Chapter.14 Telephone Techniques Verified Test Bank

Student name:__________

1) Good communication skills help project a positive image and __________ the needs and expectations of the patient.

2) If you must walk around the office while you are on the phone with a patient, always keep HIPAA and patient __________ in mind.

3) One responsibility of many medical assistants when they answer the telephone involves __________ calls before routing them to other staff members.

4) The medical assistant cannot handle calls from patients requesting __________ renewals, unless the physician has indicated approval in the patient's record.

5) Emergency calls and calls concerning unsatisfactory patient __________ reports require the provider's personal attention.

6) The __________ list specifies who is responsible for various types of calls in a medical office.

7) When handling calls from patients, employees should always remember that the medical practice is legally __________ for the information given by an employee over the telephone.

8) When taking information from a patient, you should repeat it to __________ the information before ending the call.

9) If an angry patient calls in with a complaint, you should remain calm and speak gently, but you should not become angry or __________.

10) Telephone __________ means handling calls politely and professionally and with good manners.

11) Saying words correctly is called proper __________.

12) Speaking with good __________ enables the person to whom you are speaking to understand you.

13) When talking on the telephone, you should use a normal conversational tone and vary your __________, which enables you to emphasize words.

14) Prior to completing a phone call, you should summarize key points and make sure the caller __________ the information you provided.

15) Proper __________ of telephone calls, including taking messages, helps protect the licensed practitioner from legal action.

16) Establishing a regular __________ for retrieving messages from an answering service ensures that you do not miss any messages.

17) When placing an outgoing telephone call, ask the person you are calling if you have called at a(n) __________ time.

18) A medical assistant may be asked to use telephone __________ to determine what action to take when a patient calls with a clinical problem.

19) An automated __________ response unit can be used to provide greater flexibility for the medical staff, as well as offer enhanced service to the patient.

20) There are two main types of __________. One type simply receives a phone number, and the other type can both send and receive messages.

21) Many licensed practitioners free up staff time by using __________ phone systems to remind patients of appointments, call patients about no-shows, and leave other types of messages.

22) Licensed practitioners often use personal __________ phones to respond quickly to a message from staff or a hospital.

23) A(n) __________ pager is one that is designed for two-way communication.

24) A specially designed telephone using a specialized keyboard which transmits information through another TDD or through a specialty relay service and allows the user to type a message instead of speaking is known as a(n) __________ device for the deaf, or TDD.

25) Proper telephone __________ means handling all calls politely and professionally using good manners.

26) Prioritizing emergency phone calls is known as __________.

27) __________ is currently the preferred and most common type of telecommunication used by the deaf community.

28) Using a __________ device allows you to move freely about the office if needed, while still carrying on a phone conversation.

29) The first thing you should do when answering the telephone is __________.

A) schedule an appointment for the caller
B) put the caller on hold
C) identify the medical office and yourself
D) notify the provider that a patient is calling
E) ask the caller why he is calling

30) Which of the following types of telephone calls can a medical assistant resolve?

A) report from a patient concerning unsatisfactory progress
B) patient requesting X-ray results
C) call to change an appointment
D) call from another provider
E) personal calls to the provider

31) The appropriate way to deal with a caller who refuses to identify himself is to __________.

A) put the call through to the provider immediately
B) suggest that he write a letter to the provider and mark it "Personal"
C) tell him that you cannot help him if he does not identify himself
D) ask him to explain the problem to you
E) forward the call to the office manager

32) Telephone calls that require the practitioner’s personal attention include which of the following?

A) administrative questions
B) requests for referrals to other practitioners
C) billing inquiries
D) reports from hospitals regarding a patient's satisfactory progress
E) patient requests to discuss abnormal test results

33) What document indicates who is responsible for the various types of calls coming into the medical office and how the calls are to be handled?

A) telephone directory
B) routing list
C) procedure manual
D) policy manual
E) employee handbook

34) If uncertain about whether to give particular information to a patient on the telephone, a general principle is to __________.

