Communication Flashcards
A business letter should be folded in which of the following positions when using a standard No. 10 envelope?
A. half, horizontally
B. half, vertically
C. thirds, face-up
D. quarters, face-down
thirds, face-up
When writing a business letter, the medical assistant should include which type of punctuation following the salutation?
A. semi-colon
B. hyphen
C. comma
D. colon
Colon
When composing a business letter, how should the medical assistant properly indicate copies of the letter are being sent to others?
A. List the names below the sender’s name.
B. Enter “Encl” followed by the names.
C. Enter “Re” followed by the names.
D. Enter “cc” followed by the names.
Enter “cc” followed by the names.
The medical assistant aligns all parts of a business letter at the left margin. This is an example of which of the following letter formats?
A. Simplified letter style
B. Full block style
C. Modified block style
D. Semi block style
Full block style
Which of the following is an inappropriate complimentary closing for a business letter?
A. “Sincerely”
B. “Respectfully”
C. “Best Regards”
D. “Wishing You the Best”
Wishing You the Best”
What five pieces of information must be available on every sample in the laboratory?
A. Full name, unique identifier, date of collection, time of collection, tests collected
B. Full name, insurance information, patient location, date of collection, time of collection
C. Full name, insurance information, patient location, tests collected, time of collection
D. Full name, unique identifier, date of collection, time of collection, collector’s identity
Full name, unique identifier, date of collection, time of collection, collector’s identity
Recording the patient’s critical glucose value in the medical record is an example of which of the following?
A. good laboratory practices (GLPs)
B. competency evaluations
C. threshold values
D. quality control (QC
good laboratory practices (GLPs)
Which of the following questions should the medical assistant ask to gain the most pertinent information about the patient’s chief concern while taking her history?
A. What medications are you currently taking?
B. What brings you in to see the doctor today?
C. On a scale of 1-10, where would you rate your pain?
D. When was your last menstrual period?
What brings you in to see the doctor today
Which of the following is an appropriate way to greet a patient?
A. “Welcome to Dr. Doe’s office. My name is John. How may I help you?”
B. “Can you please sign in on the registration form?”
C. “Can I please see your insurance card and ID?”
D. “Good Afternoon. According to our records your copayment is…”
Welcome to Dr. Doe’s office. My name is John. How may I help you?”
A patient presents to the medical office stating the following: “I was previously seen for a physical exam and the EOB I received contained an error regarding my medical coverage. The doctor ordered blood screening for hypercholesterolemia, and I’m out of my blood pressure meds.” Which of the following questions should the medical office assistant ask the patient first?
A. Were you referred by a physician?
B. Which insurance carrier do you have?
C. Will you be paying for the bill?
D. Did the doctor say you needed to be seen today?
Did the doctor say you needed to be seen today?
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
Thank the patient for making you aware of their concern
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?
A. ask the patient if they need extra assistance before helping
B. move the patient ahead to be seen by the physician
C. obtain a blood glucose spot check before moving the patient
D. provide large print educational materials for possible retinopathy
ask the patient if they need extra assistance before helping
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
Professionalism
Which of the following actions by the medical assistant reflects professional telephone etiquette? (Select the three (3) correct answers.)
A. requesting permission before placing a caller on hold
B. speaking clearly with a pleasant tone
C. verifying the patient’s full name and date of birth
D. answering an incoming call by the tenth ring
E. reassuring a patient their prescribed medication will work soon
requesting permission before placing a caller on hold, speaking clearly with a pleasant tone, verifying the patient’s full name and date of birth
- Which of the following pieces of information is important to include when taking a routine telephone message? (Select the three (3) correct answers.)
A. name of the person calling B. caller's return telephone number C. date and time of the call D. caller's health insurance policy number E. caller's billing address
name of the person calling, caller’s return telephone number, date and time of the call
