Medical Office Management Exam ACTUAL
Questions and CORRECT Answers
When must an established patient undergo another complete exam, as if they are a new patient? -
CORRECT ANSWER - Accident or on-the-job injury
The reception area should be calm and - CORRECT ANSWER - Peaceful
When answering the phone for the medical office, the receptionist should be friendly and -
CORRECT ANSWER - professional
which of the following telephone features requires careful use due to HIPAA regulations -
CORRECT ANSWER - The speaker phone
If a patient cannot speak English and the doctor cannot speak the patient language,what should
be arranged - CORRECT ANSWER - A non-family member interpreter
What is the best way to disarm an angry caller - CORRECT ANSWER - Speak politely
and remain clam
To allow for same day appointments and/or physicians needing to catch up on charting, it is
essential to have what built into the schedule - CORRECT ANSWER - Slack time
If a patient has NOT arrived 30 minutes after his scheduled appointment time, what should the
receptionist do - CORRECT ANSWER - Call, leave a message, or mail a letter to the
patient to reschedule
A new patient is someone who has NOT been seen by the medical office for - CORRECT
ANSWER - 3 years
,verifying insurance requirements and obtaining prior authorization are key to helping the patient
have a successful - CORRECT ANSWER - hospital procedure
How many seats should be available in the waiting room - CORRECT ANSWER -
Enough for 1 hour worth of patients per physician
What function is helpful for a new patient to prepare for her first meeting with the physician -
CORRECT ANSWER - initial forms available to the patient prior to the appointment time
what should be confirmed before placing a call on hold - CORRECT ANSWER - that the
call is not an emergency
staff should be discouraged from - CORRECT ANSWER - receiving personal phone calls
on the office line
When calling a patient to schedule an appointment what should the caller be prepared with -
CORRECT ANSWER - patient records and any instructions to be given to the patient
when making a first appointment, what office policies should new patient be informed of -
CORRECT ANSWER - The need for photo identification
related to telephone calls, screening means - CORRECT ANSWER - to determine the
priority of the call
Some patients many require extra appointment time due too - CORRECT ANSWER -
complexity of health issues
managing a medical front office involves service to the patients in the waiting room and -
CORRECT ANSWER - patients on the phone
, an added step for customer service in taking phone messages for a specific person is to -
CORRECT ANSWER - inform the caller of any known delays in that person returning
their call
when charging an appointment in an appointment book - CORRECT ANSWER - cross out
the entry and ini care what he patient cancelled
what small action can reinforce that you are listening to the customer - CORRECT
ANSWER - use of the patients name
when calling another healthcare facility, what can be disclosed about a mutual patient -
CORRECT ANSWER - only what is absolutely necessary
The receptionist must schedule appointments properly, according to the - CORRECT
ANSWER - physician's preference.
At which type of facility is open office hours generally used? - CORRECT ANSWER -
walk in clinics
First impressions are important in person and - CORRECT ANSWER - on the telephone.
What is required if an office wants to use a recorded message as an appointment reminder? -
CORRECT ANSWER - An electronic scheduling system paired with patient contact
information
Creating an appointment matrix can help avoid conflicts with - CORRECT ANSWER -
equipment
The healthcare professional who keeps track of the physician's schedule outside of the office
visits should possess which characteristics? - CORRECT ANSWER - Detail- and
communication-oriented
Questions and CORRECT Answers
When must an established patient undergo another complete exam, as if they are a new patient? -
CORRECT ANSWER - Accident or on-the-job injury
The reception area should be calm and - CORRECT ANSWER - Peaceful
When answering the phone for the medical office, the receptionist should be friendly and -
CORRECT ANSWER - professional
which of the following telephone features requires careful use due to HIPAA regulations -
CORRECT ANSWER - The speaker phone
If a patient cannot speak English and the doctor cannot speak the patient language,what should
be arranged - CORRECT ANSWER - A non-family member interpreter
What is the best way to disarm an angry caller - CORRECT ANSWER - Speak politely
and remain clam
To allow for same day appointments and/or physicians needing to catch up on charting, it is
essential to have what built into the schedule - CORRECT ANSWER - Slack time
If a patient has NOT arrived 30 minutes after his scheduled appointment time, what should the
receptionist do - CORRECT ANSWER - Call, leave a message, or mail a letter to the
patient to reschedule
A new patient is someone who has NOT been seen by the medical office for - CORRECT
ANSWER - 3 years
,verifying insurance requirements and obtaining prior authorization are key to helping the patient
have a successful - CORRECT ANSWER - hospital procedure
How many seats should be available in the waiting room - CORRECT ANSWER -
Enough for 1 hour worth of patients per physician
What function is helpful for a new patient to prepare for her first meeting with the physician -
CORRECT ANSWER - initial forms available to the patient prior to the appointment time
what should be confirmed before placing a call on hold - CORRECT ANSWER - that the
call is not an emergency
staff should be discouraged from - CORRECT ANSWER - receiving personal phone calls
on the office line
When calling a patient to schedule an appointment what should the caller be prepared with -
CORRECT ANSWER - patient records and any instructions to be given to the patient
when making a first appointment, what office policies should new patient be informed of -
CORRECT ANSWER - The need for photo identification
related to telephone calls, screening means - CORRECT ANSWER - to determine the
priority of the call
Some patients many require extra appointment time due too - CORRECT ANSWER -
complexity of health issues
managing a medical front office involves service to the patients in the waiting room and -
CORRECT ANSWER - patients on the phone
, an added step for customer service in taking phone messages for a specific person is to -
CORRECT ANSWER - inform the caller of any known delays in that person returning
their call
when charging an appointment in an appointment book - CORRECT ANSWER - cross out
the entry and ini care what he patient cancelled
what small action can reinforce that you are listening to the customer - CORRECT
ANSWER - use of the patients name
when calling another healthcare facility, what can be disclosed about a mutual patient -
CORRECT ANSWER - only what is absolutely necessary
The receptionist must schedule appointments properly, according to the - CORRECT
ANSWER - physician's preference.
At which type of facility is open office hours generally used? - CORRECT ANSWER -
walk in clinics
First impressions are important in person and - CORRECT ANSWER - on the telephone.
What is required if an office wants to use a recorded message as an appointment reminder? -
CORRECT ANSWER - An electronic scheduling system paired with patient contact
information
Creating an appointment matrix can help avoid conflicts with - CORRECT ANSWER -
equipment
The healthcare professional who keeps track of the physician's schedule outside of the office
visits should possess which characteristics? - CORRECT ANSWER - Detail- and
communication-oriented
