Theseustions are designed to mimic the certification examination. Select the bes
ID: 246988 • Letter: T
Question
Theseustions are designed to mimic the certification examination. Select the best respons i. Telephone calls that may be handled by the medical assiscant include all but which one of the following? a. Billing questions b. Appointment changes c Requests for prescription refills d. Calls from other providers 2. When a medical assistant is talking to a patient on the telephone and another line rings. what should the medi- cal assistant do? a. Ask permission from the first caller to put her on hold, answer the second call and then ask permission from that caller to put him on hold, and go hack to the first caller to finish up. b. Put the first call on hold, answer the second call and handle that issue, then go back to the first caller. c. Let the second line ring: it will be picked up by an answering system. d. Finish with the first caller, then answer the second line. S. Which of the following is not a good idea in a medical clinic a. Using a speaker phone to listen to voice messages b. Speaking quietly on the telephone so other patients cannot hear c. Using a privacy screen to reduce the chance of being overheard on the telephone d. Using only email so you will not be overheard 4. After-hours telephone messages are usually directed to: a. the provider's home b. the medical manager's home c. a voice mail system or answering service/machine d. an email system 5. When talking to older adult patients on the phone a. if the patient is hearing impaired, speak slower, clearer, and a little louder b. assume that they are senile or at least forgetful and repeat all the information several times c. if the person has difficulty understanding, simplify the information, ask if there are any questions, and try to explain patiently in simple terms d. all of the above e. a and c only 6. Guidelines of the Health Insurance Portability and Accountability Act (HIPAA) for telephone communication include: a. determine if patients have specific instructions on who has been granted privilege to their private medical information b. determine if patients have a particular number they want called for confidential communications c. ask if it is acceptable to leave a message if patients are not at the number provided d. all of the above 7. The best solution for handling a caller who refuses to give information after gentle prodding is a. tell the patient to call back when he is ready to cooperate b. hang up on the caller c take a message and then give it to the provider d. argue with the pat ient, telling him that he is being unreasonable and that you need the informationExplanation / Answer
The answer for these multiple choses are as follows:
Answer is D that is “Call from providers”.
Answer is A that is “Ask permission to first caller to put her on hold, answer the second call and then ask permission from the caller to put on hold. And go back to first caller to finish up.
Answer is A that is “Using a speaker phone to listen to voice massages.
Answer is C that is “A voice mail system or answering service/ machine.
Answer is E that is “A & C Only.
Answer is A that is “determine if patients have specific instructions who has been granted privilege to their private medical information.
Answer is C that is “take a massage and then give it to the provider.
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