Medical Administrative Duties (NCCT
Review) Exam Questions & Answers
(Grade A+)
When handling a patient complaint, which of the following actions
by the medical assistant demonstrates professionalism?
A. Aggressively defend the interests of the practice.
B. Thank the patient for making you aware of their concern.
C. Avoid speaking to the patient directly.
D. Notify the physician immediately. -
correct answer ✅Thank the patient for making you aware of their
concern.
Rationale:
Acknowledging the patient's feelings (and even offering thanks for
being made aware of the concern) promotes a respectful,
resolution-centered climate in which to address the issue. This
response lets the patient know the complaint will be taken
seriously. It is a sign of professionalism and respect to speak directly
,Medical Administrative Duties (NCCT
Review) Exam Questions & Answers
(Grade A+)
to the patient, even if that patient is complaining. It is not
recommended to become aggressive in any situation (it could
escalate instead of resolve the issue), even in defense of the
interests of the practice. The physician does not necessarily need to
immediately be made aware of every complaint.
A medical assistant maintains a positive, caring demeanor when the
office is running 45 minutes behind on scheduled appointments.
This action is most indicative of which of the following workplace
behaviors?
A. professionalism
B. active listening
C. confidentiality
D. assertiveness -
correct answer ✅professionalism
,Medical Administrative Duties (NCCT
Review) Exam Questions & Answers
(Grade A+)
Rationale:
Keeping a calm, positive, caring demeanor in the office, especially
when busy or behind, is an example of professionalism. Presenting
a professional demeanor in the medical office instills trust and
confidence in care received. Confidentiality should always be
maintained as well, and medical professionals should be careful not
to become complacent during busy days. Professional assertiveness
is sometimes necessary to keep things running on pace. Sometimes
during busy days, active listening can suffer because medical
personnel may be thinking of the heavy workload or delayed care
and not focusing on the patient in front of them. Busy and behind-
schedule days occur in every medical practice. Professionalism is a
key factor that helps maintain a good standard of care.
Permission granted by an individual voluntarily and in his right mind
is known as
A. consent.
, Medical Administrative Duties (NCCT
Review) Exam Questions & Answers
(Grade A+)
B. compliance.
C. standard of care.
D. duty of care. -
correct answer ✅consent.
Rationale:
Implied or expressed consent is the voluntary permission given by
the patient for examination, testing, and treatment. Compliance is
the act of following orders or doing what is expected or asked,
standard of care is a set of guidelines that should be followed for
each patient, and duty of care refers to a set of actions that a
person is obligated to follow in order to prevent harm to others.
The medical assistant is preparing to escort a patient with a
prosthetic limb, due to complications from diabetes, to a room.
Which of the following actions by the medical assistant is
appropriate?
Review) Exam Questions & Answers
(Grade A+)
When handling a patient complaint, which of the following actions
by the medical assistant demonstrates professionalism?
A. Aggressively defend the interests of the practice.
B. Thank the patient for making you aware of their concern.
C. Avoid speaking to the patient directly.
D. Notify the physician immediately. -
correct answer ✅Thank the patient for making you aware of their
concern.
Rationale:
Acknowledging the patient's feelings (and even offering thanks for
being made aware of the concern) promotes a respectful,
resolution-centered climate in which to address the issue. This
response lets the patient know the complaint will be taken
seriously. It is a sign of professionalism and respect to speak directly
,Medical Administrative Duties (NCCT
Review) Exam Questions & Answers
(Grade A+)
to the patient, even if that patient is complaining. It is not
recommended to become aggressive in any situation (it could
escalate instead of resolve the issue), even in defense of the
interests of the practice. The physician does not necessarily need to
immediately be made aware of every complaint.
A medical assistant maintains a positive, caring demeanor when the
office is running 45 minutes behind on scheduled appointments.
This action is most indicative of which of the following workplace
behaviors?
A. professionalism
B. active listening
C. confidentiality
D. assertiveness -
correct answer ✅professionalism
,Medical Administrative Duties (NCCT
Review) Exam Questions & Answers
(Grade A+)
Rationale:
Keeping a calm, positive, caring demeanor in the office, especially
when busy or behind, is an example of professionalism. Presenting
a professional demeanor in the medical office instills trust and
confidence in care received. Confidentiality should always be
maintained as well, and medical professionals should be careful not
to become complacent during busy days. Professional assertiveness
is sometimes necessary to keep things running on pace. Sometimes
during busy days, active listening can suffer because medical
personnel may be thinking of the heavy workload or delayed care
and not focusing on the patient in front of them. Busy and behind-
schedule days occur in every medical practice. Professionalism is a
key factor that helps maintain a good standard of care.
Permission granted by an individual voluntarily and in his right mind
is known as
A. consent.
, Medical Administrative Duties (NCCT
Review) Exam Questions & Answers
(Grade A+)
B. compliance.
C. standard of care.
D. duty of care. -
correct answer ✅consent.
Rationale:
Implied or expressed consent is the voluntary permission given by
the patient for examination, testing, and treatment. Compliance is
the act of following orders or doing what is expected or asked,
standard of care is a set of guidelines that should be followed for
each patient, and duty of care refers to a set of actions that a
person is obligated to follow in order to prevent harm to others.
The medical assistant is preparing to escort a patient with a
prosthetic limb, due to complications from diabetes, to a room.
Which of the following actions by the medical assistant is
appropriate?
