It is recommended that you save your response as you complete each question. Question 1 (5 points) A patient is worried about test results.

Note: It is recommended that you save your response as you complete each question.

Question 1 (5 points)

A patient is worried about test results. While waiting for the doctor’s office to call about the results, she cleans her house to use up her nervous energy. The patient may be exhibiting which type of nonadaptive coping mechanism?

Question 1 options:

a) 

Denial

b) 

Sublimation

c) 

Dissociation

d) 

Projection

SaveQuestion 2 (5 points)

You’re listening to a patient describe his issue. You’re leaning forward, nodding, and then providing an answer at the end of his description. You’re exhibiting

Question 2 options:

a) 

active listening.

b) 

passive listening.

c) 

empathy.

d) 

sympathy.

SaveQuestion 3 (5 points)

Which one of the following choices is one of the most important ways to help keep an office running smoothly?

Question 3 options:

a) 

Screen telephone calls properly.

b) 

Use the caller ID function.

c) 

Perform callbacks regularly.

d) 

User a speakerphone for easier multitasking.

SaveQuestion 4 (5 points)

Which one of the following choices creates opinions based on information that’s incorrect?

Question 4 options:

a) 

Character

b) 

Attitude

c) 

Prejudice

d) 

Behavior

SaveQuestion 5 (5 points)

Which one of the following choices is an example of PPE?

Question 5 options:

a) 

Gauze

b) 

Fire extinguishers

c) 

Stethoscope

d) 

Gloves

SaveQuestion 6 (5 points)

A medical assistant asks a patient, “Do you have someone to drive you home?” This is an example of what type of question?

Question 6 options:

a) 

Close-ended

b) 

Open-ended

c) 

Probing

d) 

Leading

SaveQuestion 7 (5 points)

Old cleaners and unused pharmaceuticals fall under which category of medical waste?

Question 7 options:

a) 

Chemical

b) 

Solid

c) 

Biological

d) 

Radioactive

SaveQuestion 8 (5 points)

A patient calls and asks a question that only the office manager can answer. Before you transfer the call, you should

Question 8 options:

a) 

put the patient on hold and talk to the office manager.

b) 

tell the patient to please call back and give her the office manager’s direct line.

c) 

ask the patient if it’s OK to transfer her to the office manager.

d) 

place the patient on hold and try to find the answer.

SaveQuestion 9 (5 points)

During a fire, you’re responsible for calling 911. Which fire safety step are you performing?

Question 9 options:

a) 

E

b) 

C

c) 

R

d) 

A

SaveQuestion 10 (5 points)

What is one way that telephone systems can help educate patients?

Question 10 options:

a) 

By automatically putting them on hold before transferring

b) 

By offering a short prerecorded message announcing office hours and changes

c) 

By asking them to complete a touch-tone survey

d) 

Through prompts asking patients to leave their message for a return call

SaveQuestion 11 (5 points)

You put Patient 1 on hold and answer the second telephone line for Patient 2. You realize that Patient 2 has an emergency. How should you proceed?

Question 11 options:

a) 

Put Patient 2 on hold and explain the situation to Patient 1.

b) 

Take care of Patient 2 before returning to Patient 1, no matter how long it takes.

c) 

Stay on the line with Patient 2 and hang up on Patient 1, making a note to call them back.

d) 

Put both patients on hold while you confer with the physician.

SaveQuestion 12 (5 points)

Feeling sorry for a patient is known as

Question 12 options:

a) 

empathy.

b) 

sympathy.

c) 

distress.

d) 

active listening.

SaveQuestion 13 (5 points)

A medical assistant asks a patient, “Would you say the pain is low, moderate, or severe?” This is an example of what type of question?

Question 13 options:

a) 

Close-ended

b) 

Open-ended

c) 

Probing

d) 

Leading

SaveQuestion 14 (5 points)

One of the most important considerations for a medical assistant taking a phone call with a patient is

Question 14 options:

a) 

tone.

b) 

enunciation.

c) 

queue.

d) 

HIPAA compliance.

SaveQuestion 15 (5 points)

Which one of the following choices is a sign of a good listener?

Question 15 options:

a) 

Typing notes while the speaker is talking

b) 

Judging what the person says to provide an immediate response

c) 

Crossing your arms and sighing

d) 

Asking questions to clarify something the speaker said

SaveQuestion 16 (5 points)

Which entity puts out safety standards for all businesses in the United States?

Question 16 options:

a) 

AAMA

b) 

RACE

c) 

OSHA

d) 

RMA

SaveQuestion 17 (5 points)

When should new medical assistants be trained on office emergency policies and procedures?

Question 17 options:

a) 

Before hiring them

b) 

On the first day

c) 

Within the first month

d) 

Varies depending on the state

SaveQuestion 18 (5 points)

Clearly articulating your words on the telephone refers to

Question 18 options:

a) 

clarity.

b) 

enunciation.

c) 

pitch.

d) 

inflection.

SaveQuestion 19 (5 points)

Which one of the following choices represents nonverbal communication?

Question 19 options:

a) 

Raised tone at the end of the sentence

b) 

Voice lowered to a whisper

c) 

Speaking in medical terms to the patient

d) 

Crossing your arms while the patient speaks

SaveQuestion 20 (5 points)

Asking a patient “Where does it hurt?” is which type of directive communication technique?

Question 20 options:

a) 

Close-ended question

b) 

Leading question

c) 

Exploratory question

d) 

Open-ended question

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