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Ch 15 MC1130
Telephone Procedures part i
| Question | Answer |
|---|---|
| medical offices calls could range from ________ ________ to _________ | schedule appointments, emergencies |
| MA should always remain calm, regardless of the _________ of the caller | demeanor |
| the first _______ of _______ between the medical office and a patient is a/an _________ ________ | contact, patient, telephone procedure |
| to ensure a good impression: always be ________ and ________. answer the telephone by the ________'s ________ and then yourself. | professional, polite, office's name |
| multifunction telephone systems require ____ ________ | MA training |
| telephone feature that allows MA to conduct calls away from telephone system, place little stress on the body | hands free devices |
| phone feature that stores up to 100 programmed numbers which are easily accessed w/the touch of a button | automatic dialer or speed dial |
| dials the last number called, also w/the touch of a single button | last number redial |
| phone feature that allows more than two parties to speak on the same phone line at the same time | conference call |
| phone feature that allows more than one person in the same location to participate in a telephone call | speakerphone |
| phone feature that routes incoming phone calls to another telephone number | call forwarding |
| feature used after business hours to direct incoming calls to an answering service | call forwarding |
| feature which broadcasts the speaker's voice from the unit, helps when more than one party at the same location wishes to participate in a telephone conversation | speakerphone |
| feature that eliminates hold times because they allow the caller to be routed directly to the desired party, medical offices must have multiple phone lines | direct telephone lines |
| patients calls a main number then choose an extension to dial to reach their desired party, may be a long wait periods on caller or require a lot of steps to reach desired extensions | automatic routing units |
| feature that places caller on hold so users can complete other tasks | hold feature |
| phone "additional" feature that automatically calls to patients to remind the patient of an appointment | electronic appointment reminder |
| phone "additional" feature that prevents long wait periods, patient calls and choose a number for the type of service needed, then patient records name, phone #, and hangs up | automatic reverse dial |
| answering services are used when the medical office is _______ : before and after hours and lunchtime | closed |
| answering services forward patients messages to the ________ ________ | appropriate parties |
| medical offices should only use answering services with __________ ____ ___________ | experienced in healthcare |
| physician's _________ _________ must be left with the answering service should contact him/her with a patient emergency after office hours | contact information |
Created by:
ricrom81
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