Question 1

​The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
-​Hear them out

Accepted Answer

A)  ​H
B)  E
C)  A
D)  TE) B) and C)
F) All of the above

Question 2

​Electronic prescription refill requests is commonly referred to as:

Accepted Answer

A)   patient portal
B)   ​minute prescriptions
C)   ​medication management
D)   ​e-prescribingE) All of the above
F) A) and B) D

Question 3

When scheduling appointments,you must do all but which of the following?

Accepted Answer

A)   use at least three identifiers of the patient
B)   confirm the last appointment date
C)   assess the type of appointment needed
D)   note the type of appointment needed in the scheduleE) C) and D)
F) None of the above

Question 4

Some helpful tips when scheduling appointments includes a general list of "Do's" and "Don'ts." Identify each phrase as a "Do" or "Don't."
-​Do you prefer mornings or afternoons?

Accepted Answer

A)  ​Do
B)  ​Don'tC) A) and B)
D) undefined

Question 5

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
-​Is it helpful?

Accepted Answer

A)  T
B)  H
C)  I
D)  N
E)  KF) B) and D)
G) A) and D)

Question 6

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Report the call on the UOR form

Accepted Answer

A)  ​Yes
B)  ​NoC) A) and B)
D) undefined B

Question 7

Match each term with its definition.
-Often allows you to select a priority level,depending on the time sensitivity of the message

Accepted Answer

A)  Health Insurance Portability and Accessibility Act (HIPA
A)  
B)  Confidential Communication Preference (CCP) 
C)  interpreter service
D)  electronic message template
E)  answering serviceF) patient portalG) time zone mapH) Unusual Occurrence Report (UOR) I) teleconferencingJ) search enginesK) None of the above
L) A) and I)

Question 8

Match each term with its definition.
-Authorizes access to a patient's personal information

Accepted Answer

A)  Health Insurance Portability and Accessibility Act (HIPA
A)  
B)  Confidential Communication Preference (CCP) 
C)  interpreter service
D)  electronic message template
E)  answering serviceF) patient portalG) time zone mapH) Unusual Occurrence Report (UOR) I) teleconferencingJ) search enginesK) G) and I)
L) D) and J)

Question 9

You do not need to include which of the following types of information when transmitting a prescription refill request to a pharmacy?

Accepted Answer

A)   dosage information
B)   date the prescription was first filled
C)   number of refills
D)   name of the medicationE) A) and D)
F) None of the above

Question 10

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
-Is it inspiring?

Accepted Answer

A)  T
B)  H
C)  I
D)  N
E)  KF) B) and D)
G) C) and D)

Question 11

​The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
-​Be empathetic

Accepted Answer

A)  ​H
B)  E
C)  A
D)  TE) B) and C)
F) A) and D)

Question 12

Match each term with its definition.
-Takes patient calls during non-office hours and relays messages to the office or on-call doctor

Accepted Answer

A)  Health Insurance Portability and Accessibility Act (HIPA
A)  
B)  Confidential Communication Preference (CCP) 
C)  interpreter service
D)  electronic message template
E)  answering serviceF) patient portalG) time zone mapH) Unusual Occurrence Report (UOR) I) teleconferencingJ) search enginesK) E) and G)
L) B) and F)

Question 13

​On average,it takes a person how long to pick up on your attitude from listening to the tone of your voice?

Accepted Answer

A)   ​10 seconds
B)   ​30 seconds
C)   ​one minute
D)   ​three minutesE) All of the above
F) C) and D)

Question 14

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
-​Fire department

Accepted Answer

A)  ​frequently called numbers
B)  ​community resources for patient health care needs
C)  ​community resources for emergency preparednessD) All of the above
E) A) and C)

Question 15

Match each term with its definition.
-Allows participants in different locations to hear and see each other at the same time

Accepted Answer

A)  Health Insurance Portability and Accessibility Act (HIPA
A)  
B)  Confidential Communication Preference (CCP) 
C)  interpreter service
D)  electronic message template
E)  answering serviceF) patient portalG) time zone mapH) Unusual Occurrence Report (UOR) I) teleconferencingJ) search enginesK) B) and G)
L) None of the above

Question 16

Some helpful tips when scheduling appointments includes a general list of "Do's" and "Don'ts." Identify each phrase as a "Do" or "Don't."
-​Are you a patient here?

