Homework answers / question archive / Florida Technical College, Hollywood MEDICAL ASSISTANT TECHNICIAN 1001 Chapter 7 1)One of your patients is vacationing in San Diego, California, and calls your office located in Detroit, Michigan, at 5:15 p

Florida Technical College, Hollywood MEDICAL ASSISTANT TECHNICIAN 1001 Chapter 7 1)One of your patients is vacationing in San Diego, California, and calls your office located in Detroit, Michigan, at 5:15 p

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Florida Technical College, Hollywood

MEDICAL ASSISTANT TECHNICIAN 1001

Chapter 7

1)One of your patients is vacationing in San Diego, California, and calls your office located in Detroit, Michigan, at 5:15 p.m. What is the current time in

 

San Diego?

a. 5:15 p.m.

b. 4:15 p.m.

c. 3:15 p.m.

d. 2:15 p.m.

e. 1:15 p.m.

2.            As the receptionist answering the telephone, you are required to triage incoming calls and determine those that are most urgent. From the

following list, determine which call requires immediate attention:

a.            Patient is calling for laboratory results.

b.            Patient is calling to state her son is very groggy this morning

and that he was tackled last night during a football game.

c.             Patient is calling to schedule an appointment for a school

physical.

d.            Patient is calling to state she has developed hives since

beginning a new medication last night.

e.            Patient is calling with a splinter in his knee.

3.            A second call comes in while you are already on the phone with a patient. If the second call is an emergency, which is the best behavior for handling

the first call?

a.            Take care of the second caller before returning to the first.

b.            Hang up on the second caller and call 911.

c.             Put the second caller on hold and go back to the first.

d.            Hand your phone to the physician to handle the second call.

e.            Tell the second caller to go immediately to the hospital.

4.            Which of the following phone calls would necessitate the need to interrupt

a physician while they are in an examination room with a patient?

a.            A prescription refill request

b.            A call from a patient regarding their progress while using a

new medication

c.             A call from the physician’s stockbroker

d.            A call regarding lunch with a pharmaceutical representative

e.            A call from a consulting physician regarding a mutual

patient

5.            When documenting a telephone message regarding an update on a

patient’s condition, all of the following must be recorded except the

a.            name of the person taking the message.

b.            patient’s telephone number.

c.             patient’s medical insurance copayment.

d.            time of the call.

e.            date of the call.

6.            When answering the telephone, the medical assistant or receptionist should always pay close attention to the following regarding his or her

speaking voice except for

a.            disinterest.

b.            enunciation.

c.             clarity.

d.            pitch.

e.            inflection.

7.            Which of the following is an appropriate greeting for an incoming call?

a.            Thank you for calling. Dr. Smith’s office. Please hold.

b.            Good morning. Dr. Smith’s office.

c.             Good morning. Dr. Smith’s office. This is Jenny. How may I

help you?

d.            Good morning. Dr. Smith’s office. This is Jenny. Hold, please.

e.            Dr. Smith’s office. This is Jenny.

8.            When transferring a call, the receptionist should do several things, except

a.            notify the caller you are initiating a transfer.

b.            provide the name of the person to whom the caller is being

transferred.

c.             stay on the line until the call has been transferred.

d.            transfer directly to voicemail.

e.            provide the extension number of the person to whom the

caller is being transferred.

9.            When taking a telephone message for a prescription refill, the following

information must be obtained except for the

a.            name of the patient.

b.            prescription number.

c.             pharmacy website address.

d.            pharmacy telephone number.

e.            name of the medication.

10.          When working in a busy office, it is inevitable that you will need to place callers on hold. Once the caller is on hold, how often should you check

back with them?

a.            every three minutes

b.            every two minutes

 

c.             every one minute

d.            every 30 seconds.

e.            every 90 seconds