A) have the nurse relay the information
B) document the details of the call, including what you said, in the chart
C) realize it is appropriate and honest to give information to the patient
D) have the provider return the patient’s call
E) tell the patient you can't find the requested information

35) The recommended procedure for handling billing inquiries is to __________.

A) pull the patient's chart and billing information
B) insist that the patient pay the current charges
C) tell the patient to pay the charges, but the charges will be reviewed at a later date
D) notify the patient that the provider will not see him until the bill is paid
E) forward the patient's call to the provider

36) If a patient was overcharged for services, the appropriate procedure is to __________.

A) tell the patient to pay the current bill and a refund will be mailed
B) give the patient a credit toward future services
C) ask the patient to wait for a corrected statement before sending payment
D) apologize, but tell the patient nothing can be done
E) refund the difference out of the office's petty cash fund

37) The recommended procedure for handling billing inquiries is to __________.

A) pull the patient's chart and billing information
B) insist that the patient pay the current charges
C) tell the patient to pay the charges, but the charges will be reviewed at a later date
D) notify the patient that the provider will not see him until the bill is paid
E) forward the patient's call to the provider

38) If a patient remains dissatisfied after discussing a bill, __________.

A) document all comments and relay the information to the provider
B) tell the patient that you are sorry he is dissatisfied, but the bill stands
C) turn the patient's bill over to a collection agency
D) terminate the patient's care until the bill is paid
E) ask the patient if he is willing to negotiate the charges

39) Mrs. Worth is calling for the result of the CEA (cancer marker) test she had. Georgia, a new administrative medical assistant, looked up the record and discovered that the result is abnormal. Georgia asks you what she should tell Mrs. Worth. What should you tell Georgia?

A) "Tell Mrs. Worth that the provider will call back with the results."
B) "Tell Mrs. Worth you are sorry, but she has cancer."
C) "Ask Mrs. Worth how she is feeling today; if she is feeling well, give her the results."
D) "Ask to speak to her husband and give him the results instead."
E) "Tell Mrs. Worth her test results are okay, but she needs to schedule another appointment."

40) Under what circumstances will a pharmacist call to check before dispensing refills?

A) every time the prescription is refilled
B) if it has been two months since the last refill
C) if the pharmacist thinks the medication is not appropriate
D) if more than one year has passed since the original prescription was written
E) if the patient cannot remember the name of the medication to be refilled

41) When is it acceptable for a medical assistant to authorize a pharmacy to refill a prescription?

A) never
B) if it is a regular medication for the patient
C) if the licensed practitioner has authorized in the patient’s chart that refills are approved
D) only if the medical assistant has knowledge of the medication
E) if the patient states that this is an emergency

42) What is the best response to a patient who calls to ask if he or she can use a medication that was prescribed for a previous condition?

A) "You may use the medication if it has not expired."
B) "You should not use the medication because it may not be helpful."
C) "You may use the medication until you come in to see the provider."
D) "You may use the medication after I review it with you."
E) "You may use the medication, but it will probably cause side effects."

43) The best way to handle a patient who calls the office in real, distressing pain is to __________.

A) schedule an appointment immediately or tell the patient to go to the emergency room.
B) listen to the patient.
C) document the patient's symptoms.
D) advise the patient on methods for pain relief.
E) schedule an appointment when available.

44) Chris answers the telephone, and the caller, a patient named Mr. Patterson, tells Chris that the provider asked him to call the office and let her know how the prescribed medication was working. Mr. Patterson begins to explain in detail how much better he feels and what effect he thinks the medication is having. What should Chris do?

A) Interrupt the patient and route the call to the provider
B) Wait until the patient pauses, then tell him you will route the call to the provider
C) Document the patient's description and relay the information to the provider
D) Record the conversation and play it back for the provider later
E) Listen to Mr. Patterson and thank him for calling; no documentation is necessary

45) When you answer the phone, you know immediately that the caller is angry. Without identifying herself, the caller begins shouting at you that she had been told that an office visit would cost $79, but her bill was for $135. She says the office is discriminating against her by charging her more than the normal amount. How should you handle this call?

