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

• The name of the facility

• Your name

• Your offer to help or assist

• All are correct

Answer: The name of the facility

When answering incoming telephone calls, the medical assistant should identify the facility first, state his or her name, and then follow with an offer of help.

Question: If a patient calls the office and states that his or her condition has not improved since the office visit earlier in the week, the medical assistant can suggest over-the-counter medications that the patient could try.

• True

• False

Answer: False

The medical assistant can never suggest any type of treatment or medication, because this constitutes practicing medicine without a license.

Question: Which of the following is not correct with regard to ending a call?

• Closing the conversation with some form of “goodbye

• Hanging up before the caller

• Discouraging inappropriate chatting

• Thanking the person for calling

Answer: Hanging up before the caller

• The caller should always be allowed to hang up before the medical assistant does.

Question: Active listening involves:

• being present in the moment.

• focusing solely on the conversation.

• confirming what the speaker has said.

• All are correct

Answer: All are correct

Active listening involves being present in the moment, focusing solely on the conversation, confirming what the speaker has said as well as not interrupting, waiting to form your response until the person has finished speaking, and always being respectful and professional.

Question: The guidelines for medical confidentiality apply equally to telephone conversations; therefore, take care that no one overhears sensitive Information.

• True

• False

Answer: True

The guidelines for medical confidentiality apply equally to telephone conversations: therefore, take care that no one overhears sensitive information.

Question: The medical assistant should never give patients an estimate of what the cost of their visit will be, even on the initial visit.

• True

• False

Answer: False

Patients should be given a good estimate of what they should expect to pay, especially on the first visit.

Question: If a caller refuses to identify himself or herself, the medical assistant can put the call through to the physician right then.

• True

• False

Answer: False

The caller should not be put through if he or she refuses to give a name; however, the medical assistant can offer to schedule an appointment so that the caller can speak privately with the physician.

Question: Most physicians do not expect the medical assistant to screen calls.

• True

• False

Answer: False

Medical assistants should screen the calls for physicians.

Question: If a patient wants to hold to speak to a certain staff member, the medical assistant does not have to return to the phone at all during the wait time.

• True

• False

Answer: False

The medical assistant should always offer to take a message at frequent intervals if the patient is on hold for a length of time.

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