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MOM Ch 5 & 6
Side B
| Question | Answer |
|---|---|
| an automated system that allows callers to leave a voice message for the intended recipient | Voice messaging system |
| a telephone answering system that automatically picks up a telephone call electronically | Automated system |
| numerous people different location | Conference call |
| numerous people same location | Speaker telephone |
| a telephone feature that allows the receptionist to place a caller in a queue in order to take another call | Hold feature |
| a telephone feature that allows users to automatically redial a number until someone answers the line | Automatic dialer |
| a telephone system that electronically answers and routes telephone calls after receiving a prompt from the caller | Automatic routing unit |
| Good etiquette | smiling; have good manners; DO NOT use first name |
| Only transfer call back to the doctor that | the physician determines |
| Method of prioritizing calls | telephone triage |
| a patient who has established care in the medical office | Established patient |
| any patient who has never been seen or has not been seen within the past 3 years by a provider in the facility | New patient |
| Deal with/take care of which patient first | angry |
| 2 steps for hard to understand callers | repeat what you think you heard; DO Not interrupt |
| method of answering calls when the doctor is out of the office | Answering service |
| 4 things to include when calling in a prescriptions & refills | name & telephone number of the patient; birth date of patient; name of the medication; name & telephone number of the pharmacy |
| Most important thing about getting an interpreter is | making sure you have the right language |
| a telephone system that allows for communication with a person who has a hearing impairment | Teletypewriter (TTY) system |
| Notify patients of | delays |
| The amount of time needed for patient appointments | depends on the type of practice & the preference of the healthcare providers |
| a system for mapping out the appointment times available in the medical office | Matrix |
| a scheduling system in which several patients are booked around the same block of time | Cluster scheduling |
| a scheduling system in which each patient is given a specific appointment time | Fixed appointment scheduling |
| a scheduling system in which patients are scheduled only for the first half of each hour | Wave scheduling |
| open times | Buffer time |
| must be documented | No shows |
| When scheduling hospital services & admissions you may be responsible for giving | directions; prep orders; dietary restrictions; procedure length; forms to take |
| You may be responsible for arranging | transportation |
| when scheduling appointments make sure to | allow appropriate amount of time |
Created by:
Stacey_Gantt5
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