WORKSHEETS ANSWER KEYS MEDICAL
ASSISTING ADMINISTRATIVE AND CLINICAL
COMPETENCIES 2026 LEARNING MODULE
FINAL REVISION MATERIAL STRUCTURED
ANALYSIS
◉ For each type of call in the following list, identify who it should be
routed to: provider; take a message for provider; clinical medical
assistant; or administrative medical assistant.
Critical lab results:
8. A patient with a question about a statement received by mail.
Answer: Administrative medical assistant
◉ For each type of call in the following list, identify who it should be
routed to: provider; take a message for provider; clinical medical
assistant; or administrative medical assistant.
Critical lab results:
9. A patient having a heart attack.
,Answer: Provider (call 911)
◉ List at least six pieces of information that should be included in all
telephone messages..
Answer: date, time, name, date of birth, M/F, phone number(s),
detailed and accurate message, whether the message is urgent,
medical assistant's name or initials
◉ List at least four types of community resources for patients'
health care needs and four types of emergency services and how to
research current information..
Answer: Answers will vary but can include: CDC, Medicare,
Department of Motor Vehicles, senior services, home health services,
lab services and locations, diabetes programs, women's health
center, osteoporosis research department, Child Protective Services,
emergency medical services, education and training and public
health services. Locate these resources through such means as office
materials and directories
◉ Jennifer, the clinical medical assistant, answers the telephone for
the receptionist, who is busy, and encounters a patient who is very
upset and anxious. The patient quickly informs Jennifer that her
three-year-old daughter has fallen and is bleeding badly. The patient
tells Jennifer her name and phone number but hangs up before
Jennifer can find anything to write with or record the message on.
,1. How should Jennifer handle this situation?.
Answer: She should obtain a pen and message pad and call the
patient back immediately to verify that the information is correct.
◉ Jennifer, the clinical medical assistant, answers the telephone for
the receptionist, who is busy, and encounters a patient who is very
upset and anxious. The patient quickly informs Jennifer that her
three-year-old daughter has fallen and is bleeding badly. The patient
tells Jennifer her name and phone number but hangs up before
Jennifer can find anything to write with or record the message on.
2. How can she ensure that this will not happen again?.
Answer: She should make sure always to have a pen and message
pad beside each phone in the office and to keep the patient on the
phone to obtain all necessary information.
◉ Jennifer, the clinical medical assistant, answers the telephone for
the receptionist, who is busy, and encounters a patient who is very
upset and anxious. The patient quickly informs Jennifer that her
three-year-old daughter has fallen and is bleeding badly. The patient
tells Jennifer her name and phone number but hangs up before
Jennifer can find anything to write with or record the message on.
3. What should Jennifer do before answering the phone the next
time?.
, Answer: She should make sure she has the correct supplies for
documenting a telephone message.
◉ Several of the telephone lines are ringing at once, and Sarah is
already on the line with one patient who needs to have an important
question answered immediately.
1. What should Sarah do about answering the other lines?.
Answer: She should place the first caller on hold to answer the
second line.
◉ Several of the telephone lines are ringing at once, and Sarah is
already on the line with one patient who needs to have an important
question answered immediately.
2. Should she continue to talk with the first caller and let the other
lines ring?.
Answer: She should attempt to answer all lines as soon as possible
and then take care of the calls in the order in which they were
received.
◉ Several of the telephone lines are ringing at once, and Sarah is
already on the line with one patient who needs to have an important
question answered immediately.
ASSISTING ADMINISTRATIVE AND CLINICAL
COMPETENCIES 2026 LEARNING MODULE
FINAL REVISION MATERIAL STRUCTURED
ANALYSIS
◉ For each type of call in the following list, identify who it should be
routed to: provider; take a message for provider; clinical medical
assistant; or administrative medical assistant.
Critical lab results:
8. A patient with a question about a statement received by mail.
Answer: Administrative medical assistant
◉ For each type of call in the following list, identify who it should be
routed to: provider; take a message for provider; clinical medical
assistant; or administrative medical assistant.
Critical lab results:
9. A patient having a heart attack.
,Answer: Provider (call 911)
◉ List at least six pieces of information that should be included in all
telephone messages..
Answer: date, time, name, date of birth, M/F, phone number(s),
detailed and accurate message, whether the message is urgent,
medical assistant's name or initials
◉ List at least four types of community resources for patients'
health care needs and four types of emergency services and how to
research current information..
Answer: Answers will vary but can include: CDC, Medicare,
Department of Motor Vehicles, senior services, home health services,
lab services and locations, diabetes programs, women's health
center, osteoporosis research department, Child Protective Services,
emergency medical services, education and training and public
health services. Locate these resources through such means as office
materials and directories
◉ Jennifer, the clinical medical assistant, answers the telephone for
the receptionist, who is busy, and encounters a patient who is very
upset and anxious. The patient quickly informs Jennifer that her
three-year-old daughter has fallen and is bleeding badly. The patient
tells Jennifer her name and phone number but hangs up before
Jennifer can find anything to write with or record the message on.
,1. How should Jennifer handle this situation?.
Answer: She should obtain a pen and message pad and call the
patient back immediately to verify that the information is correct.
◉ Jennifer, the clinical medical assistant, answers the telephone for
the receptionist, who is busy, and encounters a patient who is very
upset and anxious. The patient quickly informs Jennifer that her
three-year-old daughter has fallen and is bleeding badly. The patient
tells Jennifer her name and phone number but hangs up before
Jennifer can find anything to write with or record the message on.
2. How can she ensure that this will not happen again?.
Answer: She should make sure always to have a pen and message
pad beside each phone in the office and to keep the patient on the
phone to obtain all necessary information.
◉ Jennifer, the clinical medical assistant, answers the telephone for
the receptionist, who is busy, and encounters a patient who is very
upset and anxious. The patient quickly informs Jennifer that her
three-year-old daughter has fallen and is bleeding badly. The patient
tells Jennifer her name and phone number but hangs up before
Jennifer can find anything to write with or record the message on.
3. What should Jennifer do before answering the phone the next
time?.
, Answer: She should make sure she has the correct supplies for
documenting a telephone message.
◉ Several of the telephone lines are ringing at once, and Sarah is
already on the line with one patient who needs to have an important
question answered immediately.
1. What should Sarah do about answering the other lines?.
Answer: She should place the first caller on hold to answer the
second line.
◉ Several of the telephone lines are ringing at once, and Sarah is
already on the line with one patient who needs to have an important
question answered immediately.
2. Should she continue to talk with the first caller and let the other
lines ring?.
Answer: She should attempt to answer all lines as soon as possible
and then take care of the calls in the order in which they were
received.
◉ Several of the telephone lines are ringing at once, and Sarah is
already on the line with one patient who needs to have an important
question answered immediately.
