Question

16 When using speakerphone, which of the following should occur to comply with HIPAA? a Inform the caller that you will be using speakerphone b. Let the person know who else will be listening in c Door or reception window should be closed d. Should not be used in areas where conversation can be overheard 17. When answering incoming calls, what is the finst thing the caller should hear? a The name of the facility b Your name 4 seuc 3 Wich of Your offer to help or assist d All of the above 18. Which of the following calls is considerod urgent, but not an emergency? Symptoms of chest pain b. Severe allergic reactions c. Animal bite d. Broken bones 19. When placing callers on hold, how often should you check back to make sure the caller still wants to remain on hold? a No longer than 1 minute b. Every 2 minutes c. Until time is available to talk d. It is not necessary to check back: patients will hold until you return to the call. How long are records of telephone messages retained? The same period that the statute of limitations runs for medical professional liability cases b 20. 5 years c. 7 years d. I week 21. Most providers allow medical assistants to give test results in which of the following circumstances? a Only normal test results b. Abnormal test results if authorized by the provider c A caller asking for information on a spouse or child d. Both A and B 22. When a patient calls in complaining about the care he or she received, or the fee charged, which of the following should be avoided? a Placing blame for the error b. Responding with "Let me help you" c Finding the source of the problem and then presenting options for resolution d. Providing good customer service 23. Answering services can be used for which of the following? a Cover the telephone if all staff members need to be away at the same time b. Buffer and screen after-hours calls c Act as the first point of contact with the practice

Answer 1

Below are the answers for the MCQs

16. D

17. D

18. D

19. A

20. B

21. C

22. D

23. B