Human Relations/Communication
Quiz yourself by thinking what should be in
each of the black spaces below before clicking
on it to display the answer.
Help!
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| Voice Mail | type of answering system used to store and forward messages for someone who is unavailable
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| Toll Call | telephone call for which charges apply
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| Speakerphone | Telephone with a microphone designed for hands-free communication
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| Telecommunication | transmission of voice and/or data using telephone lines or wireless means
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| Conference Call | call in which three or more people at various locations participate
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| Telephone Reference Aid | a sheet of alphabetized names and telephone numbers near a telephone for reference.
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| Triage | process of determining priority order of patients by level of urgency "To Sort"
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| Telephone Log | written, dated record of all telephone calls
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| Answering service | Business that specializes in taking and relaying telephone messages when offices are closed
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| Screening | Process of asking good questions to evaluate and determine the action to be taken on a telephone call or to determine the person who should receive the telephone call
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| Call backs | Term indicating that a return telephone call is necessary
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| Emergency care | Medical care given for a serious medical condition resulting from injury or illness that if not given immediately puts a person's life in danger
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| Protocol | Set of instructions used for reference that prescribes strict adherence to correct etiquette and preference
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| The most important public relations responsibility of medical assistant | is to place, receive, and screen telephone calls for the office.
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| How long does it take a person to pick up on your attitude from listening to the tone of a voice? | On average 10 seconds
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| When answering a phone call... | try to answer within 3 rings and state the name of the practice as well as your own name
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| The length of time you should check back with a patient on hold | every 30 seconds
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| Speed Dialing- | electronically stores frequently dialed numbers
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| Call Forwarding | allows all incoming calls to be automatically directed to another internal station
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| Caller ID- | reveals the name and telephone number on a display panel before the call is answered
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| Common types of calls in the medical office | Appointments/Referrals
Emergencies/Hospitals
Prescription refills
Test results
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