SimChart 52 Post-Case Quiz

A patient phones and demands to speak to the physician. The medical assistant tries to calm the patient and find out why the patient is upset. The patient states "someone lied to me when they gave me my lab results; they said the results were fine, but the printed copy they sent me showed the results were way too high!" What did the patient look at on their lab results to determine they were given the wrong information? A. Reference range values B. Procedure code C. Diagnosis code D. Doctors notation on the lab results

A. Reference range values

The physician is with Mr. Johnson and another physician calls to speak to the doctor. Which action by the medical assistant is best? A. Transfer the call immediately and interrupt the physician in the exam room B. Put the caller on hold and when the physician finishes in the exam room, transfer the call C. Take a message and let the physician who called know they will receive a callback D. Ask the physician if you can help them

A. Transfer the call immediately and interrupt the physician in the exam room

Later that day, a medical supply sales representative arrives in the office to talk with the physician about a new piece of equipment. The physician has a full schedule and there are patients who have already been waiting over an hour in the waiting room. Which action is best and most appropriate? A. Tell him to call back on another day. B. Offer the sales representative the next available pharmaceutical/sales rep appointment. C. Ask if he minds holding while checking if the physician is available. D. Tell him the physician is too busy.

B. Offer the sales representative the next available pharmaceutical/sales rep appointment.

While grocery shopping, a medical assistant who works at Walden-Martin sees Charles Johnson. Mr. Johnson recognizes her from the office and asks if she has seen his recent blood test results. What is the honest and ethical response to his question? A. "Yes, I saw them and they are great!" B. "No, I do not think we received the results yet. Ask the lab to send the results to the physician on call." C. "I'm not sure. Please call the office in the morning and I will be sure to pull the message for the physician's review. D. "I'm not at work and would appreciate not having to answer these kinds of questions."

C. "I'm not sure. Please call the office in the morning and I will be sure to pull the message for the physician's review.

Which greeting is most professional when answering the telephone in a medical office? A. "Walden-Martin Family Medical Clinic, please hold." B. "Hello." C. "Walden-Martin Family Medical Clinic. This is Julie. How may I help you?" D. "Physician's office."

C. "Walden-Martin Family Medical Clinic. This is Julie. How may I help you?"

Mr. Johnson also had a prostatic specific antigen test performed at this visit. After looking at the results of that test, the physician makes a notation to call and have Mr. Johnson come back into the office for further testing. The medical assistant looks at the actual results and sees the result is listed as "high" without an actual numerical value. The medical assistant tries to call Mr. Johnson three times with no answer. Which action should the medical assistant take? A. Continue to call every day for a week B. Document the attempts to contact the patient and hope he eventually calls C. Send a letter regular mail asking the patient to call the office D. Send a registered letter with signature of receipt required and document the tracking number

D. Send a registered letter with signature of receipt required and document the tracking number

What should a medical assistant do when answering the phone, even though the patient cannot see them? A. Use hand gestures B. Demonstrate any instructions C. Nod in agreement D. Smile

D. Smile

Mr. Johnson returns in one year for his repeat bloodwork. This year his results are as follows: Cholesterol 280 mg/dL, HDL: 50 mg/dL, LDL: 78 mg/dL and triglycerides 122 mg/dL. Which laboratory test result is abnormal? A. HDL B. LDL C. Cholesterol D. Triglycerides

C. Cholesterol

Which action or actions should be avoided when answering a phone call in the medical office? A. Drink B. Eat C. Chew gum D. Eat, drink, and chew gum

D. Eat, drink, and chew gum

What is the process of deciding which phone calls should be forwarded to the physician and which can be handled by the medical assistant? A. Phoning B. Gatekeeping C. Switch boarding D. Screening

D. Screening

Mr. Johnson states to the medical assistant "I'm changing doctor's; that was extremely rude for you to interrupt the doctor during my examination so he could take a telephone call and I should be more important to your office. " Which response is most appropriate? A. "I'm sorry you are upset but the call was important." B. "There was a physician on the phone for our doctor. I am sorry I had to interrupt." C. "It's office policy to get the physician when they get a telephone call." D. "Where should we send your records?"

B. "There was a physician on the phone for our doctor. I am sorry I had to interrupt."

The medical assistant sends the letter to Mr. Johnson by regular mail and then realizes they should have sent it registered mail. The medical assistant documents in the chart "letter mailed by registered mail" but later feels guilty for putting inaccurate information in the chart and confesses to the other medical assistant. The medical assistant states "I forgot to send the letter by registered mail but I don't want to get in trouble." Which guidance should the co-worker give or which action should they take at this point? A. "You must resend the letter and document it was not sent registered initially; then tell our manager what happened." B. "Go tell the office manager what the co-worker did." C. Give the co-worker a chance to report their error, and correct it. If they refuse report their action. D. Immediately tell the physician what the co-worker did.

C. Give the co-worker a chance to report their error, and correct it. If they refuse report their action.

Which number reflects the maximum number of times the telephone should ring before being answered, according to most office policies? A. Five B. One C. Three D. Two

C. Three