Clinical Medical Assistant Certification AMCA Study Guide questions and solutions

Clinical Medical Assistant Certification AMCA Study
Guide questions and solutions

Communication Methods - answers• Listening na na na na na




• Face the person
na na na




• Have good eye contact
na na na na na




• Lean toward the person
na na na na




• Respond to the person
na na na na




• Paraphrasing- in your own words (shows you're really listening)
na na na na na na na na na




• Clarifying
na na




• Silence- don't always have to say something
na na na na na na na




Nonverbal Communication - answers1.) Kinesics- study of nonverbal communication na na na na na na na na na




a.) kinesic slip- where verbal and nonverbal messages do not match
na na na na na na na na na na na




Zones of Comfort - answers• Intimate space (18 in or closer
na na na na na na na na na na




• Personal space (18 in. to 4ft)
na na na na na na




• Social space (4ft to 12ft)
na na na na na




• Public space (12ft or more)
na na na na na




Phone Etiquette - answers• When speaking on the phone always identify yourself to the caller.
na na na na na na na na na na na na na na




• Give your undivided attention and willingness to help.
na na na na na na na na




• Listen w/o interrupting, provide reasonable alternatives and take a clear concise message in order for the call to b
na na na na na na na na na na na na na na na na na na na




returned.
na




Answering the Phone - answers• Answer promptly and kindly. na na na na na na na na na




• NEVER ALLOW AND ANGRY OR AGGRESSIVE CALLER TO UPSETYOU; RMAIN CALM AND COMPOSED.
na na na na na na na na na na na na na na




• Speak clearly and concisely
na na na na na




• Be sure to ask the callers permission before placing them on hold
na na na na na na na na na na na na




E-mail is a quick and easy way to communicate - answers• Use a personal name if your system allows it
na na na na na na na na na na na na na na na na na na na




• Fill in the subject line to identify your message
na na na na na na na na na na




• DO NOT write a message with upper case as this may be perceived as expressing anger
na na na na na na na na na na na na na na na na




• ALWAYS CHECK WHO THE RECIEVER OF THE MAIL IS BEFORE YOU CLICK SEND
na na na na na na na na na na na na na




• Use "please" and " thank you"
na na na na na na




• REMEMBER, email could be used as a legal document, NEVER threaten or intimidate someone; even in jest.
na na na na na na na na na na na na na na na na na




Forms of Charting - answers• Narrative - written description of patients visits in chronological order
na na na na na na na na na na na na na na na




• SOAP Note Charting - Method that tracks subjective, objective, assessment and plan for a patients visit.
na na na na na na na na na na na na na na na na




1. Subjective - Patients statements (Chief Complaint)
na na na na na na




2. Objective - Observations made by the medical assistant, examination findings and vital
na na na na na na na na na na na na




a.) Signs na




3. Assessment - Doctors diagnosis
na na na na na




4. Plan - Health care providers prescribed plan of action
na na na na na na na na na




• POMR Problem-Oriented Medical Record Charting - Tracks a patient's problems throughout medical care.
na na na na na na na na na na na na na na




a.) Each problem is assigned a # and the # is referenced when the patient comes in.
na na na na na na na na na na na na na na na na




1/4 nana nana