Each chapter closes with Critical Thinking Questions (listed below) as a review of chapter material that focuses on the role of the medical assistant.

1. Outline the skills needed by a medical assistant who is responsible for answering incoming calls to a medical office.

2. Describe how you would handle a situation in which an angry patient calls to complain that he was overcharged for a recent office visit.

3. Imagine that you need to call a patient to tell her that she has to return to the office to have some blood redrawn because an insufficient amount of blood was drawn the first time. What would you say to the patient? What would you do if she refused to have the blood redrawn?

4. A 21-year-old female patient had lab tests performed. The patient's mother calls and requests to know her daughter's lab results. What should you do?

5. List the five Cs of communication and define what each means.