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MOM ch 5
vocab
| Term | Definition |
|---|---|
| automated system | plays a recorded message while caller waits for available receptionist |
| conference call | feature that allows 2 or more parties to speak on the phone at once |
| speaker phone | two or more parties may be in the same room while conversing with another party on the phone |
| hold feature | allows receptionist to put a caller in a queue in order to take another call |
| automatic dialer | automatically redials number until someone answers |
| automatic routing unit | electronically answers and routes calls after receiving a prompt from the caller |
| telephone etiquette | how one speaks while on the phone |
| "directing patient calls to the physician" | given criteria, return call notes go in patient charts |
| telephone triage | place calls in priority order |
| established patient | a patient who has previously received care from the office |
| new patient | a patient who has not previously received care from the office |
| "prioritizing phone calls" | short calls first, long calls after |
| "using answering service" | contains information on how to contact a physician, take messages, and website information |
| "leaving messages" | don't leave details in messages for a patient |
| "calling in Rx" | get name and number of patient, date of birth, name of medication, name and phone number of preferred pharmacy |
| "arranging for translation services" | receptionist usually calls for the translator if needed |
Created by:
Mika42016
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