Ch 8 & 11

Question 1

Which type of communication tool can be used to record verbal messages

Answer 1

Voicemail

Question 2

If the medical supplier in Seattle opens at 8 am, what is the earliest you can call the supplier if your office is in New York

Answer 2

11am

Question 3

What is pitch

Answer 3

The depth of a tone or sound; a distinctive quality of sound

Question 4

What does it mean to enunciate

Answer 4

The user of articulate, clear sounds when speaking

Question 5

Which of the communication tools is best for two-way communication

Answer 5

The telephone - phone call

Question 6

What is the most appropriate greeting for handling incoming calls

Answer 6

Identify the facility first, state their name, and then follow with an offer to help

Question 7

What is jargon

Answer 7

The vocabulary of a particular profession, as opposed to common, everyday terms

Question 8

What is the primary goal of “screening” telephone calls

Answer 8

Determining whether the calls are emergency

Question 9

What does active listening involve

Answer 9

Be present in the moment; focus solely in the conversation; don’t interrupt; don’t start forming your response before the person has finished speaking; confirm what the speaker has said, and ask if your interpretation is correct; always be respectful and professional

Question 10

Which types of call should be limited in a professional setting

Answer 10

Personal calls

Question 11

It is noon in California, what time is it on the East Coast

Answer 11

3pm

Question 12

What is required in a telephone message

Answer 12

The name of the person calling; the name of the person to whom the call is directed; the caller’s daytime, evening, or cell phone number; the reason the call, including the telephone number of the caller’s pharmacy if a medication is requested; the action to be taken; the date and time of the call; the initials of the person who took the call

Question 13

Why should a medical assistant be extremely careful when using a speaker phone

Answer 13

Because the sound can travel farther than one may think and someone might overhear private medical information
To protect the patient’s privacy

Question 14

What is the correct way to end a call

Answer 14

Ask the patient if there is anything else you can be of help or assistance

Question 15

What are common sources of incoming calls

Answer 15

Requests for prescriptions refills; requests for directions; inquiries about bills; inquiries about fees; questions about participating providers; request for assistance with insurance; radiology and laboratory reports; satisfactory progress reports from patients; routine reports from hospitals and other sources; requests for referrals; non-patient related calls; unsatisfactory progress reports; requests for test results; request for information from third parties; complains about care or fees; call from staff member’s families and friends; angry callers; aggressive callers; unauthorized inquiry and sales calls; callers with difficulty communicating

Question 16

Should the patients be given an exact time the physician will return their call?

Answer 16

Provide approximate time frame for when caller can expect to hear back

Question 17

A pleasing telephone voice is develop by using

Answer 17

Use proper enunciation, diction, pitch, and clarity
Use pleasant inflection with friendly, warm tone
Use courtesy and be tactful
Avoid medical jargon and use correct grammar

Question 18

How can a medical assistant help an angry caller calm down

Answer 18

Take require actions; even if it’s to say that the matter will be discussed with the provider as soon as possible and that the patient will be cal later. If answers are not really available, a friendly assurance that the situation is important and that every attempt will be made to find the answer quickly usually claims the agreement caller

Question 19

What should the Medical Assistant handle a caller with a complaint

Answer 19

Explain charges by reviewing the bill with the patient; if the patient is angry, offer to pull the chart, research the problem , and discuss it with the physician; reassure the patient that you want to help by saying “let me help you”

Question 20

When placing a caller on hold, how often should you check bak to make sure the patient still wants to hold

Answer 20

Once per minute, check back in with the patient holding for the physician
Offer to have call returned, rather than wait on hold
Always thank caller for waiting

Question 21

Which practice helps create a positive impression on the caller when answering the telephone in a Healthcare facility

Answer 21

The manner in which the telephone is answered

Question 22

What does STAT mean

Answer 22

Latin for Term Statum meaning immediately, at this moment

Question 23

When answering incoming calls, what is the first thing the caller should hear?

Answer 23

The name of the facility

Question 24

Would an animal bite be considered an urgent appointment or an emergency

Answer 24

Urgent call

Question 25

What is the purpose of an answering system

Answer 25

A person answers the call, which can be comforting for patients. The staff at the answering service can act as a buffer for the provider after hours by screening the calls. By following the criteria given to them by the healthcare facility, they can determine whether the provider "(or on-call person) should be contacted, the patient should be directed to the hospital ER, or whether a message can be taken and relayed to the healthcare facility in the morning

Question 26

How long should a telephone message be retained

Answer 26

The healthcare facility must establish a policy on retention on telephone message records Electronic systems should send directly to medical record Keep handwritten message pads for period of statue of limitations

Question 27

Should patients be given an estimate of the cost of their visit

Answer 27

Yes

Question 28

Most providers allow medical assistants to give test results under which circumstances

Answer 28

Satisfactory progress reports Physician must give permissions to share results with patients

Question 29

What duties are performed when you arrive in anticipation of the work day

Answer 29

Prepare examination rooms Ensure that prescription pads are available to the provider but not accessible to patients Supply cabinets need to be unlocked Quality control tests should be done on laboratory equipment Outstanding patient issues from the prior day need to be followed up on Voicemails need to be checked, or messages from answering service needs to be obtained Outgoing voice mail message may need to be updated Computers, copy machines, and other equipment must be turned on Pull appointments for the day Prepare reception area for patients Television and/or white noise should be turn on

Question 30

What is a backorder

Answer 30

An order placed for an item that is temporarily out of stock and will be send later

Question 31

What is considered media mail

Answer 31

Used for sending books, electronic media, and educational material, with delivery in 2-8 days. Cost based on weight

Question 32

What is considered registered mail

Answer 32

Used to protect expensive items. Mail item can be insured up to the maximum amount. A mailing receipt is given; upon request, an electronic verification of delivery and delivery attempt can be sent

Question 33

With inventory control, when new supplies are added, it should be placed

Answer 33

in the back and the oldest supplies in the front

Question 34

What are some common items criminals look for in a physician office

Answer 34

Cash drawers Narcotics

Question 35

What is a discrepancy

Answer 35

A lack of similarity between what is stated and what is found

Question 36

What does inventory management involve and what is the goal

Answer 36

Involves ordering, tracking inventory, and identifying the quantity of products to purchase. The goal of inventory management is to have adequate supplies on hand.

Question 37

In regards to equipment inventory, where should the operations manual be kept

Answer 37

Should be kept at a central location and available to users

Question 38

Which product must the physician provide his/her DEA number

Answer 38

For narcotics

Question 39

What is the most common service used by healthcare facilities for envelops and packages weighing up to 13 ounces

Answer 39

First class mail

Question 40

Many state laws required that terminations letters be sent by

Answer 40

Certified mail with a return receipt

Question 41

Where should prescriptions pads be stored

Answer 41

Outside of the exam rooms, in a locked cabinet

Question 42

What is the main reason for acute back injuries

Answer 42

Micro-trauma related to repetitive activity over time or from one traumatic experience: improper lifting or lifting items too heavy for the back to support Reaching, twisting, or bending when lifting Bad boy mechanics when lifting, pushing, pulling, or carrying items Poor footing or constrained posture

Question 43

What is a provider

Answer 43

An individual or company that provides medical care and services to a patient or the public