HCL SOFTWARE CERTIFIED ADMINISTRATOR
BIGFIX PLATFORM 11 EXAM 2026
◉ How can the MA project fa pleasing telephone personality when
talking to callers in the medical office? Answer: Stay focused on the
call and smile, enunciation, speak slowly and avoid mumbling,
interest, friendly, and understanding clearly about communicated.
◉ How should the MA answer the office telephone? Answer: Always
answered promptly; Be answered within 3rings; Identified the
office; give his or her name then find out who is calling
◉ Identify three ways to maintain proper body mechanics and avoid
muscle strain when spending several minutes on the telephone.
Answer: 1. MA should sit with the back supported, head in a neutral
position ( not forward or to one side)
2. The feet should be flat on the floor or support a foot stool.
3. Avoid tucked between the head, shoulder, it place strain on the
muscle and change the voice quality.
◉ How does the MA handle a second call when speaking to a caller
on a multiline telephone? Answer: If a second call comes in while the
MA is speaking t a caller, the MA should tell the first caller that
he/she presses the hold button.
, ◉ Identify and describe four features of most telephone systems.
Answer: 1. Speed dialing: Allows storage of frequently called
telephone numbers in the telephone system's memory.
2. Call forwarding: Allows forwarding of in coming calls to another
telephone number.
3. Call park: Allows a call to be place on hold and relived from
another telephone.
4. Call ID: Identify the caller's telephone number before answer the
telephone.
◉ How is voicemail used in the office? Answer: This allows the caller
to know the office is closed, to receive message when the office or
doctors are not available, have information of office hours.
◉ How can patients get assistance for an urgent situation that
occurs when the office is closed? Answer: Call 911 if it is emergency
◉ What are two devices that may be used to maintain contact with
the physician when he or she is not in ht medical office? Answer: Cell
phones
Pagers
BIGFIX PLATFORM 11 EXAM 2026
◉ How can the MA project fa pleasing telephone personality when
talking to callers in the medical office? Answer: Stay focused on the
call and smile, enunciation, speak slowly and avoid mumbling,
interest, friendly, and understanding clearly about communicated.
◉ How should the MA answer the office telephone? Answer: Always
answered promptly; Be answered within 3rings; Identified the
office; give his or her name then find out who is calling
◉ Identify three ways to maintain proper body mechanics and avoid
muscle strain when spending several minutes on the telephone.
Answer: 1. MA should sit with the back supported, head in a neutral
position ( not forward or to one side)
2. The feet should be flat on the floor or support a foot stool.
3. Avoid tucked between the head, shoulder, it place strain on the
muscle and change the voice quality.
◉ How does the MA handle a second call when speaking to a caller
on a multiline telephone? Answer: If a second call comes in while the
MA is speaking t a caller, the MA should tell the first caller that
he/she presses the hold button.
, ◉ Identify and describe four features of most telephone systems.
Answer: 1. Speed dialing: Allows storage of frequently called
telephone numbers in the telephone system's memory.
2. Call forwarding: Allows forwarding of in coming calls to another
telephone number.
3. Call park: Allows a call to be place on hold and relived from
another telephone.
4. Call ID: Identify the caller's telephone number before answer the
telephone.
◉ How is voicemail used in the office? Answer: This allows the caller
to know the office is closed, to receive message when the office or
doctors are not available, have information of office hours.
◉ How can patients get assistance for an urgent situation that
occurs when the office is closed? Answer: Call 911 if it is emergency
◉ What are two devices that may be used to maintain contact with
the physician when he or she is not in ht medical office? Answer: Cell
phones
Pagers
