Chapter 4

There are many ways to answer the phone, but the preferred method is to answer with: "Hello" "Good morning" "Dr. _____'s office, this is _____." "Please hold the line"

"Dr. _____'s office, this is _____."

About how far away from your mouth should you hold the mouthpiece of the phone in order to avoid distortion or faintness of voice? 3 inches ½ inch 2 inches 1 inch

1 inch

Leaving an interval of _____ free in the late morning and again at the end of the day will help the administrative medical assistant straighten out a delayed schedule. 15-20 minutes 25-30 minutes 30-45 minutes 60 minutes

15-20 minutes

If you must keep a caller on hold for more than _____ seconds, go back on the line and ask the caller if they wish to continue holding. 15 30 45 60

30

Which one of the following calls would you put through to the physician? A patient's relative requests information about the patient A prescription refill A lab calling with test results A call from a patient with an acute illness, such as a severe reaction to medication

A call from a patient with an acute illness, such as a severe reaction to medication

Which one of the following calls would you put through to the physician? A patient's relative requests information about the patient A prescription refill A lab calling with test results A call from a patient with an acute illness, such as a severe reaction to medication

A call from a patient with an acute illness, such as a severe reaction to medication

What should always be done prior to placing a caller on hold? Ask permission Take a message Pull the chart Obtain their telephone number

Ask permission

While triaging a patient over the phone, the administrative medical assistant learned the patient had "a really deep cut on the inside of the upper thigh" and there was blood everywhere. The patient stated he was not able to stop the bleeding. The patient should be advised to: Come to the office, since the wound may become infected. Call 911 or go immediately to the emergency department because the patient may have cut into an artery. Elevate the leg above his heart and see if the bleeding decreases. Schedule an appointment for the following morning.

Call 911 or go immediately to the emergency department because the patient may have cut into an artery.

Which of the following calls should not be handled by taking a message? Call from another physician Prescription refills needed Non-stat lab or x-ray results A personal friend of the physician

Call from another physician

Which of the following calls should not be handled by taking a message? Call from another physician Prescription refills needed Non-stat lab or x-ray results A personal friend of the physician

Call from another physician

The doctor wants to send a dismissal from care letter to the patient for refusing to follow medical advice. The office will need to make sure that the patient has received this letter for documentation purposes. Which method of mailing should they use? Parcel Post Priority Mail Certified Mail First-class Mail

Certified Mail

The abbreviation CC stands for: Current Complaint Clinical Compliance Chief Complaint Clinical Course

Chief Complaint

When screening calls, the first priority is to: Make sure the patient understands you and ask them to hold Determine the name and nature of the call Find out if the patient needs an appointment Tell the patient that you are busy and will get back to them within 3-5 minutes

Determine the name and nature of the call

Which type of mail offers overnight delivery to most destinations? Priority mail Parcel post Express mail First class mail

Express mail

Which type of mail offers overnight delivery to most destinations? Priority mail Parcel post Express mail First class mail

Express mail

Which type of mail includes all correspondence, whether hand written or typed, all bills, and all materials sealed against postal inspection and weighing 13 ounces or less? Priority mail Parcel post Express mail First class mail

First class mail

Which way should patient statements be mailed? First-class mail Priority mail Parcel Post Certified Mail

First-class mail

Which way should patient statements be mailed? First-class mail Priority mail Parcel Post Certified Mail

First-class mail

An assistant must screen calls according to the office policy, take complete and accurate messages, and __________________________. Distract the caller Follow proper telephone etiquette Answer all questions that the patient may have Only put through calls that they feel are important

Follow proper telephone etiquette

If confidential mail is opened in error, the administrative medical assistant should reseal the correspondence and: Mark with her initials Mark with the date and the word "mistake" Mark with the date and initials Mark "opened by mistake" and her initials

Mark "opened by mistake" and her initials

If confidential mail is opened in error, the administrative medical assistant should reseal the correspondence and: Mark with her initials Mark with the date and the word "mistake" Mark with the date and initials Mark "opened by mistake" and her initials

Mark "opened by mistake" and her initials

When opening payments from patients, the administrative medical assistant should do everything except Carefully put aside the check. Verify whose bill is being paid. Mark it personal and confidential. Keep all patient checks together to be recorded and deposited later.

Mark it personal and confidential.

How would you classify a patient who, without notifying the office, fails to come to their appointment? No show Failed show No appearance Failed appearance

No show

How often are established patients asked to verify their necessary data? Every 3 months Every 6 months Once per year Twice per year

Once per year

In which type of scheduling are patients seen in the order in which they arrive? Open/fixed office hours Wave schedule Double booking Modified wave

Open/fixed office hours

First-class mail is primarily processed by OCR, which stands for ______________. Optical certified reader Outgoing certified reader Outgoing character reader Optical character reader

Optical character reader

ZocDoc is an example of what type of scheduling? Wave scheduling Shared medical appointments Patient online scheduling Open/fixed office hours

Patient online scheduling

When processing incoming mail, the office assistant should do all the following except Date stamp the correspondence. Attach needed patient data to correspondence. Place received checks in different locations. Refrain from opening the physician's mail marked "Confidential."

