Question 1

The medical assistant should never give patients an estimate of what the cost of their visit will be, even on the initial visit.

Accepted Answer

A) True 
 B)False

Question 2

An insurance claim may be __________ if the physician is not a provider for that particular insurance company.

Accepted Answer

The answer of An insurance claim may be __________ if...

Question 3

Complaints about fees must always be directed to the office manager.

Accepted Answer

A) True 
 B)False

Question 4

If your office is on the West Coast, what time is the latest time to call the East Coast?

Accepted Answer

A)   11 AM
B)   1 PM
C)   2 PM
D)   4 PM

Question 5

Which of the following types of communication tools is best for two-way communication?

Accepted Answer

A)   Voice mail
B)   Fax
C)   Pager
D)   Cell phone

Question 6

Which of the following would be considered professional jargon?

Accepted Answer

A)   Encephalalgia
B)   Backache
C)   Earache
D)   Headache

Question 7

Managed care organizations usually require a referral to a specialist.

Accepted Answer

A) True 
 B)False

Question 8

Most providers allow medical assistants to give test results in which of the following circumstances?

Accepted Answer

A)   Only normal test results
B)   Abnormal test results if authorized by the provider
C)   A caller asking for information on a spouse or child
D)   Both A and B

Question 9

If a patient calls the office and states that his or her condition has not improved since the office visit earlier in the week, the medical assistant can suggest over-the-counter medications that the patient could try.

Accepted Answer

A) True 
 B)False

Question 10

The medical assistant should use medical jargon with patients and lay terms with physicians and other medical personnel.

Accepted Answer

A) True 
 B)False

Question 11

When a patient calls in complaining about the care he or she received or the fee charged, which of the following should be avoided?

Accepted Answer

A)   Placing blame for the error
B)   Responding with "Let me help you"
C)   Finding the source of the problem and then presenting options for resolution
D)   Providing good customer service

Question 12

Answering services usually provide a(n) __________ to answer the phone rather than a recording device.

Accepted Answer

The answer of Answering services usually provide a(n) __________ to...

Question 13

The medical assistant can refer patients to an Internet map if they call for directions to the physician's office.

Accepted Answer

A) True 
 B)False

Question 14

Referrals to other physicians should always be __________ in the patient's medical record.

Accepted Answer

documented

Question 15

Which of the following is not required when a telephone message is taken?

Accepted Answer

A)   The caller's name and phone number
B)   The time and date
C)   The name of the person to whom the call is directed
D)   The caller's account number

Question 16

Many __________ calls require the good judgment of the medical assistant answering the phone.

Accepted Answer

emergency

Question 17

Which of the following types of communication tools can be used to record verbal messages?

Accepted Answer

A)   Voice mail
B)   Fax
C)   E-mail
D)   Call waiting

Question 18

How long are records of telephone messages retained?

Accepted Answer

A)   The same period that the statute of limitations runs for medical professional liability cases
B)   5 years
C)   7 years
D)   1 week

Question 19

An alternative to using directory assistance is using the __________ to find phone numbers.

Accepted Answer

The answer of An alternative to using directory assistance is...

Question 20

If your office is in New York and you need to contact a supplier in Seattle, which New York time would be the earliest that you should call to place an order, assuming that the supplier opens at 8 AM?

Accepted Answer

A)   8 AM
B)   9 AM
C)   10 AM
D)   11 AM D

Exam 8: Telephone Techniques

The medical assistant should never give patients an estimate of what the cost of their visit will be, even on the initial visit.

Correct AnswerverifiedShow Answer

An insurance claim may be __________ if the physician is not a provider for that particular insurance company.

Correct AnswerverifiedShow Answer

Complaints about fees must always be directed to the office manager.

Correct AnswerverifiedShow Answer

If your office is on the West Coast, what time is the latest time to call the East Coast?

Correct AnswerverifiedShow Answer

Which of the following types of communication tools is best for two-way communication?

Correct AnswerverifiedShow Answer

Which of the following would be considered professional jargon?

Correct AnswerverifiedShow Answer

Managed care organizations usually require a referral to a specialist.

Correct AnswerverifiedShow Answer

Most providers allow medical assistants to give test results in which of the following circumstances?

Correct AnswerverifiedShow Answer

If a patient calls the office and states that his or her condition has not improved since the office visit earlier in the week, the medical assistant can suggest over-the-counter medications that the patient could try.

Correct AnswerverifiedShow Answer

The medical assistant should use medical jargon with patients and lay terms with physicians and other medical personnel.

Correct AnswerverifiedShow Answer

When a patient calls in complaining about the care he or she received or the fee charged, which of the following should be avoided?

Correct AnswerverifiedShow Answer

Answering services usually provide a(n) __________ to answer the phone rather than a recording device.

Correct AnswerverifiedShow Answer

The medical assistant can refer patients to an Internet map if they call for directions to the physician's office.

Correct AnswerverifiedShow Answer

Referrals to other physicians should always be __________ in the patient's medical record.

Correct Answerverifieddocumented

Which of the following is not required when a telephone message is taken?

Correct AnswerverifiedShow Answer

Many __________ calls require the good judgment of the medical assistant answering the phone.

Correct Answerverifiedemergency

Which of the following types of communication tools can be used to record verbal messages?

Correct AnswerverifiedShow Answer

How long are records of telephone messages retained?

Correct AnswerverifiedShow Answer

An alternative to using directory assistance is using the __________ to find phone numbers.

Correct AnswerverifiedShow Answer

If your office is in New York and you need to contact a supplier in Seattle, which New York time would be the earliest that you should call to place an order, assuming that the supplier opens at 8 AM?

Correct AnswerverifiedD

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documented

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emergency

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