A) Interrupt the patient and ask for her name.
B) Promise the patient that everything will work out.
C) Listen carefully and acknowledge the patient's anger.
D) Talk down to the patient if she will not listen.
E) Shout that you cannot fix anything until she tells you who she is.

46) Which type of call must be immediately routed to the provider?

A) emergency
B) billing errors
C) prescription renewals
D) requests for test results
E) calls from attorneys

47) Which of the following conditions requires immediate medical help?

A) flu
B) abdominal pain
C) vomiting
D) diarrhea
E) trouble breathing

48) Which of the following symptoms indicates a heart attack?

A) slurred speech
B) chest pain radiating to the arm, shoulder, and jaw
C) diarrhea and abdominal cramps
D) anorexia
E) confusion and a strong, rapid pulse

49) Vinnie receives a call from Mr. Everson, who says his wife is confused. He says she is pale and is feeling faint and sweaty. Mr. Everson also says his wife has a weak, rapid pulse, and her skin is cool and moist. Vinnie should recognize these symptoms as ____.

A) hypothermia
B) a heart attack
C) shock
D) a stroke
E) a heat stroke.

50) A drop in body temperature during prolonged exposure to cold is called __________.

A) heat stroke
B) hypothermia
C) shock
D) sunstroke
E) stroke

51) Which of the following office procedures should be followed if the practitioner is not in the office when an emergency phone call comes in?

A) Make an appointment as soon as possible.
B) Instruct the patient to call another practitioner.
C) Instruct the caller to dial 911 for an ambulance.
D) Take a detailed history of the patient's symptoms.
E) Tell the patient the practitioner will call back as soon as possible.

52) A guideline to follow when an attorney calls the office is to __________.

A) answer the attorney's questions
B) refuse to talk to the attorney
C) release information only when the provider has authorized you to do so
D) ask someone else to speak to the attorney if you are too anxious
E) put the call through to the provider immediately

53) Guidelines for dealing with a salesperson on the phone include __________.

A) asking the salesperson to send you information
B) notifying the provider that a salesperson is on the phone
C) inviting the salesperson to visit the provider at the salesperson's convenience
D) telling the salesperson the office is too busy to see salespeople
E) asking the salesperson to call back after hours

54) One of the most important telephone skills is saying words correctly, which is called __________.

A) etiquette
B) pitch
C) tone
D) pronunciation
E) enunciation

55) Speaking clearly and distinctly to help the person you are speaking to understand you is called __________.

A) etiquette
B) pitch
C) tone
D) pronunciation
E) enunciation

56) The appropriate way to address a patient with a last name that is difficult to pronounce is to __________.

A) call the patient by his or her first name
B) attempt to pronounce it the best you can
C) ask the patient how to pronounce his or her name
D) ask someone else to talk to the patient
E) avoid calling the patient by name

57) A medical assistant should answer all telephone calls using __________.

A) proper telephone etiquette
B) the patient's first name only
C) technical language
D) a standard telephone answering dialog
E) a flat, disinterested tone of voice

58) When talking to a patient on the phone use __________.

A) a low-pitched voice
B) technical language
C) a slow pace
D) a flat, disinterested tone of voice
E) a normal conversational tone

59) If you do not recognize the name of the patient calling, the most appropriate response is

A) "Could you please tell me your name?"
B) "Has it been some time since you've seen the practitioner?"
C) "Have you been to this practice before?"
D) "I don't recognize your voice. Who are you?"
E) "Are you one of our patients?"

60) The result of answering the phone while carrying out another task is __________.

A) possible errors in message taking
B) preventing other office personnel from feeling they have to do your job
C) communicating to the patient that you are busy
D) efficiency in completing two tasks simultaneously
E) completing your work ahead of schedule so you can leave early

61) Before putting a caller on hold, __________.

A) ask someone else in the office to take the call
B) tell the caller that you have no choice
C) ask the caller to state the purpose of the call
D) tell the caller that you do not know how long the wait will be
E) give the name of the practice and say, "Hold, please."

62) If you put a caller on hold and determine it will be a long wait, __________.

