Daily Operations & Patient Processing/Telephone Techniques 7&8
The Medical Administrative Assistant practice for certification exams
- 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
Questions: 10 | Attempts: 1868 | Last updated: Mar 20, 2022
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