AMA Final Exam Questions and Answers Latest Update 2025-2026
Work into schedule immediately - Answers Which of the following is the most appropriate
action when a patient telephones with symptoms of acute illness?
Modulation - Answers Which of the following terms best describes using a voice that varies in
pitch and intensity?
Use common Terms - Answers which of the following telephone courtesies should be used
while on the telephone with a patient?
To be sure the caller talks to the person who will be most helpful. - Answers You start incoming
calls by screening the call and asking the caller and some questions. Why is this important?
Scheduling tests for patients - Answers In the medical office, which of the following calls would
be routed to the clinical medical assistant?
Automated routing unit - Answers Which of the following best describes 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?
enunciation - Answers Which of the following terms best describes speaking your words clearly
and articulating carefully?
protocol connection - Answers Which is not a type of VoIP service?
When you have patient's name and why they are calling - Answers According to telephone
courtesies, when is it acceptable to place a patient on hold?
Laboratory is reporting test results - Answers The provider is seeing a patient. In which of the
following situations would you put the caller directly through to the physician?
all of the above - Answers Which of the following have a profound effect on how you sound to
the person on the other end of the line?
complaints about medical treatment or care. - Answers Which of the following phone calls
should be referred to the provider?
all of the above - Answers Which of the following is a way by which first impressions are
conveyed?
Buffer words - Answers Which of the following should be used to avoid clipping important
phrases such as the office name and you name when answering the telephone?
all of the above - Answers What information is required for the medical assistant to obtain on a
new patient contacting the office?
, inability to move quickly - Answers Which of the following is not a communication problem
associated with the elderly?
what did you take? - Answers While you are asking questions, the person state, "I just took a
bunch of pills." What do you ask next?
faxes are easy to use, because most have to be forwarded to the provider. - Answers Which of
the following is not an advantage of the fax machine in the medical office?
electronic mail - Answers Which of the following best describes the process communicating in
digital form over the computer networks?
credit bureau/collection agency - Answers To ensure patient confidentiality and practice
sensible risk management, never discuss a patient with which of the following?
A, B, and C - Answers Administrative medical assistants staffing the reception desk would be
responsible for which of the following tasks?
third - Answers The medical assistant should answer the phone by the end of which ring to
create a positive impression to the patient?
Help slow talkers finish their sentences - Answers An important part of telephone courtesy is
listening. Which of the following is not an appropriate action when listening?
Immediately tell them how you can help them - Answers Which of the following is not an
appropriate action for the medical assistant to help the caller calm down when handling
problem calls?
ask the person whether clarification is needed - Answers For the non-bilingual medical assistant,
what technique may help with communication to non-English speaking patients?
screening - Answers Which of the following is the act of evaluating the urgency of a medical
situation and prioritizing treatment?
use technical terms to convey a professional image. - Answers Which of the following is not a
consideration to use for effective message taking?
Physician referrals - Answers Which of the following best describes one of the primary sources
or any provider?
Explain office policy and schedule an appointment for the next available space. - Answers Which
of the following is the most appropriate action when a pharmaceutical representative walks in
asking for an appointment?
Acting in a hurried manner - Answers Which of the following is not an interpersonal skill required
for a person scheduling appointments?
Work into schedule immediately - Answers Which of the following is the most appropriate
action when a patient telephones with symptoms of acute illness?
Modulation - Answers Which of the following terms best describes using a voice that varies in
pitch and intensity?
Use common Terms - Answers which of the following telephone courtesies should be used
while on the telephone with a patient?
To be sure the caller talks to the person who will be most helpful. - Answers You start incoming
calls by screening the call and asking the caller and some questions. Why is this important?
Scheduling tests for patients - Answers In the medical office, which of the following calls would
be routed to the clinical medical assistant?
Automated routing unit - Answers Which of the following best describes 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?
enunciation - Answers Which of the following terms best describes speaking your words clearly
and articulating carefully?
protocol connection - Answers Which is not a type of VoIP service?
When you have patient's name and why they are calling - Answers According to telephone
courtesies, when is it acceptable to place a patient on hold?
Laboratory is reporting test results - Answers The provider is seeing a patient. In which of the
following situations would you put the caller directly through to the physician?
all of the above - Answers Which of the following have a profound effect on how you sound to
the person on the other end of the line?
complaints about medical treatment or care. - Answers Which of the following phone calls
should be referred to the provider?
all of the above - Answers Which of the following is a way by which first impressions are
conveyed?
Buffer words - Answers Which of the following should be used to avoid clipping important
phrases such as the office name and you name when answering the telephone?
all of the above - Answers What information is required for the medical assistant to obtain on a
new patient contacting the office?
, inability to move quickly - Answers Which of the following is not a communication problem
associated with the elderly?
what did you take? - Answers While you are asking questions, the person state, "I just took a
bunch of pills." What do you ask next?
faxes are easy to use, because most have to be forwarded to the provider. - Answers Which of
the following is not an advantage of the fax machine in the medical office?
electronic mail - Answers Which of the following best describes the process communicating in
digital form over the computer networks?
credit bureau/collection agency - Answers To ensure patient confidentiality and practice
sensible risk management, never discuss a patient with which of the following?
A, B, and C - Answers Administrative medical assistants staffing the reception desk would be
responsible for which of the following tasks?
third - Answers The medical assistant should answer the phone by the end of which ring to
create a positive impression to the patient?
Help slow talkers finish their sentences - Answers An important part of telephone courtesy is
listening. Which of the following is not an appropriate action when listening?
Immediately tell them how you can help them - Answers Which of the following is not an
appropriate action for the medical assistant to help the caller calm down when handling
problem calls?
ask the person whether clarification is needed - Answers For the non-bilingual medical assistant,
what technique may help with communication to non-English speaking patients?
screening - Answers Which of the following is the act of evaluating the urgency of a medical
situation and prioritizing treatment?
use technical terms to convey a professional image. - Answers Which of the following is not a
consideration to use for effective message taking?
Physician referrals - Answers Which of the following best describes one of the primary sources
or any provider?
Explain office policy and schedule an appointment for the next available space. - Answers Which
of the following is the most appropriate action when a pharmaceutical representative walks in
asking for an appointment?
Acting in a hurried manner - Answers Which of the following is not an interpersonal skill required
for a person scheduling appointments?
