The last action the medical assistant should make after taking a message from the patient is to:

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When you're finished with a telephone conversation how should you end it?
What action should be taken after speaking with the patient?
Which of the following should always be included when the medical assistant takes a message?

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A	B
When do you have to pick up the phone	Should answer the phone at the first ring no longer than the third ring
What are the 7 items needed to take a message	1. The name of the person to whom the call is directed, 2. The name of the person calling, 3. The caller's daytime, evening and/or cellular telephone number, 4. The reasons for the call, 5. The action to be taken, 6. The date and time of the call, 7. The initials of the person taking the call
Who ends the call	The person who placed the call, hang up first and be sure to thank him/her for calling.
Advantages to voice mail	1.The patient can call 24hrs.-7 days and leave a message. 2.The patient can get information on what to do in case of an emergency situation. 3. The patient knows the message can later be retrieved.
Disadvantages to voice mail	It is frustranting to those who find themselves speaking to an electronic device more often than with a human being.
What to do if you have an emergency call?	Tell your co-worker to call 911, stay with the patient on the phone, ask questions: Where are you located?, what phone number can you be reached?, are you alone?, what are your symptoms? do you have transportation? when did it starts? etc.
What is an AED?	Is an Automated External Defibrillator
CPR stands for:	Cardiopulmonary resuscitation
TIA stands for:	Transient ischemic attack
Telephone Screening (a triage)	is selecting which calls will be forwarded to the physician immediately. Deciding with patient needs what,
Can you give CPR without respiration?	yes you can
Universal shocking signs?	The victim may clutch the neck between the thumb and index finger, the patient needs help. Immediately ask for the patient consent if say no, wait until pass out and then help them, don’t walk away.
Cool and Clammy	give a candy
defibrillator	A device used to correct a dangerously abnormal heart rhythm, usually ventricular fibrillation, sends electrical current through the myocardium by paddles appllied to chest.
while answering the office telephone	The MA should not eat, drink, or CHEWING GUM
The mouthpiece of the telephone handset should be held:	1 inch from the lips, in front of the teeth. The handset should be held around the middle of the shaft. Do not hold the mouthpiece beneath the chin
Conference calls:	help the physician to communicate with family members in different parts of the country.
When a wrong number is dialed.	Always apologize, don't hang up immediately
Clarity:	The quality of being clear
automatic Call Routing:	Telehone systems that are answered by a recorded voice with a series of options
Three examples of emergency calls:	1. shocking, 2. Goiing into Labor, 3. Heart attack
Inflection:	A change in voice pitch
Being tactful:	means to avoid offensive comments in speech
List two ways to deal with an angry caller:	a. Lowering the tone of voice and volume of speech, b. Try to get to the root of the real problem, c. Avoid getting angry in response
Four magic words often calm the angry patient:	“let me help you”
Aggressive callers:	a. treat these callers with a calm, poised attitude, b. do not allow, the caller’s aggression to initiate inappropriate action, c. Reassure the caller that the concern being shared is valid and will receive the full attention of the right person, d. Explain when the caller can expect a response from the office, and be sure to follow up that the appropriate action was taken on the call.
Sales calls:	a. do not completely disregard salespersons, but not allow them to monopolize time or telephone lines, b. Keep these calls quick and to the point, c. Develop a good rapport with representatives, may result in discounted prices and promotions.
Unauthorized inquiry calls:	Must be told politely but firmly that such information cannot be provided to them because of privacy laws. Insisted callers should be referred to the office manager or physician.
Callers with complaints:	Do not make an attempt to blame, and never argue with the patient. Find the source of the problem, then present the options to the caller as to how the situation can be resolved.
Diction:	The choice of words especially with regard to clearness, correctness, or effectiveness.
Enunciation:	Utterance of articulate, clear sounds
Jargon:	. The technical terminology or characteristic idiom
monotone:	a succession of syllables, words, or sentences in one unvaried key or pitch
Pitch:	The property of a sound determined by the frequency of the waves producing it, the higness or lowness of sound
Tacful:	Having a keen sense of what to do or say to maintain good relations with others or to avoid offense.
Tedious:	Tiresome because of length or dullness
Never answer a call by saying:	Please hold, without first finding out who is calling.
If the caller does not identify himself or herself:	Ask who is calling, write the name down immediately, repeat the caller’s name by using it in the conversation as soon as possible at least three times during the call. If continue refusing to identify himself or herself, the MA should firmly say: “Dr. Frank is busy with a patient and has asked that we take messages for her. If you will not leave a message you may wish to write a letter to her and mark it “personal”.
How to control calls from becoming to lengthy?	a. Ask the caller: how may I help you today?, b. if the caller becomes sidetracked , say: you were describing the pain in your side?, c. When making a call, get right to the purpose of it, by saying: I was calling you about, d. Keep explanations short and direct, e. Type information directly into the database, while speaking on the phone, f. Keep personal and friendly comments to a minimum, or only one per call, g. Once the business is concluded, say: if there are no other questions… and bring the conversation to a close.
The waiting time on the phone:	Let no more than 1 minute pass without breaking in with some reassuring comment. I’m sorry, Dr. Frank is still busy. Would you like to continue to hold?, or: I’m sorry to keep you waiting so long, Ms. Hughes, would you prefer to have me return your call when Dr. Frank is free?
Transfering a call:	Always ask the patient permission to place him/her on hold and to transfer the call. Identify the person on the phone when a call is transferred to the physician or another person in the facility. Don’t transfer the call to a voicemail without warning the caller that the person is not available, ask the caller whether she/he would prefer to be put through the voicemail.