A) offer to call back
B) tell the patient to call back
C) suggest that calling on another day would be better
D) explain how busy you are and say that you cannot talk
E) wait five minutes and then hang up the phone

63) If you receive another call while talking to a patient, the procedure to follow is to __________.

A) put the first caller on hold
B) answer the second call by saying "Hold, please" and return to the first call
C) make sure the second call is not an emergency before putting that call on hold
D) tell the second caller to call back when the office is not so busy
E) place both calls on hold until one of the callers gets tired of waiting and hangs up

64) If you cannot give your undivided attention to a caller because of an emergency in the office, __________.

A) ask someone else in the office to take the call
B) explain the emergency situation to the caller
C) explain that you are handling an urgent matter and offer to call back
D) tell the caller you cannot talk and hang up
E) tell the caller to call back tomorrow when you are not so busy

65) A disadvantage of communicating by telephone is that __________.

A) the patient's feelings are communicated easily over the telephone
B) you have to talk with difficult patients
C) you have to relay messages to the provider
D) the patient may not want to end the phone call
E) you cannot see the caller's visual signals such as body language or facial expression

66) When a call with a patient is long or complicated, __________.

A) interrupt the patient and tell her that the call is going nowhere
B) summarize the details of the call to ensure understanding by both you and the patient
C) ask the provider to take the call
D) tell the patient that you do not have any more time to talk
E) follow up the phone call by sending a written summary to the patient

67) When dealing with a patient who is nervous, upset, or angry, __________.

A) tell the patient that you will not continue the conversation until the patient settles down
B) show empathy and an understanding of the caller's feelings
C) tell the caller that you will not be talked to like that and hang up
D) insist that the provider take the call
E) demand that the patient stop shouting immediately

68) The appropriate way to maintain patient confidentiality is to __________.

A) repeat the information over the phone to make sure that you understood it correctly
B) leave a confidential message on the provider's desk for his attention
C) tell the provider the information in the hallway between patients
D) put the message in a file folder marked "Confidential" and place the folder on the provider's desk
E) tell the patient you cannot take confidential information over the telephone

69) How much time should you allow for a patient to answer when you place a phone call?

A) One minute or about eight rings
B) 30 seconds or about four rings
C) 20 seconds or about three rings
D) 20 rings
E) 3 minutes

70) Which of the following guidelines should you follow when placing an outgoing telephone call?

A) Allow the phone to ring four times before hanging up.
B) Ask if it is a convenient time and if the person has time to talk.
C) Pull the patient's record after he answers.
D) Begin with dates, times, or instructions while the person finds something to write with.
E) Provide all the relevant information and hang up quickly to avoid annoying the patient.

71) Learning the telephone triage process includes __________.

A) permitting the office staff to diagnose a patient's problem
B) eliminating the need to ask the patient his age and symptoms
C) using the office's written guidelines for commonly asked questions
D) training the office staff to prescribe a treatment plan for patients
E) using medical references as necessary to answer the patient's questions

72) Which of the following is an example of a common triage question that a medical assistant might answer?

A) "How do I make my child with chickenpox more comfortable?"
B) "How do I stop the bleeding from my incision line?
C) "My broken arm is really hurting, and I need you tell me what medication to take."
D) "Tell me what to do because I just dumped hot grease on my arm."
E) "My child just fell down the stairs and his head is bleeding. Can I put a topical antibiotic on it?"

73) When dealing with a telephone triage problem, remember __________.

A) that you have permission to prescribe a medication
B) to tell the caller it is his responsibility to get better
C) to avoid wasting time by having the caller repeat any instructions you give
D) to advise the caller that recommendations are based on the symptoms and are not a diagnosis
E) that almost any problem can be diagnosed over the telephone by an experienced medical assistant

74) The appropriate response to a triage patient who is experiencing chest pain is __________.

A) "It is just indigestion, so you need not worry about it."
B) "Lie down and rest and it will go away."
C) "I will tell the provider that you are having chest pain."
D) "You should make an appointment for a complete physical within the next six months."
E) "Go to the nearest emergency room immediately, preferably by ambulance."

