mid term review II

Front

What should you do if a caller is asking for confidential patient information?

Back

Ask for the patient's consent and verify the caller's identity

Front

How should a medical assistant manage a call that is not urgent?

Back

Ask if the caller can wait until a more appropriate time to call back

Front

What is an example of a call that should be triaged immediately? A call about a minor headache, A call reporting chest pain, A call regarding a lost wallet, A call to report a broken light bulb

Back

A call reporting chest pain

Front

When taking a message for a physician, which of the following is important to record? Caller’s name, reason for the call, date and time, specific instructions.

Back

Caller’s name, reason for the call, date and time, specific instructions.

Front

If a patient calls in with a complaint about their appointment time, how should you respond?

Back

Acknowledge the patient's concern, check appointment details, and provide a solution or explanation.

Front

A medical assistant should always confirm the following when scheduling an appointment: Patient's name, date of birth, reason for visit, insurance information, preferred appointment time.

Back

Patient's name, date of birth, reason for visit, insurance information, preferred appointment time.

Front

When speaking with a patient on the phone, a medical assistant should:

Back

Maintain professionalism and ensure patient confidentiality.

Front

What should a medical assistant do if they accidentally answer the phone while the patient is on hold?

Back

Apologize and return to the patient on hold.

Front

Which of the following is NOT a good telephone practice?
- Taking notes during the conversation.
- Listening attentively to the caller.
- Interrupting the caller.
- Asking clarifying questions when needed.

Back

Interrupting the caller.

Front

What is the role of a medical assistant when a call involves patient confidentiality?

Back

The medical assistant must protect patient confidentiality by verifying the caller's identity and ensuring compliance with HIPAA regulations.