MA Chapter 14: Telephone Techniques Flashcards


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1

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

IDENTIFY THE MEDICAL OFFICE AND YOURSELF

2

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

CALL TO CHANGE AN APPOINTMENT

3

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

SUGGEST THAT HE WRITE A LETTER TO THE PHYSICIAN AND MARK IT "PERSONAL"

4

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

PATIENT REQUESTS TO DISCUSS ABNORMAL TEST RESULTS

5

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?

ROUTING LIST

6

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

HAVE THE PROVIDER RETURN THE PATIENTS CALL

7

The recommended procedure for handling billing inquiries is to?

PULL THE PATIENTS CHART AND BILLING INFORMATION

8

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

ASK THE PATIENT TO WAIT FOR A CORRECT STATEMENT BEFORE SENDING PAYMENT

9

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?

SPEAK TO THE PROVIDER BEFORE RESPONDING TO THE PATIENT

10

If a patient remains dissatisfied after discussing a bill?

DOCUMENT ALL COMMENTS AND RELAY THE INFORMATION TO THE PHYSICAIN

11

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?

TELL MRS. WORTH THAT THE PHYSICIAN WILL CALL HER BACK WITH THE RESULTS

12

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

IF MORE THAN 1 YEAR HAS PASSED SINCE THE ORIGINAL PRESCRIPTION WAS WRITTEN

13

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

IF THE LICENSED PRACTITIONER HAS AUTHORIZED IN THE PATIENTS CHART THAT REFILLS ARE APPROVED

14

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?

YOU SHOULD NOT USE THE MEDICATION BECAUSE IT MAY NOT BE HELPFUL

15

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

SCHEDULE AN APPOINTMENT IMMEDIATELY OR TELL THE PATIENT TO GO TO THE EMERGENCY ROOM

16

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?

DOCUMENT THE PATIENTS DESCRIPTION AND RELAY THE INFORMATION TO THE PHYSICIAN

17

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?

LISTEN CAREFULLY AND ACKNOWLEDGE THE PATIENTS ANGER

18

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

EMERGENCY

19

Which of the following conditions requires immediate medical help?

TROUBLE BREATHING

20

Which of the following symptoms indicates a heart attack?

CHEST PAIN, RADIATING TO THE ARM, SHOULDER, AND JAW

21

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?

SHOCK

22

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

HYPOTHERMIA

23

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

INSTRUCT THE CALLER TO DIAL 911 FOR AN AMBULANCE

24

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

RELEASE INFORMATION ONLY WHEN THE PHYSICIAN HAS AUTHORIZED YOU TO DO SO

25

Guidelines for dealing with a salesperson on the phone include?

ASKING THE SALESPERSON TO SEND YOU INFORMATION

26

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

PRONUNCIATION

27

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

ENUNCIATION

28

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

ASK THE PATIENT HOW TO PRONOUNCE HIS/HER NAME

29

A medical assistant should answer all telephone calls using?

PROPER TELEPHONE ETIQUETTE

30

When talking to a patient on the phone use?

A NORMAL CONVERSATION TONE

31

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

HAS IT BEEN SOME TIME SINCE YOU HAVE SEEN THE DOCTOR?

32

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

POSSIBLE ERRORS IN MESSAGE TAKING

33

Before putting a caller on hold?

ASK THE CALLER TO STATE THE PURPOSE OF THE CALL

34

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

OFFER TO CALL BACK

35

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

MAKE SURE THE SECOND CALLER IS NOT AN EMERGENCY CALL BEFORE PUTTING THAT CALL ON HOLD

36

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

EXPLAIN THAT YOU ARE HANDLING AN URGENT MATTER AND OFFER TO CALL BACK

37

A disadvantage of communicating by telephone is that?

YOU CANNOT SEE THE CALLERS VISUAL SIGNALS SUCH AS BODY LANGUAGE OR FACIAL EXPRESSIONS

38

When a call with a patient is long or complicated?

SUMMARIZE THE DETAILS OF THE CALL TO ENSURE UNDERSTANDING BY BOTH YOU AND THE PATIENT

39

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

SHOW EMPATHY AND AN UNDERSTANDING OF THE CALLERS FEELINGS

40

The appropriate way to maintain patient confidentiality is to?

PUT THE MESSAGE IN A FOLDER MARKED "CONFIDENTIAL" AND PLACE THE FOLDER ON THE PHYSICIANS DESK

41

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

ONE MINUTE OR ABOUT EIGHT RINGS

42

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

ASK IF IT IS A CONVENIENT TIME AND IF THE PERSON HAS TIME TO TALK

43

Learning the telephone triage process includes?

USING THE OFFICES WRITTEN GUIDELINES FOR COMMONLY ASKED QUESTIONS

44

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

HOW DO I MAKE MY CHILD WITH CHICKENPOX MORE COMFORTABLE

45

When dealing with a telephone triage problem, remember?

TO ADVISE THE CALLER THAT RECOMMENDATIONS ARE BASED ON SYMPTOMS AND ARE NOT A DIAGNOSIS

46

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

GO TO THE NEAREST EMERGENCY ROOM IMMEDIATELY, PREFERABLY BY AMBULANCE

47

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

TAKE A MESSAGE FOR THE PHYSICIAN

48

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

ROUTE THE CALL TO THE PRACTITIONER IMMEDIATLEY IF POSSIBLE

49

Which of the following medical conditions requires immediate medical help?

SNAKEBITE

50

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

YOUR SON NEEDS IMMEDIATE MEDICAL HELP

51

Before placing an outgoing call to a patient you should?

VERIFY THE CORRECT PHONE NUMBER

52

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

DOCUMENT THE CONVERSATION IN THE PATIENTS RECORD

53

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

GIVE THE PATIENT THE RESULTS IF THE PHYSICIAN HAS AUTHORIZED THAT NORMAL RESULTS MAY BE GIVEN OUT.

54

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

STAY CALM AND TRY TO PACIFY THE CALLER

55

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

56

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

COURTESY

57

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

COMPLETENESS

58

What can you do to make a message concise?

MAKE THE MASSAGE BREIF AND DIRECT

59

A telephone message that is organized and logical demonstrates?

COHESIVENESS

60

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?

DIAL ZERO TO SPEAK TO AN OPERATOR

61

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

TELL THE CALLER THE PHYSICIAN WILL CALL HIM/HER BACK