KINNS MEDICAL ASSISTANT CHAPTER 9 EXAM QUESTIONS WELL ANSWERED LATEST UPDATE 2026
When answering phones in the medical office - Answers No jargon
Speak distinctly
Clear pronunciation
And enunciation
Hear a smile
Identify the caller by - Answers Repeat the callers name in conversation.
Use their name 2-3 times
Screen the call - Answers Provides guidance on the type of calls to be routed the physician and those
that will be called back later
Answer the phone on the - Answers First ring no later than the third
When Speaking To Patient - Answers Confirm the origin if the call
Apply active listening - Answers Hear and understand, show the patient you are paying attention
When transferring call - Answers Provide receiver with as much info as possible
When terminating the call - Answers Ensure that the caller doesn't have further questions.
Let the patient hang up first
To renew or fill prescription obtain this information - Answers Patient name and
Phone number to be reached at
Prescription name and milligrams, type of meds.
Pharmacy name, phone number, fax, address.
Purpose to retain patients info for prescription - Answers To determine whether to call in
prescription or have the patient see the physician
What to write in patients chart - Answers The prescription the physician wants for the patient.
Transcribe info correctly. Analyze and provide appropriate feedback to doctor and put your initials.
Purpose of writing in patients chart - Answers To have permanent record of the prescription. To make
sure the prescription is exactly what doctor wants, eliminate errors in medication name and dosage.
To refill a prescription - Answers Give the physician the patient chart with the message requesting a
refill attached with patient phone call info.
Purpose of giving the patient chart info to physician - Answers To use Patient chart info as a reference
and to determine whether the medication requested should be filled.
Ask the pharmacy staff to repeat the prescription back to you because - Answers To verify the
pharmacist took down the prescription correctly.
Why note on the chart the date and time prescription was called to pharmacy - Answers To create a
permanent record of the meds bring called to the pharmacy along with the dose and frequency of
doses
Why use the electronic medical record system to order with the pharmacy - Answers Helps to
eliminate prescribing errors and forged prescriptions
Time zones - Answers Pacific, mountain, central, eastern
Questions to ask on emergency calls - Answers Callers phone number where the can be reached,
chief symptoms and when started, are these previous symptoms, how were they handled, is the
patient alone, wherr are you located, had
transportation or needs an ambulance. If needed stay with patient till ambulance arrives.
Highness or lowness of sound - Answers Pitch
Provider - Answers Sells medical equipment and supplies to the public
To keep the listener interested and enthusiastic maintain this tone - Answers Monotone
Articulate and clear speaking - Answers Clarity
When returning a patient's call ask for - Answers Insurance information
Ask if insurance information is updated
First and last name and date of birth, reason for call, symptoms.
When Speaking with lab technician about a patient confirm - Answers Patients full name, date of
birth, the lab technicians last name and department, reason for test or requisition unfo.
With angry callers you should - Answers Be understanding, allow the caller to do most of the talking,
be calm.
Unauthorized inquiries - Answers Information can't be given over the phone
Foreign language or heavy accent callers - Answers Have a translater relay the call
When answering phones in the medical office - Answers No jargon
Speak distinctly
Clear pronunciation
And enunciation
Hear a smile
Identify the caller by - Answers Repeat the callers name in conversation.
Use their name 2-3 times
Screen the call - Answers Provides guidance on the type of calls to be routed the physician and those
that will be called back later
Answer the phone on the - Answers First ring no later than the third
When Speaking To Patient - Answers Confirm the origin if the call
Apply active listening - Answers Hear and understand, show the patient you are paying attention
When transferring call - Answers Provide receiver with as much info as possible
When terminating the call - Answers Ensure that the caller doesn't have further questions.
Let the patient hang up first
To renew or fill prescription obtain this information - Answers Patient name and
Phone number to be reached at
Prescription name and milligrams, type of meds.
Pharmacy name, phone number, fax, address.
Purpose to retain patients info for prescription - Answers To determine whether to call in
prescription or have the patient see the physician
What to write in patients chart - Answers The prescription the physician wants for the patient.
Transcribe info correctly. Analyze and provide appropriate feedback to doctor and put your initials.
Purpose of writing in patients chart - Answers To have permanent record of the prescription. To make
sure the prescription is exactly what doctor wants, eliminate errors in medication name and dosage.
To refill a prescription - Answers Give the physician the patient chart with the message requesting a
refill attached with patient phone call info.
Purpose of giving the patient chart info to physician - Answers To use Patient chart info as a reference
and to determine whether the medication requested should be filled.
Ask the pharmacy staff to repeat the prescription back to you because - Answers To verify the
pharmacist took down the prescription correctly.
Why note on the chart the date and time prescription was called to pharmacy - Answers To create a
permanent record of the meds bring called to the pharmacy along with the dose and frequency of
doses
Why use the electronic medical record system to order with the pharmacy - Answers Helps to
eliminate prescribing errors and forged prescriptions
Time zones - Answers Pacific, mountain, central, eastern
Questions to ask on emergency calls - Answers Callers phone number where the can be reached,
chief symptoms and when started, are these previous symptoms, how were they handled, is the
patient alone, wherr are you located, had
transportation or needs an ambulance. If needed stay with patient till ambulance arrives.
Highness or lowness of sound - Answers Pitch
Provider - Answers Sells medical equipment and supplies to the public
To keep the listener interested and enthusiastic maintain this tone - Answers Monotone
Articulate and clear speaking - Answers Clarity
When returning a patient's call ask for - Answers Insurance information
Ask if insurance information is updated
First and last name and date of birth, reason for call, symptoms.
When Speaking with lab technician about a patient confirm - Answers Patients full name, date of
birth, the lab technicians last name and department, reason for test or requisition unfo.
With angry callers you should - Answers Be understanding, allow the caller to do most of the talking,
be calm.
Unauthorized inquiries - Answers Information can't be given over the phone
Foreign language or heavy accent callers - Answers Have a translater relay the call
