The first thing you should do when answering the telephone is?
IDENTIFY THE MEDICAL OFFICE AND YOURSELF
Which of the following types of telephone calls can a medical assistant resolve?
CALL TO CHANGE AN APPOINTMENT
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"
Telephone calls that require the practitioners personal attention include which of the following?
PATIENT REQUESTS TO DISCUSS ABNORMAL TEST RESULTS
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?
HAVE THE PROVIDER RETURN THE PATIENTS CALL
The recommended procedure for handling billing inquiries is to?
PULL THE PATIENTS CHART AND BILLING INFORMATION
If a patient was overcharged for services, the appropriate procedure is to?
ASK THE PATIENT TO WAIT FOR A CORRECT STATEMENT BEFORE SENDING PAYMENT
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
If a patient remains dissatisfied after discussing a bill?
DOCUMENT ALL COMMENTS AND RELAY THE INFORMATION TO THE PHYSICAIN
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
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
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
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
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
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
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
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?
CHEST PAIN, RADIATING TO THE ARM, SHOULDER, AND JAW
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?
INSTRUCT THE CALLER TO DIAL 911 FOR AN AMBULANCE
A guideline to follow when an attorney calls the office is to?
RELEASE INFORMATION ONLY WHEN THE PHYSICIAN HAS AUTHORIZED YOU TO DO SO
Guidelines for dealing with a salesperson on the phone include?
ASKING THE SALESPERSON TO SEND YOU INFORMATION
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?
ASK THE PATIENT HOW TO PRONOUNCE HIS/HER NAME
A medical assistant should answer all telephone calls using?
PROPER TELEPHONE ETIQUETTE
When talking to a patient on the phone use?
A NORMAL CONVERSATION TONE
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?
The result of answering the phone while carrying out another task is?
POSSIBLE ERRORS IN MESSAGE TAKING
Before putting a caller on hold?
ASK THE CALLER TO STATE THE PURPOSE OF THE CALL
If you put a caller on hold and determine it will be a long wait?
OFFER TO CALL BACK
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
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
A disadvantage of communicating by telephone is that?
YOU CANNOT SEE THE CALLERS VISUAL SIGNALS SUCH AS BODY LANGUAGE OR FACIAL EXPRESSIONS
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
When dealing with a patient who is nervous, upset or angry?
SHOW EMPATHY AND AN UNDERSTANDING OF THE CALLERS FEELINGS
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
How much time should you allow for a patient to answer when you place a phone call?
ONE MINUTE OR ABOUT EIGHT RINGS
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
Learning the telephone triage process includes?
USING THE OFFICES WRITTEN GUIDELINES FOR COMMONLY ASKED QUESTIONS
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
When dealing with a telephone triage problem, remember?
TO ADVISE THE CALLER THAT RECOMMENDATIONS ARE BASED ON SYMPTOMS AND ARE NOT A DIAGNOSIS
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 practitioner from another practitioner is to?
ROUTE THE CALL TO THE PRACTITIONER IMMEDIATLEY IF POSSIBLE
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?
YOUR SON NEEDS IMMEDIATE MEDICAL HELP
Before placing an outgoing call to a patient you should?
VERIFY THE CORRECT PHONE NUMBER
After speaking with a patient on the phone about a clinical issue, a medical assistant must always?
DOCUMENT THE CONVERSATION IN THE PATIENTS RECORD
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.
Your FIRST priority when responding to a complaint of an angry patient is to?
STAY CALM 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?
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?
MAKE THE MASSAGE BREIF AND DIRECT
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?
DIAL ZERO TO SPEAK TO AN OPERATOR
Which of the following is NOT a way to help ensure accurate telephone messages?
TELL THE CALLER THE PHYSICIAN WILL CALL HIM/HER BACK