CMAA/AES Study

Why is it important for the assistant to evaluate the situation before prioritizing treatment? A.) The answers to all questions the assistant asks must be written down for proper documentation. B.) Sometimes a patient may be upset, but there is no medical emergency. C.) If an ambulance is on its way, the assistant should end the call as quickly as possible. D.) The assistant may be violating HIPAA if not speaking directly to the patient.

B.) Sometimes a patient may be upset, but there is no medical emergency.

What is the maximum amount of time a caller should be left on hold before the assistant checks back with the caller?

1 to 2 minutes

What is included in the environment in a medical facility?

Furniture Artwork on walls Assistant's tone of voice Facial expressions

Common symptoms of emergencies include:

Heavy bleeding Intense pain Shortness of breath Slurred speech or confusion Fainting Seizures Fever greater than 102 degrees Fahrenheit

Do all medical office assistants must be certified.

No

What is the term used to describe receiving training while you work?

On the job training

What is meant by saying that medical office assisting is a "stepping stone"?

People often start in this position

Medical personnel who call from other facilities include:(Provide a couple examples)

Physicians Hospitals Pharmacies Laboratories Special services

Routine Patient Calls include: (Provide a couple examples)

Request appointments Clarify instructions Question bills or other statements Check on laboratory reports

To determine who is the best person in the facility to handle each telephone call is to __________ the calls.

Screen

Why might a caller refuse to give a name or reason for the call?

They fear of being prevented from speaking to the physician

What should the assistant do to try to do when one refuses to identify themselves in a call?

They should take every attempt to identify the caller and the reason for the call

Medical office assistants handle the __________ portion of a medical office or facility.

Business

For which of these types of telephone calls is it acceptable for the office assistant to take a message much of the time? Patient Calls A.) Calls from Other Medical Personnel B.) Non-Medical Business Calls C.) Personal Calls D.) All of the above

D.) All of the above

The common types of incoming calls include:

Emergency Calls Routine Patient Calls Calls from Other Medical Personnel Non-Medical Business Calls Personal Calls

What are important aspects to make a good impression?

Enthusiasm Flexibility Empathy Dependability Respect Honesty

The surroundings that make up a setting is __________.

Environment

True or False? Large facilities and small facilities typically have the same number of medical office assistants.

False

Like the hold feature, the __________ feature should be used with courtesy.

Transfer

__________ is the process of evaluating a situation and prioritizing treatment.

Triage

True or False: Environment can play a big role in how patients feel

True

True or False: With emergency calls, a physician must be notified immediately.

True

Common types of business calls to a medical office come from who? (Provide a couple examples)

Accountants Attorneys Insurance companies Billing and Collection agencies Sales representatives

Which technology allows a patient to speak with a human?

Answering service

Why might office policy require the assistant to also get a patient's date of birth when identifying a caller? A.) It is required by HIPAA. B.) The physician will want to know the age of the patient. C.) Several patients may have the same name. D.) It is less embarrassing for the patient to give this information over the phone.

C.) Several patients may have the same name

Why should an office assistant keep the physician from being interrupted without need?

To provide better care to patients