HCA105 Ch 14 Quiz Review

5. _____ is when you speak clearly and distinctly to help the person you are speaking to understand.
8. A medical assistant is ____ to refill a prescription if a licensed practitioner has approved the refill in the patient’s chart.
9. An MA should _____ the conversation after speaking with a patient on the telephone about a clinical issue.
11. An MA can give a patient their lab results if the provider has authorized that normal ____ may be given out.
12. A ____ message is brief and direct.
15. Store-and-forward ____ includes transmitting medical info, like x-rays, to a licensed practitioner.
18. ____ means a telephone message is organized and logical.
19. We should use ____ conversational tone when talking to a patient on the phone.
20. When answering a call, do not put the caller on hold until you know the ____ of the call.

1. This type of call should immediately be routed to the provider.
2. Which of the five Cs require your message should be logical and free from ambiguity?
3. If an MA talks with a patient on the telephone about a ____ issue, they should document it in the chart.
4. When taking an accurate telephone message, ____ tell the caller the provider will call them back.
6. Which of the five Cs include a message that contains all of the necessary information?
7. In which of the five Cs of communication are you are respectful of a caller?
10. When a patient calls to report how their new medication is working, you should document it and relay the information to the_____.
13. It is suggested that medical assistants should answer all telephone calls using proper ____ etiquette.
14. When a answering a call regarding a patient progress report, you should take a ____ for the provider.
16. When answering the telephone, the first thing an MA should do is ______ the medical office and yourself.
17. If you need to put a caller on hold and determine it will be a long wait, you should ____ to call them back.