Final answer:
The medical assistant should document the patient's concerns about their medication not working and instruct the patient to continue their prescribed medication until the healthcare provider reviews the case.
Step-by-step explanation:
If a patient calls into the office to report that their medication is "not working," the medical assistant should not advise the patient to stop taking the medication or ignore the patient's concern. The correct response is to listen to the patient's concerns, document the issue, and advise the patient to continue taking the medication as prescribed until the healthcare provider can review the situation. The medical assistant's role includes acting as a liaison between the patient and the healthcare provider, gathering information, and ensuring the concern is addressed in a timely and professional manner.