CERTIFICATION REVIEW These questions are designed to mimic the certification exa

Question

CERTIFICATION REVIEW These questions are designed to mimic the certification examination. Select the best response 1. Telephone calls that may be handled by the medical assistant 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- then ask permission cal assistant do? a. Ask permission from the first caller to put her on hold, answer the second call and from that caller to put him on hold, and go back 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. 3. Which of the following is not a good idea in a medical clinic? a. Using a speaker phone to listen to soice messages b. Speaking quietly on tie 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 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 4. 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 totheir private medtical 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 patient, telling him that he is being unreasonable and that you need the in

Explanation / Answer

1. Correct answer:- (c) requests for prescription refills

Explanation:- medical assistant can not prescribe medications.

2. Correct answer:- (d) finish with th First caller then answer the

Second line.

3. Correct answer:- (d) using only emails so you will not be overheard.

Explanation:- there should be other source of communication in a clinic to maintain emergency.

4. Correct answer:- ( c) a voice mail system/answering machine.

5. Correct answer:- (d) all of the above

Explanation:- when talking to older patients call attender should talk slowly, clearly, louder,and repeat untill he understands.

6. Correct answer:- ( d) all the above

Explanation:- HIPPA includes all guidelines.

7. Correct answer:- (a) tell the patient to call back when he is ready to co-operate.

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