MA500 Week 1 Today's Medical Assistant Study
Guide Questions And Answers
What is most important when the medical assistant answers the telephone? ANS Be courteous
with a positive attitude and personality
What is the first thing the medical assistant should do when answering a telephone call? ANS
Identify the practice and himself or herself
When answering the telephone, what is the best question for the medical assistant to ask to find out a
caller's name? ANS "May I ask who is calling, please?"
What is NOT an important aspect of a pleasing telephone personality? ANS Speaking louder than
normally
How often should the medical assistant check back with a caller who is on hold? ANS At least
every 30 seconds
How can the medical assistant prevent neck and shoulder strain when answering telephone calls?
ANS Use a telephone headset
What should be readily available when taking telephone messages? ANS Desk clock, computer
clock, or wristwatch
If the medical assistant has transferred a telephone call, but the light for that extension continues to
blink, what does it mean? ANS The intended recipient has not yet answered the telephone
What is the name of the telephone feature that allows a medical assistant to send calls from one
telephone number or extension to another? ANS Call forwarding
When is call forwarding used? ANS When all calls are rerouted to another telephone number
, What is the purpose of answering service if one is used by the medical office? ANS Answer calls
when the office is closed
What is true about voicemail? ANS It is built into the telephone system
Which type of electronic device may add computer capabilities to a telephone with software such as
a drug reference? ANS Smartphone
What type of telephone system offers the caller a menu with several options when the telephone is
answered? ANS Electronic routing system
What is it called when the medical assistant determines which telephone calls will go to the
physician? ANS Screening
If a caller asks for the office manager by name, what should the medical assistant usually do? ANS
Ask for the caller's name and then transfer the call to the office manager's extension
When should a call be put through immediately to the doctor, even if the doctor is with a patient?
ANS Another doctor to whom a referral was made
What is the purpose of taking messages for the physician even if he or she is in the office? ANS
To allow the physician to avoid constant interruptions while he or she is seeing patients
What types of calls does the medical assistant usually NOT handle without taking a message? ANS
Requests for results of laboratory tests or diagnostic procedures
How can the medical assistant take telephone messages in an organized manner? ANS Have the
appropriate materials readily available to properly document the call
When can a medical assistant offer medical advice over the telephone? ANS Never- Over the
phone or in person
Guide Questions And Answers
What is most important when the medical assistant answers the telephone? ANS Be courteous
with a positive attitude and personality
What is the first thing the medical assistant should do when answering a telephone call? ANS
Identify the practice and himself or herself
When answering the telephone, what is the best question for the medical assistant to ask to find out a
caller's name? ANS "May I ask who is calling, please?"
What is NOT an important aspect of a pleasing telephone personality? ANS Speaking louder than
normally
How often should the medical assistant check back with a caller who is on hold? ANS At least
every 30 seconds
How can the medical assistant prevent neck and shoulder strain when answering telephone calls?
ANS Use a telephone headset
What should be readily available when taking telephone messages? ANS Desk clock, computer
clock, or wristwatch
If the medical assistant has transferred a telephone call, but the light for that extension continues to
blink, what does it mean? ANS The intended recipient has not yet answered the telephone
What is the name of the telephone feature that allows a medical assistant to send calls from one
telephone number or extension to another? ANS Call forwarding
When is call forwarding used? ANS When all calls are rerouted to another telephone number
, What is the purpose of answering service if one is used by the medical office? ANS Answer calls
when the office is closed
What is true about voicemail? ANS It is built into the telephone system
Which type of electronic device may add computer capabilities to a telephone with software such as
a drug reference? ANS Smartphone
What type of telephone system offers the caller a menu with several options when the telephone is
answered? ANS Electronic routing system
What is it called when the medical assistant determines which telephone calls will go to the
physician? ANS Screening
If a caller asks for the office manager by name, what should the medical assistant usually do? ANS
Ask for the caller's name and then transfer the call to the office manager's extension
When should a call be put through immediately to the doctor, even if the doctor is with a patient?
ANS Another doctor to whom a referral was made
What is the purpose of taking messages for the physician even if he or she is in the office? ANS
To allow the physician to avoid constant interruptions while he or she is seeing patients
What types of calls does the medical assistant usually NOT handle without taking a message? ANS
Requests for results of laboratory tests or diagnostic procedures
How can the medical assistant take telephone messages in an organized manner? ANS Have the
appropriate materials readily available to properly document the call
When can a medical assistant offer medical advice over the telephone? ANS Never- Over the
phone or in person
