Nội dung chính Show Show
Recommended textbook solutionsU.S. History1st EditionJohn Lund, Paul S. Vickery, P. Scott Corbett, Todd Pfannestiel, Volker Janssen 567 solutions America's History for the AP Course9th EditionEric Hinderaker, James A. Henretta, Rebecca Edwards, Robert O. Self 961 solutions America's History for the AP Course8th EditionEric Hinderaker, James A. Henretta, Rebecca Edwards, Robert O. Self 470 solutions Tonal Harmony, Workbook8th EditionByron Almen, Dorothy Payne, Stefan Kostka 1,387 solutions Recommended textbook solutionsPharmacology and the Nursing Process7th EditionJulie S Snyder, Linda Lilley, Shelly Collins 382 solutions The Human Body in Health and Disease7th EditionGary A. Thibodeau, Kevin T. Patton 1,505 solutions Introduction to Maternity and Pediatric Nursing8th EditionGloria Leifer 298 solutions
Medical Language for Modern Health Care4th EditionDavid M Allan, Rachel Basco 2,732 solutions which characteristic is observable in a medical assist whose objective is to maintain good relations with others or to prevent offense? Tactfulness Rationale Text Reference: p. 197 which action would the medical assistant take to follow regulation required by the Health Insurance Portability and Accountability Act (HIPAA)? Ensure confidentiality during the conversation Rationale Text Reference: p. 200 Which member of the healthcare team is ultimately responsible for notifying the patient of abnormal laboratory results and providing instructions for follow-up? Healthcare provider Rationale Text Reference: p. 206 Which technology is considered the lifeline of a medical practice? telephone Rationale Test-taking tip: Text Reference: p. 197 which strategy would the medical assistant use while communicating with a patient over the phone? behave in courteous and tactful way Rationale Text Reference: p. 200 Which action provides the highest level of security when giving test results over the phone? having a code word for the patient Rationale Text Reference: p. 206 How would the medical assistant handle an angry caller? Assure the patient that every attempt will be made to find the answer. Rationale Text Reference: p. 207 Using a headset provides which advantages to the medical assistant? Hands are free to access computer information. Rationale Text Reference: p. 197 Which action would the medical assistant take if an unauthorized person calls the healthcare provider's office and asks for a patient's information? Respond politely that the patient's information cannot be disclosed. Rationale Text Reference: p. 207 Which term defines professional jargon? Technical terms Rationale Text Reference: p. 200 which pages are used to find business listings in a telephone directory? yellow pages Rationale Text Reference: p. 209 When a medical assistant receives a radiography report marked as STAT for a patient suffering from a herniated disk, which scenario is indicated? The physician needs the reports immediately. Rationale Text Reference: p 197 Which technology should the medical assistant use to avoid missing emergency calls when he or she is away from the telephone? Call forwarding Rationale Text Reference: p. 198 When interacting with patients on the phone, which action may inadvertently convey the message that the clinic does not value patient privacy? Answering the phone on speaker mode Rationale Text reference: p. 198 Which action by the medical assistant would indicate the need for further teaching about telephone techniques? Uses medical jargon while talking with the patient Rationale Test-Taking Tip: Text Reference: p. 200 What information is collect from a patient while taking a call to refill a prescription? Pharmacy name, address, and phone number Rationale Text Reference: p. 204 For which reason does the medical assistant identify the office and the provider when answering the telephone in a healthcare facility? To identify the provider to the patient who called Rationale Test-Taking Tip: Text Reference: p. 201 Which goal would the medical assistant focus on while taking calls in the office, even when juggling several duties? Listen to the caller with full attention Rationale Text Reference: p. 200 When the medical assistant is taking a phone message from a patient that is to be given to the physician regarding the adverse event, what is the first step in the process? Verify that all the information was recorded accurately. Rationale Text Reference: p. 211 What strategy would the medical assistant use while communicating with a patient over the phone? Behave in a courteous and tactful way. Rationale Text Reference: p. 200 Which action would the medical assistant avoid when taking telephone messages? Using small scraps of paper for messages Rationale Text Reference: p. 203 For which reason would the medical assistant not address a caller by name when discussing medication side effects? All communication must maintain patient confidentiality Rationale Text Reference: p. 200 Which will prevent a message from being lost in an office that uses paper messages? Using a pressure-sensitive