30 terms

CMA Review Administrative Technologies

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When assigned to answering the telephone in a physician's office:
you should be able to determine which calls are
routine, non-emergent, or emergent situations
The style of speaking and enunciating words is referred to as:
diction
When answering phones during a busy time of day, it is only appropriate to place a caller on hold after you ask the following:
Will you please hold?
Which of the following is a phone call that ordinarily does not require the party to speak directly to the physician?
A pharmacist calls to verify information written
on a prescription form
The transmission of a hard copy of a written document through a phone line is called a(n):
facsimile
The primary purpose of screening telephone calls is to:
manage the physician's time by referring only necessary calls
The physician has asked you to contact a patient to schedule a return office visit to discuss laboratory results. The patient is not available when you call. It is appropriate to:
try to reach the patient later but also send a letter with the information.
When assigned to work in the reception area of the office, you should attempt to answer all incoming telephone calls:
by the third ring
Which of the following is an appropriate standard opening for an incoming call to the physician's office?
Good morning, Dr. Smith's office.
When transferring a patient call to the physician, you should:
have the patient's medical record available for
the physician
After a caller has been placed on hold, you should make every attempt to respond to the caller within:
30 seconds
When dealing with a difficult caller, you should:
determine the problem and the appropriate
staff member who can help the caller
When a patient calls with a list of symptoms, including fever, chills, and body aches, that have lasted for the past several days, you should:
offer the patient an appointment to see the
physician
When placing calls to patients to confirm appointments, the calls should be made:
in an area where you cannot be overheard by
other patients
An electronic device that takes in, stores, retrieves, and processes data is a:
computer
A computer program that tells the computer what to do is the:
software
The federal government enacted a standard practice for confidentiality and release of patient information as it applies to computers. This information is found in the federal register under the abbreviation:
HIPAA
When you are focusing on the conversation of the telephone call and ignoring outside distractions, you are:
actively listening
When routing a caller to another person, you should:
provide the phone number or extension to which you are transferring the caller, in case the call is disconnected
To comply with the HIPAA requirements when using a computer, you should remember to do the following EXCEPT:
keep the computer on at all times to save time turning it on
Which of the following is a necessary quality for a good telephone voice?
Speaking clearly and saying words correctly
When an unidentified caller insists on speaking with the physician, the medical assistant should:
tell the caller that the physician is with a
patient and you need a name and a number so
the call can be returned
The proper way to deal with an emergency call is to:
keep the caller on the line while contacting the
emergency medical system on another line if
the office has multiple phone lines.
Telephone calls that the medical assistant or medical administrative specialist may handle include the following EXCEPT:
providing a patient with laboratory test results
just received from a lab
To maintain telephone confidentiality, the medical assistant or medical administrative specialist must:
give information only to authorized persons
Which of the following is not a device used to save computer data?
HTTP
Yahoo is an example of an Internet:
search engine
A patient history processed on the computer would most likely be saved in what type of file?
DOC
Equipment needed for medical transcription is a:
computer
The correct spelling of heavy, uncontrolled bleeding is:
hemorrhage