When a patient's account is sent to a collection agency, which of the

Clinical Medical Assistant Certification Exam

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Question 1 of 5.

When a patient's account is sent to a collection agency, which of the following Is the most appropriate action by the billing office staff?

A. Call the patient monthly

B. File a creditor's lien

C. Send collection letters to the patient

D. Send monthly statements to the patient

E. Stop sending monthly statements to the patient

Explanation: Once an account is formally sent to a collections agency, the medical office typically ceases direct billing and collection efforts to avoid confusion and potential legal issues regarding who is pursuing the debt. The agency takes over this responsibility.

Question 2 of 5.

A 12-year-old boy has been wetting his bed since he experienced a traumatic event three months ago. Which of the following defense mechanisms Is the patient most likely displaying?

A. Compensation

B. Denial

C. Displacement

D. Regression

E. Repression

Explanation: Repression is an unconscious defense mechanism where disturbing thoughts, feelings, or memories are blocked from conscious awareness. Bedwetting (enuresis) after a trauma is a classic psychosomatic manifestation of repressed anxiety and emotional distress.

Question 3 of 5.

If a medical assistant gives a patient an Injection after the patient has refused the Injection, It could result in which of the following charges?

A. Assault

B. Battery

C. False imprisonment

D. Negligence

E. Noncompliance

Explanation: Battery is the intentional touching of another person without their consent. Administering an injection after a refusal is unlawful physical contact, constituting battery. Assault is the threat of harm, which may or may not accompany battery.

Question 4 of 5.

What is the following an example of an open-ended question?

A. Are you married?

B. Do you have a babysitter?

C. Do you plan to have children?

D. How many children do you have?

E. What child-care arrangements have you made?

Explanation: Open-ended questions are designed to encourage a full, meaningful answer using the subject's own knowledge and feelings. "What child-care arrangements have you made?" cannot be answered with a simple "yes" or "no" and requires elaboration.

Question 5 of 5.

An angry patient calls the medical office after he received a bill and he wants to talk to the physician. Which of the following Is the most appropriate response?

A. Ask him to call back after he calms down

B. Forward the call to the office manager

C. Offer to notify the Insurance clerk and say the clerk will return his call

D. Place him on hold until he calms down

E. Remain calm and ask him to explain the problem

Explanation: The most professional and patient-centered approach is to de-escalate the situation by remaining calm and seeking to understand the problem. This builds rapport and allows for constructive problem-solving. Dismissing or transferring the patient immediately can exacerbate their frustration.