Place received checks in different locations.

Which type of mail offers two-to three-day service to most domestic destinations and must weigh less than 70 pounds? First class mail Express mail Parcel post Priority mail

Priority mail

Which type of mail provides the greatest security for valuables? Registered mail Insured mail Certified mail First class mail

Registered mail

What type of scheduling system do many physician offices and clinics use where patients are given a set appointment time? Wave scheduling Shared medical appointments Scheduled appointments Open/fixed office hours

Scheduled appointments

The ideal time to answer a call is on the _______________ ring. Fourth Third Second First

Second

All chart entries must be: Dated Signed and filed Signed and dated Printed and dated

Signed and dated

Bonnie calls in complaining of cramps and bleeding, and she is 26 weeks pregnant. When would you give an appointment to this patient? Stat and/or today Tomorrow Later No appointment is required

Stat and/or today

Bonnie calls in complaining of cramps and bleeding, and she is 26 weeks pregnant. When would you give an appointment to this patient? Stat and/or today Tomorrow Later No appointment is required

Stat and/or today

When screening a nonmedical situation, the caller refuses to give you information over the phone. What should you do in this situation? Suggest that a letter be written and marked "Personal" Refuse to help the caller until the information is obtained Just hang up the call because it was probably a sales call Put them on hold and wait for them to hang up

Suggest that a letter be written and marked "Personal

When screening a nonmedical situation, the caller refuses to give you information over the phone. What should you do in this situation? Suggest that a letter be written and marked "Personal" Refuse to help the caller until the information is obtained Just hang up the call because it was probably a sales call Put them on hold and wait for them to hang up

Suggest that a letter be written and marked "Personal"

The office is going through the medicine cabinet and notes that there are a few medicines that have expired. What should the office do with these medications? Throw them in the trash Flush them down the toilet Hurry up and give them out Take them to a centralized location for proper disposal

Take them to a centralized location for proper disposal

The traditional channel of initial communication between the patient and the physician is: Face-to-face Telephone E-mail Regular mail

Telephone

The traditional channel of initial communication between the patient and the physician is: Face-to-face Telephone E-mail Regular mail

Telephone

A patient, Kathy Cole, calls to say that she has had vaginal discharge over the past week along with blood in stool. How should this appointment be scheduled? Stat and/or today Tomorrow Later No appointment is required.

Tomorrow

According to good telephone etiquette, what should you do when answering the phone? Visualize the person Answer on the fourth ring Just get through each call quickly Make sure you say "bye-bye" when ending the call

Visualize the person

Which type of scheduling gives patients the flexibility of open office hours while allowing the assistant more control over the flow of patients? Double booking Modified wave Wave scheduling Open/fixed office hours

Wave scheduling

CMS defines an emergency medical condition as: a medical condition that manifests itself by chronic symptoms of low severity a medical condition for which treatments are not medically necessary and are chronic a medical condition that manifests itself by acute symptoms of sufficient severity a medical condition for which treatments are medically necessary and immediately required

a medical condition that manifests itself by acute symptoms of sufficient severity

You work in an oncologist office, and a patient calls to get the results of their breast biopsy. You cannot determine the identity of the patient over the phone so you should ______________. tell them to call back and talk to someone else go ahead and release the requested information have them call the lab directly for the results not disclose any information until you have received proper release

not disclose any information until you have received proper release

The __________ for cancellations and rescheduled appointments should be posted in areas accessible to patients such as the waiting area or examination room. NPP OCR office policy management book

office policy

After taking a message regarding a patient's care, the administrative medical assistant should obtain the __________. patient chart doctor's input vital statistics referring physician telephone number

patient chart

After taking a message regarding a patient's care, the administrative medical assistant should obtain the __________. patient chart doctor's input vital statistics referring physician telephone number

patient chart

What is it called when patients with the same condition(s) meet in a group setting? shared medical scheduling wave scheduling open scheduling fixed scheduling

shared medical scheduling

What is it called when patients with the same condition(s) meet in a group setting? shared medical scheduling wave scheduling open scheduling fixed scheduling

shared medical scheduling

The process of using good judgment to determine how soon a patient needs to be seen is called _________________. triage determination priority calling patient assessment

triage

The process of using good judgment to determine how soon a patient needs to be seen is called _________________. triage determination priority calling patient assessment

triage