Why Message books should be kept indefinitely in the medical office?	because they could be used as evidence in a court of law. A copy of a phone message could be added to the patient’s chart
Any person that refuse to give a name:	should not be put through unless the medical assistant has been specifically instructed to do so.
Inquiries about Bills	Ask the caller to hold for a moment while the ledger is obtained. I have your account in front of me now, perhaps I can answer your question or tell the patient that the call will be transferred to the billing office.
Radiology or Laboratory reports:	The MA should take these reports and relay them to the physician, reports may also be faxed to the physician’s office if they are marked STAT
Prescription refills calls	Should be authorized only with the physician’s approval, tell the pharmacy that you will have to check with the physician and call them back.
Obtain the following information from the patient for refilling	1. patient’s name, 2. Telephone number where he or she can be reached, 3. patient’s symptoms and current condition, 4. History of this condition, 5. Treatments the patient has tried, 6. Pharmacy name and telephone number.
Unsatisfactory Progress Report:	a. do not try to practice medicine by giving the patient medical advice b. make detail notes about the patient’s comments, then present them to the physician c. Follow up with the patient and convey the physician’s instructions
Call forwarding:	allows the user to forward calls to another designated number, such as a cellular phone.
Time zones:	1. Pacific or West Coast, 2. Mountain, 3. Central, 4. Eastern or East Coast, 5. Atlantic
when is noon Pacific time;	is 4 Atlantic time; it is 3 Eastern time; it is 2 Central time; it is 1 Mountain time. We are 3 hours behind NY
Describe a pleasant telephone voice:	a. Is one that is friendly and conveys a favorable impression of the physician’s practice. b. Enunciate words and pronounce them clearly and distinctly. c. Vary the pitch of your voice, avoiding a monotonous or droning manner d. Always be courteous and use tact, handled in a professional manner.
Why courtesy is so important when speaking on the telephone?	a. It is vital to be courteous to patients and other callers. b. First impressions are important. c. The caller should hear an smile, enunciate clearly, use inflections d. Is one of the best ways to help a practice grow. e. The patient is the reason the practice exists. f. Be alert and interested in the caller g. Give the caller full attention h. Talk naturally i. Avoid using professional jargon j. Speak distinctly k. Maintain confidentiality l. Use discretion, when using the name of the caller m. Be careful about being overheard n. Never use speakerphone to retrieve messages.
The correct way to record a message and take a request for action:	a. Strive for accuracy b. Be sure to get all of the information that the physician will need to act c. Repeat any words or numbers that are not heard clearly.
Taking action on phone messages:	. a. make certain that phone messages receive follow-up b. never trust memory alone for follow-up on messages c. Establish a follow up procedure to ensure that messages are not missed and that follow up is conducted on each message.
seven types of shock	a. Anaphylactic (a severe allergic reaction) b. Insulin c. Psychogenic or menta; d. Hypovolemic e. Cardiogenic f. Neurogenic g. Septic
A grand mal seizure invloves:	uncontrolled muscular contractions
Three symptoms of a heart attach:	a. Uncomfortable pressure, squeezing, pain in the chest b. sweating (diaphoresis) c. nausea or indigestion
Strain:	an overstretching of a muscle or tendon
Sprain:	tears of the ligaments that support a joint
common symptoms of dehydration:	Vertigo, dark yellow urine or no urine output for 8 to 10 hours, extreme thirst, lethargy or confusion
Rules for Emergencies	Stay calm, assess the situation to determine nature of the emergency, obtain as much information as possible to determine the appropriate action, immediately refer any concerns to the office or physician.
Emergency: Nonresponsive patient	notify physician, activate EMS, position patient in supine position, apply head-tilt chin lift, stabilize neck, assess pulse, perform CPR as needed
Cardiac Emergency	Report symptoms, activate EMS, use wheelchair to move patient, use Fowler's position, keep patient quiet and warm, loosen tight clothing, take vital signs, start oxygen,
Fainting Emergency	Supine position, loosen clothes,
Rule of Nines:	1st degree- redness, sunburn, 2nd degree: Redness & blistering, steam, 3rd. degree: Redness, black skin, no pain, some nerve damage, muscle damage. 4th degree: Nerve damage & pain sensation, could get to the bone
Heat and Cold Injuries	heat exhaustion, Heat stroke, Frostbite, Hypothermia
Hyperglycemia	diabetic coma
Hypoglycemia	insuslin shsock (cool & clammy give candy
Equipment for emergencies	In the crash cart: Defibrillator, sharps container, gloves, CPR masks, flashlights, hot and cold packs, sphygmomanometer
Medication supplies for emergencies	Atropine (decreases secretions, increases respirations and heart rate), Epinephrine (vasoconstructor, for asthma attacks, treats shock), Digoxin (lanoxin), Nitroglycerin (vasodilator), Lidocaine, ipecac (emetic-causing vomits)

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When you're finished with a telephone conversation how should you end it?

To end the call politely, try one of these closing statements:.

"My apologies once again for any inconvenience. Thank you for your call.".

"I'm happy we could make this right for you. Have a wonderful day.".

"Thank you for calling. We appreciate your business.".

What action should be taken after speaking with the patient?

What action should be taken after speaking to the patient? Answer: Pull the medical record, if not already done. Place the phone message with the record and give it to the physician.

Which of the following should always be included when the medical assistant takes a message?

If taking a message, it should include the name of the caller, who the message is for, the telephone number of the caller, the time and date of the call, and any message that needs to be conveyed.

The last action the medical assistant should make after taking a message from the patient is to:

When you're finished with a telephone conversation how should you end it?

What action should be taken after speaking with the patient?

Which of the following should always be included when the medical assistant takes a message?

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