WORKSHEETS ANSWER KEYS MEDICAL
ASSISTING ADMINISTRATIVE AND CLINICAL
COMPETENCIES 2026 MOCK PAPER
COMPREHENSIVE REVIEW NOTES ANALYTICAL
SUMMARY
◉ You must ___________ the needs of the patient and provider by
asking the proper questions to route ac- curate information to the
appropriate person with the level of urgency required..
Answer: anticipate
◉ Your voice is part of your ___________, but over the phone, your
voice is you..
Answer: personality
◉ Appointments should be ______________ by reading the scheduled
time back to the patient after it has been recorded in the
appointment book or scheduling system..
Answer: confirmed
◉ The general rule is that a medical assistant does not give out
information or call in a prescription without the _______ direction of
the physician..
,Answer: express
◉ Messages from the answering service need to be returned in the
order of importance within an appropriate and reasonable time
period. Remember to check the _______ machine and ________for other
patient-related messages..
Answer: fax; patient portal
◉ Explain the proper protocol (steps) for answering the telephone
in the medical office, including an example..
Answer: Answering each call as soon as possible—at least by the
third ring—using custome
◉ 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:
1. message for provider.
Answer: Provider
,◉ 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:
2. A patient with a question about insurance.
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
3. A patient calling for a routine prescription refill.
Answer: Clinical 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
, 4. A patient wanting some medical advice.
Answer: Clinical medical assistant who will take a message and
route to provider with appropriate urgency
◉ 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:
5. Another physician.
Answer: Provider
◉ 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:
6. A patient needing to schedule an appointment.
Answer: Administrative medical assistant
ASSISTING ADMINISTRATIVE AND CLINICAL
COMPETENCIES 2026 MOCK PAPER
COMPREHENSIVE REVIEW NOTES ANALYTICAL
SUMMARY
◉ You must ___________ the needs of the patient and provider by
asking the proper questions to route ac- curate information to the
appropriate person with the level of urgency required..
Answer: anticipate
◉ Your voice is part of your ___________, but over the phone, your
voice is you..
Answer: personality
◉ Appointments should be ______________ by reading the scheduled
time back to the patient after it has been recorded in the
appointment book or scheduling system..
Answer: confirmed
◉ The general rule is that a medical assistant does not give out
information or call in a prescription without the _______ direction of
the physician..
,Answer: express
◉ Messages from the answering service need to be returned in the
order of importance within an appropriate and reasonable time
period. Remember to check the _______ machine and ________for other
patient-related messages..
Answer: fax; patient portal
◉ Explain the proper protocol (steps) for answering the telephone
in the medical office, including an example..
Answer: Answering each call as soon as possible—at least by the
third ring—using custome
◉ 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:
1. message for provider.
Answer: Provider
,◉ 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:
2. A patient with a question about insurance.
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
3. A patient calling for a routine prescription refill.
Answer: Clinical 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
, 4. A patient wanting some medical advice.
Answer: Clinical medical assistant who will take a message and
route to provider with appropriate urgency
◉ 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:
5. Another physician.
Answer: Provider
◉ 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:
6. A patient needing to schedule an appointment.
Answer: Administrative medical assistant