log to write the message Rationale Text Reference: p. 203 Which feature of the multiple-line telephone can be utilized to discuss information between multiple clinics? Conference call Rationale Test-Taking Tip: Text Reference: p. 198 The senior medical assistant teaches a new medical assistant the technique for managing phone calls. Which statement by the new medical assistant indicates a need for further teaching? "I should answer the call by saying 'please hole' if I'm engaged in another call." Rationale Test-Taking Tip: Text Reference: p. 202 When speaking on the telephone, how is the medical assistant's attitude measured? Through the tone of voice used upon answering Rationale Text Reference: p. 200 For which reason would the medical assistant respond to an aggressive patient's phone call with "your concern is a valid and it will receive the full attention of the physician once I relay the message"? Caller is insisting on immediate action Rationale Test-Taking Tip: Text Reference: p. 207 Which aspects of communication are important when speaking to a patient on the telephone? Voice pitch Rationale Text Reference: p. 200 Which strategy would be used initially when handling a caller with complaints? Let the caller know that his or her concerns are important. Rationale Text Reference: p. 207 At which time is the medical assistant authorized to release medical records that have been requested for a court case? After obtaining written permission from the patient Rationale Test-Taking Tip: Text Reference: p. 207 To which member of the healthcare team would a call be transferred if a patient needs to make a late payment? Billing specialist Rationale Test-Taking Tip: Text Reference: p. 205 Which action would the medical assistant take when a patient calls the office and urgently wants to discuss with physician issues related to their sexual life? Ask the patient to schedule an appointment Rationale Text Reference: p. 201 When a patient calls the healthcare office to report undesired side effects from a prescribed medication and the symptoms do not require urgent care, which guidance would the medical assistant provide to the patient? "I have made note of your message and will give it to the provider." Rationale Text Reference: p. 201 When a patient's results for human immunodeficiency virus (HIV) testing are positive, which response is appropriate for the medical assistant to make when the patient calls about the results? "You'll need to return to the office for the results." Rationale Text Reference: p. 206 Which instructions might be given to a newly hired medical assistant at a healthcare provider's office regarding speaking on the telephone? Vary voice pitch when speaking Rationale Text Reference: p. 200 Which action would the medical assistant take when a patient who is tested positive for human immunodeficiency virus (HIV) calls for results? Speak tactfully with the patient without using monotone. Rationale Test-Taking Tip: Text Reference: p. 206 For what reason would the medical assistant speak with a smile while interacting with a patient on the telephone? To promote good public relations Rationale Test-Taking Tip: Text reference: p. 200 Which action is important for ensuring a telephone message contains the correct information? Clarify any words or numbers that have not been heard clearly. Rationale Text Reference: p. 200 Which qualities are characteristic of a pleasing telephone perona? Having a smile on one's face Rationale Text Reference: p. 200 Which nonvisual and nonverbal communication should the medical assistant be mindful of when speaking to patients on the telephone? Pause after speaking Rationale Test-Taking Tip: Text Reference: p. 200 When a patient with a temperature of 102 F calls the physician's office, which term would the medical assistant use to refer to the patient's condition? Fever Rationale Test-Taking Tip: Text Reference: p. 200 Which techniques should the medical assistant use to convey a pleasing, professional telephone personality? Enunciate words Rationale Text Reference: p. 200 Which response should a medical assistant relay to a patient who calls and states, "I received my bill in the mail, and I am furious"? "Thank you for sharing this information with me. I will make sure this gets reviewed and call you back within an hour." Rationale Test-Taking Tip: Test Reference: p. 207 Which action should the medical assistant take when speaking to a patient and another income call occurs? Interrupt the current call by asking if you place the caller on hold. Rationale Text Reference: p. 201 Which initial response should the medical assistant provide a patient who calls and states, "I have health insurance, but I would like to know what the cost for my clinic visit will be"? "Let me discuss this with the office manager." Rationale Test-Taking Tip: Text Reference: p. 205 What is legal and ethical issue when using telephones during business hours in the healthcare workplace? Messages taken by the medical assistant should be complete and legible. Rationale