Accepted Answer

A)  ​Do
B)  ​Don'tC) A) and B)
D) undefined

Question 17

Match each "phone tone" with the message it sends to a listener.
-I'm angry and not open to input

Accepted Answer

A)  monotone,flat voice
B)  slow speed and low pitch
C)  high-pitched,empathetic voice
D)  abrupt speed and loud tone
E)  high pitch combined with drawn-out speedF) A) and E)
G) A) and C)

Question 18

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
-​Action required (attach to message or chart if available;if not available,state so)

Accepted Answer

A)  ​Yes
B)  ​NoC) A) and B)
D) undefined

Question 19

​Match the term to its definition (note some answers may be used more than once) .
-​Patient records in a digital format

Accepted Answer

A)  ​electronic health record (EHR) 
B)  electronic medical record (EMR) 
C)  practice management (PM) 
D)  hybrid
E)  ​patient portalF) A) and B)
G) B) and D) B

Question 20

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
-​911

Accepted Answer

A)  ​frequently called numbers
B)  ​community resources for patient health care needs
C)  ​community resources for emergency preparednessD) A) and B)
E) A) and C)

Exam 22: Telephone Communications

​The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -​Hear them out

Correct AnswerverifiedShow Answer

​Electronic prescription refill requests is commonly referred to as:

Correct AnswerverifiedD

When scheduling appointments,you must do all but which of the following?

Correct AnswerverifiedShow Answer

Some helpful tips when scheduling appointments includes a general list of "Do's" and "Don'ts." Identify each phrase as a "Do" or "Don't." -​Do you prefer mornings or afternoons?

Correct AnswerverifiedShow Answer

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -​Is it helpful?

Correct AnswerverifiedShow Answer

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Report the call on the UOR form

Correct AnswerverifiedB

Match each term with its definition. -Often allows you to select a priority level,depending on the time sensitivity of the message

Correct AnswerverifiedShow Answer

Match each term with its definition. -Authorizes access to a patient's personal information

Correct AnswerverifiedShow Answer

You do not need to include which of the following types of information when transmitting a prescription refill request to a pharmacy?

Correct AnswerverifiedShow Answer

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Is it inspiring?

Correct AnswerverifiedShow Answer

​The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -​Be empathetic

Correct AnswerverifiedShow Answer

Match each term with its definition. -Takes patient calls during non-office hours and relays messages to the office or on-call doctor

Correct AnswerverifiedShow Answer

​On average,it takes a person how long to pick up on your attitude from listening to the tone of your voice?

Correct AnswerverifiedShow Answer

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -​Fire department

Correct AnswerverifiedShow Answer

Match each term with its definition. -Allows participants in different locations to hear and see each other at the same time

Correct AnswerverifiedShow Answer

Some helpful tips when scheduling appointments includes a general list of "Do's" and "Don'ts." Identify each phrase as a "Do" or "Don't." -​Are you a patient here?

Correct AnswerverifiedShow Answer

Match each "phone tone" with the message it sends to a listener. -I'm angry and not open to input

Correct AnswerverifiedShow Answer

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -​Action required (attach to message or chart if available;if not available,state so)

Correct AnswerverifiedShow Answer

​Match the term to its definition (note some answers may be used more than once) . -​Patient records in a digital format

Correct AnswerverifiedB

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -​911

Correct AnswerverifiedShow Answer

The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Hear them out

Correct Answer
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Electronic prescription refill requests is commonly referred to as:

Correct Answer
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D

Correct Answer
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Some helpful tips when scheduling appointments includes a general list of "Do's" and "Don'ts." Identify each phrase as a "Do" or "Don't." -Do you prefer mornings or afternoons?

Correct Answer
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The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Is it helpful?

Correct Answer
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Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Report the call on the UOR form

Correct Answer
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B

Correct Answer
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Correct Answer
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Correct Answer
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The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Is it inspiring?

Correct Answer
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The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym. -Be empathetic

Correct Answer
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Correct Answer
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On average,it takes a person how long to pick up on your attitude from listening to the tone of your voice?

Correct Answer
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It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -Fire department

Correct Answer
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Correct Answer
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Some helpful tips when scheduling appointments includes a general list of "Do's" and "Don'ts." Identify each phrase as a "Do" or "Don't." -Are you a patient here?

Correct Answer
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Correct Answer
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Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart. -Action required (attach to message or chart if available;if not available,state so)

Correct Answer
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Match the term to its definition (note some answers may be used more than once) . -Patient records in a digital format

Correct Answer
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B

It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions. -911

Correct Answer
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