Medical Office Final Exam UPDATED
ACTUAL Questions and CORRECT
Answers
What is enunciation? - CORRECT ANSWER - speaking your words clearly and
articulating carefully
What are the uses for effective message taking? - CORRECT ANSWER - use a standard
message pad with a carbonless copy; always attach the pts message to the chart before putting it
in the providers desk; give callers an approximate callback time
what does telephone courtesy include? - CORRECT ANSWER - paying attention to what
is said, do not interrupt, use empathy, listen to tone of voice
What is a automated routing unit? - CORRECT ANSWER - a system that answers the call
and provides the caller with a choice of departments or services that can be accessed by pressing
a specified number on the touch-tone telephone
Admin MAs staffing the receptionist desk is responsible for what tasks? - CORRECT
ANSWER - greeting patients, scheduling appts, answering general questions about the
practice
When is it acceptable to place a patient on hold? - CORRECT ANSWER - when you have
the patients name and why they are calling
What types of questions you need to ask in an emergency? - CORRECT ANSWER - what
happened? Who is the patient? Is the patient breathing or bleeding?
What are the different types of VoIP services include? - CORRECT ANSWER -
computer/ computer, IP phone, Analog telephone adapter
, What is the primary reason for repeating information back to a caller while screening calls? -
CORRECT ANSWER - gives the caller a chance to clarify and/or confirm information
What is the key to having an effective scheduling system? - CORRECT ANSWER -
customize system to the type of practices
What is a stream scheduling system? - CORRECT ANSWER - most widely used
scheduling system in which each patient is assigned a specific time
what is clustering scheduling system? - CORRECT ANSWER - similar procedures are
scheduled on specified days or at specific times
What is double booking? - CORRECT ANSWER - scheduling systems plans for two or
more patients to be given a particular appointment time
What are patients most frequently voiced frustrations with medical clinics? - CORRECT
ANSWER - patients have excessive waiting times
What is the most appropriate action when there are delays in the physicians schedule -
CORRECT ANSWER - give patients an estimate of delay and options to deal with delay
What is the primary source of referral of any provider - CORRECT ANSWER - physician
referrals
What interpersonal skills required for a person scheduling appointments? - CORRECT
ANSWER - being able to reduce anxiety, being attentive, being sensitive to the patients
needs
What is the purpose of screening? - CORRECT ANSWER - determine urgency of call and
care needed
ACTUAL Questions and CORRECT
Answers
What is enunciation? - CORRECT ANSWER - speaking your words clearly and
articulating carefully
What are the uses for effective message taking? - CORRECT ANSWER - use a standard
message pad with a carbonless copy; always attach the pts message to the chart before putting it
in the providers desk; give callers an approximate callback time
what does telephone courtesy include? - CORRECT ANSWER - paying attention to what
is said, do not interrupt, use empathy, listen to tone of voice
What is a automated routing unit? - CORRECT ANSWER - a system that answers the call
and provides the caller with a choice of departments or services that can be accessed by pressing
a specified number on the touch-tone telephone
Admin MAs staffing the receptionist desk is responsible for what tasks? - CORRECT
ANSWER - greeting patients, scheduling appts, answering general questions about the
practice
When is it acceptable to place a patient on hold? - CORRECT ANSWER - when you have
the patients name and why they are calling
What types of questions you need to ask in an emergency? - CORRECT ANSWER - what
happened? Who is the patient? Is the patient breathing or bleeding?
What are the different types of VoIP services include? - CORRECT ANSWER -
computer/ computer, IP phone, Analog telephone adapter
, What is the primary reason for repeating information back to a caller while screening calls? -
CORRECT ANSWER - gives the caller a chance to clarify and/or confirm information
What is the key to having an effective scheduling system? - CORRECT ANSWER -
customize system to the type of practices
What is a stream scheduling system? - CORRECT ANSWER - most widely used
scheduling system in which each patient is assigned a specific time
what is clustering scheduling system? - CORRECT ANSWER - similar procedures are
scheduled on specified days or at specific times
What is double booking? - CORRECT ANSWER - scheduling systems plans for two or
more patients to be given a particular appointment time
What are patients most frequently voiced frustrations with medical clinics? - CORRECT
ANSWER - patients have excessive waiting times
What is the most appropriate action when there are delays in the physicians schedule -
CORRECT ANSWER - give patients an estimate of delay and options to deal with delay
What is the primary source of referral of any provider - CORRECT ANSWER - physician
referrals
What interpersonal skills required for a person scheduling appointments? - CORRECT
ANSWER - being able to reduce anxiety, being attentive, being sensitive to the patients
needs
What is the purpose of screening? - CORRECT ANSWER - determine urgency of call and
care needed
