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Get faster at matching terms Chapter 6 Terms in this set (30)Acute abdominal pain is an example of a(n) a. emergency situation. b. urgent situation. The process of determining the nature of an incoming call and deciding to whom the call should be routed is referred to as a. telephone screening. a. telephone screening. Reference instructions that need to be followed in determining how to triage a telephone call are referred to as
a. competencies. b. protocols. Which telephone guideline is accurate? a. Be very relaxed and familiar with the caller. c. Repeat the caller's name during the conversation to show attentiveness. Telephone message slips a. are used to document incoming telephone calls. a. are used to document incoming telephone calls. Using the International Communicator's Alphabet, you would state the first letter in the name Richard as a. Romeo. a. Romeo. A business that specializes in taking messages during hours when offices are closed is a(n) a. automated attendant. d. answering service. Which of the following voice mail message guideline is accurate? a. Keep the message short and update the greeting regularly a. Keep the message short and update the greeting regularly Placing, receiving, and screening telephone calls is a responsibility of the medical assistant; it is considered a. a routine task. c. important for public relations. When taking a phone message from a patient, you should be sure to record a. the date
and time. d. all of the above. Which piece of telephone equipment reduces phone fatigue and allows mobility? a. Wireless headset a. Wireless headset When performing telephone triage, an example of an emergent call would be a. a sore throat. c. chest pain. A telephone log is important d. All of the above If you answer the telephone and it is a personal call for a coworker, and the coworker is busy, a. inform the caller that no personal calls are allowed. c. ask if you can give the coworker a message so that he or she can call back at an appropriate time. If the physician receives an urgent personal call from a family member, the medical assistant may a. only take a message. c. interrupt the physician politely To determine the best response when a patient calls with a complaint, the medical assistant should c. listen to the entire problem without interruption. If there are patients the physician may need to call on a regular basis, their names and telephone numbers can be kept on a a. cell phone contacts list. b. callback list. A wireless telephone that communicates through antenna towers is known as a(n) a. answering service. b. cellular telephone. An incoming telephone call should be answered before the a. first ring. c. third ring. Triage means to a. interrupt the physician if he or she is with a patient. c. "sort things out." When using an automated attendant system, there should always be an option that allows the caller to a. talk to the physician directly. b. talk to a live person. Whether it is an incoming or outgoing call, be sure the party you are speaking with is properly a. identified. a. identified. When a caller will not terminate a conversation, which of the following is an appropriate statement? a. "Unfortunately, I can't stay on the phone with you all day." d. "I am sorry, Mrs. Snyder, but I need to assist another patient right now." According to studies, which of the following makes two-thirds of telephone callers angry? a. Having to repeat themselves c. Being put on hold Select an example of the correct telephone response to use when the physician is not in the office. a. The physician is out of the office and I am not allowed to tell patients where he is. c. The physician is not in the office right now. Would you care to leave a message? An electronic component that stores telephone numbers so that they may be dialed at the touch of a button or code is called a. redialing. c. speed dialing. The standard touch-tone telephone has a total of how many buttons? a. 8 c. 12 Patients should be encouraged to a. call the office anytime. b. call the office during designated hours. When calling an insurance company to verify a patient's coverage or to obtain an authorization, which of the following must you have on hand? a. Copy of the front and back of the patient's insurance card a. Copy of the front and back of the patient's insurance card When patients call their physician for a name of a medical specialist, they should be a. given two or three names. d. all of the above. 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What is an example? 15 answers QUESTION Keisha just won a chess tournament. Her mother promised her $100 dollars if she won, so Keisha is quite excited. We would call the $100 dollars what? 6 answers What are the two basic things to consider when choosing a telephone system?what are two basic things to consider when choosing a telephone system? all incoming calls should be answered before the... when speaking to an elderly caller you should be prepared to.... size-floor space.. accessibility-ease of use.. durability.. security.. appearance.. How should pharmaceutical representatives visits be handled?They should be escorted to their destinations and, if possible, accompanied by pharmacy staff. Pharmaceutical representatives should be instructed on the rules governing their visits and drug samples, and sign an agreement to abide by the rules during each visit.
What should always be done prior to placing a caller on hold?Before you put a caller on hold, always ask for permission and wait for the customer to answer you. Most customers will answer “yes” if asked politely to hold. If options other than holding exist, such as leaving a message, voice mail or finding information on the internet, let the caller know at this time.
Which type of scheduling method allows patients to schedule appointments on the same day they call?What is open access scheduling? Allows most patients to obtain appointments the same day they call.
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When using an automated attendant system, there should always be an option that allows the caller to
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