CPPM Exam – Certified Physician Practice Manager (Comprehensive Study Guide and
Certification Preparation)
Which of the following is NOT a typical duty of a practice manager? - correct answer
✔✔Preparation of the patient for the physician
What is the difference between efficiency and effectiveness? - correct answer ✔✔Efficiency is
doing things right while effectiveness is doing the right things.
Your office has protocol on how to handle telephone calls. Use the protocol below to answer
this question:
Telephone Protocol
1. Answer the phone: "Doctor's office (use name of doctor); This is (your name); How may I help
you?"
2. When taking a message:
Use the 2-ply carbon message pads. Write the patient's name, birth date, phone number, where
they can be reached, name of the person calling, relationship to the patient if they are not the
patient, today's date, and time of call. Write a brief explanation for the call. Get a name of the
pharmacy if a refill is requested. Pull the patient's chart and attach the message to give to the
physician's nurse.
A patient calls to refill a prescription. How would you apply the policy? - correct answer
✔✔Obtain the patient's name, birth date, phone number, date and time of the call, and the
name of pharmacy. Attach the message to the patient's chart and give the message to the
physician's nurse.
One of the specialists walks into your office without knocking, sits down in the chair across from
you, leans forward, and begins berating you for the way you handled a recent office situation.
What body language would you use to show you are listening and ready to discuss his
complaint? - correct answer ✔✔Stay seated and lean forward
Certification Preparation)
Which of the following is NOT a typical duty of a practice manager? - correct answer
✔✔Preparation of the patient for the physician
What is the difference between efficiency and effectiveness? - correct answer ✔✔Efficiency is
doing things right while effectiveness is doing the right things.
Your office has protocol on how to handle telephone calls. Use the protocol below to answer
this question:
Telephone Protocol
1. Answer the phone: "Doctor's office (use name of doctor); This is (your name); How may I help
you?"
2. When taking a message:
Use the 2-ply carbon message pads. Write the patient's name, birth date, phone number, where
they can be reached, name of the person calling, relationship to the patient if they are not the
patient, today's date, and time of call. Write a brief explanation for the call. Get a name of the
pharmacy if a refill is requested. Pull the patient's chart and attach the message to give to the
physician's nurse.
A patient calls to refill a prescription. How would you apply the policy? - correct answer
✔✔Obtain the patient's name, birth date, phone number, date and time of the call, and the
name of pharmacy. Attach the message to the patient's chart and give the message to the
physician's nurse.
One of the specialists walks into your office without knocking, sits down in the chair across from
you, leans forward, and begins berating you for the way you handled a recent office situation.
What body language would you use to show you are listening and ready to discuss his
complaint? - correct answer ✔✔Stay seated and lean forward
