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MA500 Exam #1 Questions and Correct
Answers/ Latest Update / Already Graded
What is the first thing the medical assistant should do when answering
a telephone call?
a) Put the caller on hold.
b) Finish with the patient who is at your desk.
c) Find out who the caller is.
d) Identify the practice and himself or herself.
Ans: Identify the practice and himself or herself.
How often should the medical assistant check back with a caller who is
on hold?
a) At least every 10 seconds
b) At least every 20 seconds
c) At least every 30 seconds
d) At least every minute
Ans: At least every 30 seconds
All rights reserved © 2025/ 2026 |
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Which of the following items should be readily available when taking
telephone messages?
a) Desk clock, computer clock, or wristwatch
b) Loose-leaf notebook
c) Paper clips
d) Telephone book or Rolodex containing telephone numbers
Ans: Desk clock, computer clock, or wristwatch
When is call forwarding used?
a) When a telephone call must be transferred to a different extension.
b) When the line is busy and the call is sent to voicemail.
c) When all incoming calls are rerouted to another telephone number.
d) When the person answering the telephone wants to be able to
identify a caller before answering the telephone.
Ans: When all incoming calls are rerouted to another telephone
number.
Which of the following is true about voicemail?
All rights reserved © 2025/ 2026 |
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a) It is built into the telephone system.
b) It requires a separate answering device attached to each telephone.
c) It requires one separate electronic device for the entire office.
d) It requires an independent company that answers the telephone for
a number of clients.
Ans: It is built into the telephone system.
If a caller asks for the office manager by name, what should the
medical assistant usually do?
a) Ask for the caller's name and then transfer the call to the office
manager's extension.
b) Ask for the caller's name and offer to take a message for the office
manager.
c) Place the caller on hold and call the office manager to find out if she
wants to take the call.
Offer to transfer the call to the office manager's voicemail.
Ans: Ask for the caller's name and then transfer the call to the
office manager's extension.
All rights reserved © 2025/ 2026 |
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Which of the following calls is put through immediately to the doctor,
even if the doctor is with a patient?
a) A laboratory reporting negative results.
b) Another doctor to whom a referral was made.
c) An angry patient who insists on speaking to the doctor.
d) A caller who says that she will only speak with the physician.
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?
a) To allow the physician to avoid constant interruptions while he or
she is seeing patients
b) To be sure that patient's understand how important the physician's
time is
c) To encourage patients to make appointments if they have questions
for the physician
d) To save the expense of having one person assigned to answering
incoming calls
e) All are correct
All rights reserved © 2025/ 2026 |
MA500 Exam #1 Questions and Correct
Answers/ Latest Update / Already Graded
What is the first thing the medical assistant should do when answering
a telephone call?
a) Put the caller on hold.
b) Finish with the patient who is at your desk.
c) Find out who the caller is.
d) Identify the practice and himself or herself.
Ans: Identify the practice and himself or herself.
How often should the medical assistant check back with a caller who is
on hold?
a) At least every 10 seconds
b) At least every 20 seconds
c) At least every 30 seconds
d) At least every minute
Ans: At least every 30 seconds
All rights reserved © 2025/ 2026 |
, Page |2
Which of the following items should be readily available when taking
telephone messages?
a) Desk clock, computer clock, or wristwatch
b) Loose-leaf notebook
c) Paper clips
d) Telephone book or Rolodex containing telephone numbers
Ans: Desk clock, computer clock, or wristwatch
When is call forwarding used?
a) When a telephone call must be transferred to a different extension.
b) When the line is busy and the call is sent to voicemail.
c) When all incoming calls are rerouted to another telephone number.
d) When the person answering the telephone wants to be able to
identify a caller before answering the telephone.
Ans: When all incoming calls are rerouted to another telephone
number.
Which of the following is true about voicemail?
All rights reserved © 2025/ 2026 |
, Page |3
a) It is built into the telephone system.
b) It requires a separate answering device attached to each telephone.
c) It requires one separate electronic device for the entire office.
d) It requires an independent company that answers the telephone for
a number of clients.
Ans: It is built into the telephone system.
If a caller asks for the office manager by name, what should the
medical assistant usually do?
a) Ask for the caller's name and then transfer the call to the office
manager's extension.
b) Ask for the caller's name and offer to take a message for the office
manager.
c) Place the caller on hold and call the office manager to find out if she
wants to take the call.
Offer to transfer the call to the office manager's voicemail.
Ans: Ask for the caller's name and then transfer the call to the
office manager's extension.
All rights reserved © 2025/ 2026 |
, Page |4
Which of the following calls is put through immediately to the doctor,
even if the doctor is with a patient?
a) A laboratory reporting negative results.
b) Another doctor to whom a referral was made.
c) An angry patient who insists on speaking to the doctor.
d) A caller who says that she will only speak with the physician.
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?
a) To allow the physician to avoid constant interruptions while he or
she is seeing patients
b) To be sure that patient's understand how important the physician's
time is
c) To encourage patients to make appointments if they have questions
for the physician
d) To save the expense of having one person assigned to answering
incoming calls
e) All are correct
All rights reserved © 2025/ 2026 |
