Daily Operations & Patient Processing/Telephone Techniques 7&8

20 Questions | Total Attempts: 154

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Telephone Quizzes & Trivia

The Medical Administrative Assistant practice for certification exams


Questions and Answers
  • 1. 
    You only need to straighten the reception area at the close of the day
    • A. 

      True

    • B. 

      False

  • 2. 
    If there is nothing on the back of the insurance card it is not necessary for you to copy it
    • A. 

      True

    • B. 

      False

  • 3. 
    Which one of thses is not a task you would do to prepare for patient arrival
    • A. 

      Call the insurance company and verify eligibility of coverage

    • B. 

      Pull all the charts that are listed on the schedule and put in order of appointment

    • C. 

      Call the patient on the day of the appointment to remind them

    • D. 

      Verify the information required for the visit is in the pateints chart

  • 4. 
    Which one of these is an option to offer the patient in the event of a delay
    • A. 

      Tell the patient that they will just have to wait

    • B. 

      Offer a complimentary beverage and snack

    • C. 

      Offer to rescedule the patient

    • D. 

      Tell the patient they will have to see another physician on staff

  • 5. 
    Which one of these is not considered a monthly duty
    • A. 

      Billing patient statements

    • B. 

      Ordering of supplies

    • C. 

      Processing mail

    • D. 

      Equipment maintenance

  • 6. 
    When checking out a patient at the end of their visit you should collect any money due, schedule any future appointments and
    • A. 

      Ask if there is anything else you can do

    • B. 

      Ask if they have any questions

    • C. 

      Ask if they need any other appointments

    • D. 

      Ask when they would like to return

  • 7. 
    Part of closing duties may include leaving lab specimens in the appropriate area and container for pick up by the designated laboratory
    • A. 

      True

    • B. 

      False

  • 8. 
    What is a factor to consider for the patient reception area?
    • A. 

      Walls painted white for sterile look

    • B. 

      Overstuffed chairs and couches for seating

    • C. 

      Current magazines appropraite for clientele

    • D. 

      Music suited for the office staff

  • 9. 
    A safety and security issue would be
    • A. 

      Phone numbers

    • B. 

      Fire exit routes

    • C. 

      Unlocked storage areas

    • D. 

      Computers

  • 10. 
    The office policy manual should be reviewed annually
    • A. 

      True

    • B. 

      False

  • 11. 
    A typical incoming call may involve
    • A. 

      Provider participation with insurance

    • B. 

      Request to purchase insurance

    • C. 

      Inquiring if the doctor is married

    • D. 

      Asking for answers in a survey

  • 12. 
    A common incoming source to the office is
    • A. 

      Ambulance services

    • B. 

      Poison control

    • C. 

      Laboratories

    • D. 

      Lawyers

  • 13. 
    When you have a person on the phone that is angry you should lower your voice
    • A. 

      True

    • B. 

      False

  • 14. 
    It is just as important to actively listen to the person on the phone as it would be as if they were face to face with you
    • A. 

      True

    • B. 

      False

  • 15. 
    You should answer the phone with a smile
    • A. 

      True

    • B. 

      False

  • 16. 
    The telephone is the lifeline of the practice
    • A. 

      True

    • B. 

      False

  • 17. 
    You do not need to ask a person if they can be put on hold
    • A. 

      True

    • B. 

      False

  • 18. 
    A communication tool is used to enhance our communication between others
    • A. 

      True

    • B. 

      False

  • 19. 
    In the event of an emergency call, emain calm and get the persons name and location with as much information about the emergencvy as possible.  You do not want to
    • A. 

      Get the medical provider

    • B. 

      Put the patient on hold

    • C. 

      Ask if they are alone

    • D. 

      Ask if they need assistance

  • 20. 
    The reason for the call and action to be taken is two of the steps to taking a message
    • A. 

      True

    • B. 

      False

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