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Chapter 13
| Question | Answer |
|---|---|
| The first thing you should do when answering the telephone is___________. | Identify the medical office and yourself |
| Telephone calls that require the physicians personal attention include___________. | Patient requests to discuss abnormal test results |
| Which of the following documents indicates who is responsible for the various types of calls in the office and how the calls are to be handled? | Routing list |
| If you are uncertain about whether to give particular information to a patient on the telephone, a general principle is to________. | Have the physician return the patients call |
| The recommended procedure for handling billing inquiries is to________. | Pull the patients chart and billing information |
| If a patient remains dissatisfied after discussing a bill,_________. | Document all comments and relay the information to the physician |
| Under what circumstances will a pharmacist call to check before dispensing refills? | If more than one year has passed since the original prescription was written |
| When may a medical assistant authorize a pharmacy to refill a prescription? | If the physician has authorized in the patients chart that refills are approved |
| What type of call must be immediately routed to the physician? | Emergency |
| Which of the following conditions requires immediate medical help? | Trouble breathing |
| Which of the following symptoms indicates a heart attack? | Chest pain radiating to the arm, shoulder, and jaw |
| One of the most important telephone skills is saying words correctly, which is called_________. | Pronunciation |
| Speaking clearly and distinctly to help the person you are speaking to understand you is called_____. | Enunciation |
| A medical assistant should answer all telephone using_______. | Proper telephone etiquette |
| Before putting a caller on hold,________. | Ask the caller to state the purpose of the call |
| When a cal with a patient is longer or complicated,______. | Summarize the details of the call to ensure understanding by both your and the patient |
| When dealing with a patient who is nervous, upset, or angry,__________. | Show empathy and an understanding of the callers feelings. |
| How much time should you allow for a patient to answer when you place a phone call? | One minute or about 8 rings |
| Which of the following guidelines should you follow when practicing an outgoing telephone call? | Ask if it is a convenient time and if the person has time to talk |
| The appropriate response to a triage patient who is experiencing chest pain is________. | Go to the nearest emergency room immediately, preferably by ambulance |
| When handling an incoming telephone call regarding a patient progress report, you should________. | Take a message for the physician |
| The appropriate way to handle an incoming call for a physician from another physician is to_____. | Route the call to the physician immediately, if possible |
| Which of the following medical conditions requires immediate medical help? | Snake bite |
| A mother calls and informs you that her son has a deep dog bite. Your response should be________. | Your son needs immediate medical help |
| Before placing an outgoing telephone call to a patient, you should_____. | Verify the correct phone number |
| After speaking with a patient on the telephone about a clinical issue, a medical assistant must always_______. | Document the conversation in the patients record |
| Your first priority when responding to a complaint of an angry patient is to________. | Stay clam and try to pacify the caller |
| When you receive or place a phone call, your message should be logical and free from ambiguity. Which of the following Cs of effective communication does this demonstrate? | Clarity |
| When you are responsible of a caller, which of the five Cs of communication do you exhibit? | Courtesy |
| A communication that contains all of the necessary information demonstrates which of the following? | Completeness |
| What can you do to make a message concise? | Make the message brief and direct |
| A telephone message that is organized and logical demonstrates_______. | Cohesiveness |
| When answering the telephone, you should always be courteous, _______, and pleasant regardless of how busy you are? | Calm |
| If you must walk around the office while you are on the phone with a patient, always keep HIPAA and patient________ in mind | Confidentiality |
| The medical assistant cannot handle calls from patients requesting_____ renewals, unless the physician has indicated approval in the patients record. | Prescription |
| When handling calls from patients, you should always remember that the physician is legally ____ for the information you give over the telephone. | Responsible |
| When taking information from a patient, you shook repeat it to________ the information before ending the call. | Verify |
| If an angry patient calls in with a complaint, you should remain calm and speak gently, but you should not become angry or _________. | Defensive |
| Telephone ________ means handling calls politely and professionally and with good manners. | Etiquette |
| Saying words correctly is called proper_________. | Pronunciation |
| Speaking with good_______ enables the person to whom you are speaking to understand you. | Enunciation |
| When talking on the telephone, you should use a Normal conversation tone and vary your_______, which enables you to emphasize words. | Pitch |
| Proper_______ of telephone call, including taking messages, helps protect the physician from the legal action. | Documentation |
| When placing an outgoing telephone call, ask the patient you are calling if you have called at a________ time. | Convenient |
| A medical assistant may be asked to use telephone_______ to determine what action to take when a patient calls with a clinical problem. | Triage |
| An automated____ response unit can be used to provide greater flexibility for the medical staff, as well as offer enhanced service to the patient. | Voice |
| Many physicians tree up staff time by using,____—- phone systems to remind patients of appointments, call patients about no shows, and leaving other types of messages. | Automated |
| Physicians often use_______ phones to respond quickly to a message from a staff or a hospital. | Cell |
| An_______ pager is one that is designed for two way communication. | Interactive |
| A specially designed telephone that looks like a lap top and allows the user to type a message instead of speaking is known as an________ device for the deaf, or TDD | Telecommunication |
Created by:
Ejackson533