75) When handling an incoming telephone call regarding a patient progress report, you should __________.

A) route the call to the provider immediately
B) take a message for the provider
C) handle the situation yourself
D) ask the nurse to handle the situation
E) tell the patient the provider will call him back shortly

76) The appropriate way to handle an incoming call for a practitioner from another practitioner is to __________.

A) route the call to the practitioner immediately, if possible
B) take a message for the practitioner
C) provide the calling practitioner with whatever information is requested
D) handle the call yourself without bothering the practitioner
E) tell the calling practitioner that the practitioner returns phone calls after hours

77) Which of the following medical conditions requires immediate medical help?

A) common cold
B) chickenpox
C) snakebite
D) indigestion
E) abdominal cramps

78) A mother calls and informs you that her son has a deep dog bite. Your response should be __________.

A) "Your son needs immediate medical help."
B) "I will leave a message for the provider."
C) "As long as it is not bleeding, it is fine."
D) "Call back if he is not feeling better tomorrow."
E) "Put ice on the bite and apply a topical antibiotic."

79) Before placing an outgoing telephone call to a patient, you should __________.

A) notify the provider that you are making the call
B) wait and place the call after the office closes
C) verify the correct phone number
D) write down exactly what you will tell the patient
E) read the patient's entire medical record so you will be prepared to answer questions

80) After speaking with a patient on the telephone about a clinical issue, a medical assistant must always __________.

A) meet with the provider to discuss the call
B) schedule an appointment for the patient
C) bill the patient for the telephone time
D) document the conversation in the patient's record
E) work a little later to make up for lost time

81) When a patient calls the office for the result of a laboratory test that happens to be normal, you should __________.

A) never give the results to the patient
B) give the patient the results if the provider has authorized that normal results may be given out
C) take the message and give it to the provider, who will return the patient's call
D) mail the results to the patient
E) tell the patient to make an appointment to come in and review the results with the provider

82) Your first priority when responding to a complaint of an angry patient is to __________.

A) take careful notes
B) stay calm and try to pacify the caller
C) promise the patient that the issue will be resolved
D) follow up promptly on the problem
E) let the provider know there is a problem

83) When you receive or place a phone call, your message should be logical and free from ambiguity. Which of the following Cs of effective communication does this demonstrate?

A) Cohesiveness
B) Courtesy
C) Completeness
D) Conciseness
E) Clarity

84) When you are respectful of a caller, which of the five Cs of communication do you exhibit?

A) Cohesiveness
B) Courtesy
C) Completeness
D) Conciseness
E) Clarity

85) A communication that contains all of the necessary information demonstrates which of the following?

A) Cohesiveness
B) Courtesy
C) Completeness
D) Conciseness
E) Clarity

86) What can you do to make a message concise?

A) Make sure it contains all the necessary information.
B) Be sure it is organized and logical.
C) Make the message brief and direct.
D) Be sure it is free from ambiguity.
E) Be respectful and considerate.

87) A telephone message that is organized and logical demonstrates __________.

A) Cohesiveness
B) Courtesy
C) Completeness
D) Conciseness
E) Clarity

88) Two options that should always be included in the menu for an automated voice response unit are instructions for the caller if the call is an emergency and an option to __________.

A) address billing questions
B) report progress after treatment
C) dial zero to speak to an operator
D) make an appointment
E) ask a medical question

89) Which of the following is not a way to help ensure accurate telephone messages?

A) Always have a pen and paper on hand.
B) Verify the callback number.
C) Tell the caller the provider will call him or her back.
D) Jot down notes as the information is given.
E) Verify the spelling of the caller's name.

90) What is an advantage to having a voicemail system in the medical office?

A) Gives staff time to think about the message.
B) Calls are answered faster.
C) Makes the caller less anxious.
D) There are no advantages to a voicemail system.
E) Callers never get a busy signal.

91) When a message is organized and logical, it is which of the five Cs of communication?

A) Completeness
B) Clarity
C) Conciseness
D) Courtesy
E) Cohesiveness