Ch. 22: Telephone Communications Pretest

Which of the following is NOT considered a guideline (protocol) for answering the telephone in the medical office?

• Answer the telephone as promptly as possible, with a smile.

• Put the caller on hold as quickly as possible.

• Handle as many telephone calls as you possibly can without disturbing the provider. Provide message and documentation, including attaching the callback number and chart when needed by the provider for review.

• Document only the important calls.

Identify methods of screening and routing incoming calls.

• A. Determine nature of call.

• B. Accurately describe patient symptoms.

• C. Determine level of urgency.

• D. Use standard questions and respond in a template form reauthorized by the provider.

• E. All of the above

Which of the following is incorrect when documenting a telephone message?

• Record nature of call only if urgent message

• Caller's full name

• Date of birth

• Date and time of call

Which types of telephone calls will a medical assistant have to answer in the medical office?

• A. Appointments

• B. Prescription refills

• C. Follow-up calls

• D. Difficult calls

• E. All of the above

Which of the following describes the types of community resources for patients' health care needs (may be more than one answer)?

• Senior services

• Lab services and locations

• Occupational Health and Safety Administration

• Police Department

Which of the following describes concerns/challenges for using a mobile device in the health care setting?

• A. Camera and recording capabilities pose a threat to patient privacy

• B. No instant access to patient portals

• C. Keener awareness by user

• D. All of the above

With electrinic health records, there is a digital footprint of each and every access to a patient's records. If a provider or manager wants to know who has accessed a patient's record, they would do which of the following?

• A. Review paper charts and document last employee to enter a progress note.

• B. Run an administrative access report.

• C. Run an Operator Audit Log.

• D. All of the above