Crucial Exams

AAMA CMA Practice Question

During a busy day at the medical office, you receive a call from a patient who is requesting test results. Which of the following is the BEST approach to take in accordance with professional phone message protocols?

  • Inform the patient that test results cannot be given over the phone and they need to come to the office in person.

  • Ask the patient to hold briefly, or offer to return their call, while you retrieve their chart to look up their information.

  • Immediately transfer the call to another staff member without first checking if they are available to take the call.

  • Take a verbal message and assure the patient that you will pass it on to the health care provider when they are available.

AAMA CMA
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