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Chapter6
Human Relations/Communication
| Question | Answer |
|---|---|
| Voice Mail | type of answering system used to store and forward messages for someone who is unavailable |
| Toll Call | telephone call for which charges apply |
| Speakerphone | Telephone with a microphone designed for hands-free communication |
| Telecommunication | transmission of voice and/or data using telephone lines or wireless means |
| Conference Call | call in which three or more people at various locations participate |
| Telephone Reference Aid | a sheet of alphabetized names and telephone numbers near a telephone for reference. |
| Triage | process of determining priority order of patients by level of urgency "To Sort" |
| Telephone Log | written, dated record of all telephone calls |
| Answering service | Business that specializes in taking and relaying telephone messages when offices are closed |
| 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 |
| Call backs | Term indicating that a return telephone call is necessary |
| 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 |
| Protocol | Set of instructions used for reference that prescribes strict adherence to correct etiquette and preference |
| The most important public relations responsibility of medical assistant | is to place, receive, and screen telephone calls for the office. |
| 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 |
| When answering a phone call... | try to answer within 3 rings and state the name of the practice as well as your own name |
| The length of time you should check back with a patient on hold | every 30 seconds |
| Speed Dialing- | electronically stores frequently dialed numbers |
| Call Forwarding | allows all incoming calls to be automatically directed to another internal station |
| Caller ID- | reveals the name and telephone number on a display panel before the call is answered |
| Common types of calls in the medical office | Appointments/Referrals Emergencies/Hospitals Prescription refills Test results |
Created by:
Tonedeoliveira
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