MA Chapter 14: Telephone Techniques Flashcards

The first thing you should do when answering the telephone is?

Which of the following types of telephone calls can a medical assistant resolve?

The appropriate way to deal with a caller who refuses to identify himself is to?

Telephone calls that require the practitioners personal attention include which of the following?

What document indicates who is responsible for the various types of calls coming into the medical office and how the calls are to be handled?

If uncertain about whether to give particular information to a patient on the telephone, a general principle is to?

The recommended procedure for handling billing inquiries is to?

If a patient was overcharged for services, the appropriate procedure is to?

A patient calls with a billing problem stating the fee was too high. When the medical assistant checks the account she finds the proper fee was charged. What would be the best approach to use in this situation?

If a patient remains dissatisfied after discussing a bill?

Mrs. Worth is calling for the result of the CEA test she had. Georgia a new administrative medial assistant, looked up the record and discovered that the result was abnormal. Georgia asks you what she should tell Mrs. Worth. What should you tell Georgia?

Under what circumstances will a pharmacist call to check before dispensing refills?

When is it acceptable for a medical assistant to authorize a pharmacy to refill a prescription?

What is the best response to a patient who calls to ask if he or she can use a medication that was prescribed for a previous condition?

The best way to handle a patient who calls the office in real, distressing pain is to?

Chris answers the telephone, and the caller, a patient named Mr. Patterson, tells Chris that the physician asked him to call the office and let her know how the prescribed medication was working. Mr. Patterson begins to explain in detail how much better he feels and what effect he thinks the med is having. What should Chris do?

When you answer the phone, you know immediately that the caller is angry. Without identifying herself, the caller begins shouting at you that she had been told that the office visit would cost $79, but her bill was for $135. She says the office is discriminating against her by charging her more than the normal amount. How should you handle this call?

Which type of call must be immediately routed to the provider?

Which of the following conditions requires immediate medical help?

Which of the following symptoms indicates a heart attack?

Vinnie receives a call from Mr. Everson, who says his wife is confused. He says she is pale and is feeling faint and sweaty. Mr. Everson also says his wife has a weak, rapid pulse and her skin is cool and moist. Vinnie should recognize these symptoms as?

A drop in body temperature during prolonged exposure to the cold is called?

Which of the following office procedures should be followed if the practitioner is not in the office when an emergency phone call comes in?

A guideline to follow when an attorney calls the office is to?

Guidelines for dealing with a salesperson on the phone include?

One of the most important telephone skills is saying words correctly, which is called?

Speaking clearly and distinctly to help the person you are speaking to understand you is called?

The appropriate way to address a patient with a last name that is difficult to pronounce is to?

A medical assistant should answer all telephone calls using?

When talking to a patient on the phone use?

If you do not recognize the name of the patient calling, the most appropriate response is?

The result of answering the phone while carrying out another task is?

Before putting a caller on hold?

If you put a caller on hold and determine it will be a long wait?

If you receive another call while talking to a patient, the procedure to follow is to?

If you cannot give your undivided attention to a caller because of an emergency in the office?

A disadvantage of communicating by telephone is that?

When a call with a patient is long or complicated?

When dealing with a patient who is nervous, upset or angry?

The appropriate way to maintain patient confidentiality is to?

How much time should you allow for a patient to answer when you place a phone call?

Which of the following guidelines should you follow when placing an outgoing telephone call?

Learning the telephone triage process includes?

Which of the following is an example of a common triage question that a medical assistant might answer?

When dealing with a telephone triage problem, remember?

The appropriate response to a triage patient who is experiencing chest pain is?

When handling an incoming telephone call regarding a patient progress report, you should?

The appropriate way to handle an incoming call for a practitioner from another practitioner is to?

Which of the following medical conditions requires immediate medical help?

A mother calls and informs you that her son has a deep dog bite. Your response should be?

Before placing an outgoing call to a patient you should?

After speaking with a patient on the phone about a clinical issue, a medical assistant must always?

When a patient calls the office for the result of a laboratory test that happens to be normal, you should?

Your FIRST priority when responding to a complaint of an angry patient is to?

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?

When you are respectful of a caller, which of the five Cs of communication do you exhibit?

A communication that contains all of the necessary information demonstrates which of the following?

What can you do to make a message concise?

A telephone message that is organized and logical demonstrates?

Two options that should always be included in the menu for an automated voice response unit are instructions for the caller if the call is an emergency and an option to?

Which of the following is NOT a way to help ensure accurate telephone messages?