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MEAS 109
CHAPTER 14
| Question | Answer |
|---|---|
| The main function of an automated voice response unit is to | route incoming calls to the correct person or department. |
| what are the advantages of an automated voice response unit? | Patients never receive a busy signal. It provides security through passwords for retrieval. |
| What is the difference between an answering service and an answering machine? | The answering service is staffed by people. |
| One reason that all staff may need to refrain from using their cell phones at work is | the phones may interfere with other electronic equipment in the office. |
| When are times voicemail would answer a call? | Office is closed. The person at the desk is on another line. The person answering calls is away from the desk. |
| reason may physicians choose to wear pager/Beepers. | In some areas, phone signals are not reliable. |
| What type of device might patients with hearing impairments need to use for communication with a practice? | A TDD (telecommunications device for deaf) and TTY (teletypewriter) |
| what is true regarding pager/beepers? | They indicate that someone is trying to reach them. They are small electronic devices. |
| Good telephone technique leaves the caller with a positive impression of | the staff, the physician, and the practice. the person answering the phone. |
| Why are excellent communication skills important in using the telephone? | They project a positive image and satisfy patient expectations. |
| What term is the opposite of mumbling? | enunciation |
| How often should you check on a telephone patient who has been placed on hold? | Every 2–3 minutes |
| HIPAA guidelines follow TPO; what does the acronym TPO stand for? | Treatment, payment, healthcare operations |
| Enunciation is defined as: | speaking clearly and distinctly. |
| If patients call for advice on taking medication prescribed for prior conditions, it is best to | tell them it is best to come in and be seen by the physician. |
| All prescription renewals should have documentation in the patient's chart, which includes. | the date of the phone call. the person authorizing the renewal. |
| A physician calls your office with questions about a mutual patient that your provider referred to him. What is this called? | Continuity of care |
| Telephone triage is done to | make a decision on what action to take for the patient. |
| An office routing list can be used to | identify the general title of the person who should take the call. identify calls that will not need to be directed to the practitioner. |
| The word triage means to | screen and sort. |
| Emergency calls require immediate attention from the | practitioner. |
| Calls from patients regarding requests for referrals and appointments are generally handled by | medical assistants. |
| Every entry into a patient's chart is considered to be | HIPAA protected. a legal document. the property of the physician. |
| In medical offices, a routing list is used to | assign care team members to specific calls. |
| Telephone message pads typically contain which of the following types of information? | Caller's name Caller's telephone number Time of the call |
| After obtaining patient information, staff can categorize a problem according to the | severity of the patient's condition. |
| At which time of the day do most practitioners call back their patients? | Late morning. Late afternoon. |
| Proper documentation helps protect the physician from | facing legal action. |
| An office routing list can be used to | identify the general title of the person who should take the call. identify calls that will not need to be directed to the practitioner. |
| When making a call out of the country, you are required to use | international dialing codes. |
| If you are calling a patient, where should you look first for phone number? | Patient's chart |
| To participate in a conference call, you typically are given | a call-in number. a passcode. |
| Which of the following types of information are important to obtain from patients when renewing a prescription by telephone? | Medication information. Pharmacy information. Patient's name and date of birth. |
| Retrieving messages from an answering machine with the speaker phone setting on is considered: | a breach of patient confidentiality |
| Before transferring a call to another person, it is important to Blank______. | write down the caller's name and phone number |
Created by:
mwaciba