Text Reference: p. 210 Which response should the medical assistant relay to a patient who is not comfortable with providing information over the phone? "It will be best if you made an appointment to discuss this with the healthcare provider." Rationale Text Reference: p. 206 What is a benefit of using a multiple-line telephone system? It allows calls to be transferred. Rationale Text Reference: p. 197 What is the primary reason for allowing the caller to hang up first? To ensure the caller has no other questions Rationale Text Reference: p. 2013 What describes the most significant concern when patients leave a voice mail? The may not be returned due to a missed message. Rationale Text Reference: p. 201 Which information should the medical assistant be mindful of with when utilizing the speakerphone? Using the speakerphone in patient check-in areas Rationale Text Reference: p. 198 Which question should the medical assistant anticipate asking when taking an incoming call for a request for a prescription refill? "How many pills do you take
a day?" Rationale Text Reference: p. 204 Which action show the use of active listening while on the telephone? Confirming what the speaker has said Rationale Text Reference: p. 199 Which scenario would be a reason for an emergency call? Chest pain Rationale Text Reference: p. 201 Which action should the medical assistant include to ensure that the caller's issues are addressed efficiently? Request the caller's name Rationale Text Reference: p. 213 Which response should the medical assistant use to accurately reflect active listening when a patient calls and reports not feeling well and vomiting? "You are not feeling well and have been vomiting?" Rationale Test-Taking Tip: Text Reference: p. 199 Based on reason given by a patient for a phone call, which patient concern would the medical assistant handle as a first priority? Chest pain Rationale Test-Taking Tip: Text Reference: p. 201 When it is 2:00 p.m. in Atlanta, what time is it in Los Angeles? 11:00 a.m. Rationale Text Reference: p. 208 When a patient calls the physician's office to report a rash around the neck, which action would the medical assistant take first? Use the office telephone screening guidelines protocol. Rationale Text Reference: p. 202 Which action would the medical assistant take first if unable to help a caller? Transfer the call to the appropriate person. Rationale Test-Taking
Tip: Text Reference: p. 202 how would the medical assistant handle an angry caller? Assure the patient that every attempt will be made to find the answer Rationale Text Reference: p. 207 Which is answered by a recorded voice with a series of options, directing the caller to the right person for assistance? Automatic call routing Rationale Text Reference: p. 209 ... ... When answering the office phone the medical assistant should?Answering the telephone in a professional manner involves answering within two to three rings, so the caller is not left waiting. If taking multiple calls, proper etiquette suggests that you give the first caller priority unless the second caller has an emergency. How should the MA answer the office telephone quizlet?The MA should identify the medical practice when answering the telephone and then give her or his own name. If the caller provides no identification, the MA can ask politely for the caller's name. How a medical assistant should not answer the phone?The new medical assistant should not answer a call by saying "please hold" if he or she is engaged in another call; the second call could be an emergency. The medical assistant should determine whether the new call is an emergency and respond accordingly. When answering the telephone What is the best question for the medical assistant to ask to find out a caller's name?What is the difference between an answering service and an answering machine multiple choice question?A live voice can help capture and convert leads: An answering machine can't make a sale, but an answering service agent surely can. Operators can make outbound calls as well as answer inbound calls: If you're having trouble calling prospects back, an answering service can help with that.
What are two advantages of an answering service quizlet?What are 2 advantages of an answering service? 1) It is less expensive to have an answering service than an automated voice response system. 2) There is only 1 advantage; a human being answers the phone. 3) A human being answers the phone and can triage the call.
What services can an answering service provide quizlet?Answering service. A commercial service that answers telephone calls for its clients.. automatic call routing. ... . call forwarding. ... . Caller ID. ... . conference call. ... . emergency. ... . Enunciation. ... . Headset.. What is the most appropriate action if a caller has been on hold for more than 30 seconds?After placing your caller on hold, check back periodically (between 30-45 seconds). Give them the option to continue to hold if it will take longer to find information OR offer to call them back.
|