FINAL EXAM COMPREHENSIVE FREQUENTLY MOST TESTED QUESTIONS AND VERIFIED ANSWERS GRADED A+

FINAL EXAM COMPREHENSIVE FREQUENTLY MOST TESTED QUESTIONS AND VERIFIED ANSWERS GRADED A+A client is at the reception desk complaining loudly about the services the clinic provided to the family dog. Which of the following is the most appropriate course of action for the receptionist? a. Call security personnel or local law enforcement b. Ask the client to step into an exam room to speak with the office manager or someone else who can help her c. Stay at the front desk, but refuse to discuss the matter until the client is calm d. Stay at the front desk with the client and discuss the matter - ANSWERSB Triage is best defined as prioritizing patients based on which of the following? a. The length of time a client has been a customer of the clinic b. First-come first-served priority c. Clients' ability to pay for services d. Severity of their conditions - ANSWERSD Page 2 of 156 The receptionist team members spend several hours per day on the telephone, making effective Page 3 of 156 phone techniques an important part of the job. Which of the following is an important component of proper telephone technique? a. Using a pleasant, confident, and understandable voice b. Quickly and cheerfully answering all calls c. Using a low, confident voice d. Using a loud, confident voice - ANSWERSA Which of the following best explains why the receptionist should pull an animal's medical record when a client calls to ask a clinical question? a. The receptionist can refer to the medical record when answering the question b. The receptionist can give the record to the staff member who will be given the call c. The receptionist can note on the medical record what the staff member told the client d. The receptionist can note if any new medications have been prescribed for the patient - ANSWERSB A long-time client of a veterinary practice enters the reception area with a pet. Which of the following is the best way for the receptionist to acknowledge their entrance to the clinic? a. "Hello, Mrs. Jones. Hi, Jessie. I'll be with you momentarily." b. "Please sign your name on the registration Page 4 of 156 sheet." c. "What health problem brings the dog to the clinic today?" Page 5 of 156 d. "Did you see the special on dogs last night on the television?" - ANSWERSA The receptionist will ask new clients to complete forms upon arrival for the first time at a clinic. Which of the following must the receptionist be sure that the client completes on the medical record? a. Contact information for the client, specifics about the animal, and the client's signature stating that he/she will pay for charge b. Client's signature stating that he/she will pay for charge c. Animal's age and gender only d. Animal's species and age only e. Client's contact information only - ANSWERSA A team leader who promotes trust and effective communication among team members is demonstrating w