Chapter 8 - Telephone Techniques Admin

If you put a caller on hold, how long can you leave them on hold

1 minute

What are the 7 elements of a correctly handled telephone message

1. the name of the person to whom the call should be directed to 2. the name of the person calling 3. the caller's telephone number 4. the reason for the call 5. the medical assistant's description of the action to be taken 6. the date and time of the call 7. the initials of the person taking the call

How many incoming lines are the minimum recommended number of lines for a healthcare facility

2

One medical assistant can handle no more than _______ incoming lines

2

How many times should you use the caller's name during a conversation

3

The ____________ automatically saves a copy of the message to the patient's health record and sends the message to

EHR

The medical abbreviation for the Latin term statum, meaning immediately

STAT

All offices require what

a written plan of action for the times the provider is not physically present in the office

When taking a telephone message, whether in a handwritten or electronic format, strive for

accuracy

Other types of difficult callers that medical assistant must know how to handle include

aggressive callers unauthorized inquiry callers sales calls callers with difficulty communicating

What does a call hold do

allows you to interrupt a call temporarily

Callers with a complaint should be handled similar to that for

angry callers

Answering services are used to

answer the telephone in the healthcare facility when the staff is not available

A commercial service that answers telephone calls for its clients

answering service

If the caller does not offer a name, the medical assistant should

ask for their name

A system that distributes incoming calls to a specific group or person based on customer need

automatic call routing

Active listening requirements include

be present in the moment focus on the conversation don't interrupt don't start forming your response before the person has finished speaking confirm what the speaker has said, and ask if your interpretation is correct always be respectful and professional

A telephone feature that allows calls made to one number to be forwarded to another specified number

call forwarding

A feature that identifies and displays the telephone numbers of incoming calls made to a particular line

called ID

A telephone call in which a caller can speak with several people at the same time

conference call

_____________ in a healthcare facility must always be a priority

confidentiality

Part of active listening is

confirming what you heard to be sure that you have received the intended message

It is important to always be ___________ and ___________

courteous, tactful

Having ___________ to patients and other callers is vital

courtesy

The first step in screening calls is to

determine who the caller is and the nature of the call

When should you not place or receive personal phone calls

during work hours

An unexpected, life-threatening situation that requires immediate action

emergency

What is the difference between an emergency call and an urgent call

emergency calls are life threatening urgent calls require prompt attention but are not life threatening

When answering the telephone

enunciate vary your pitch

The use of articulate, clear sounds when speaking

enunciation

_____________ ensures that your message is not misunderstood

enunciation

The guidelines for medical confidentiality apply _________ to telephone conversations

equally

What to do to indicate an urgent message

flag it

Always ________ ________ on complaints and make sure resolved

follow up

What should you do to create a pleasant, friendly, and professional image of the healthcare facility

give the caller your full attention

In severe cases, do not

hang up the phone until the ambulance has arrived

Before you start answering calls, make sure you

have all the supplies you need to do your job

A set of headphones with a microphone attached, used especially in telephone communication

headset

Screening policies also should address

how calls should be handled when the provider is out of the office

What should the medical assistant do first when answering the phone

identify the facility

What are the different things to say when answering the phone

identify the facility say your name offer for help

Most outgoing calls in the healthcare facility are made in response to

incoming calls

A special sheet of __________ should be posted by each telephone

instructions

A two-way communication system with a microphone and loudspeaker at each station; often a feature of business telephones

intercom

The _________ makes searching for telephone numbers much easier

internet

The technical terminology or characteristic idioms of a particular group or special activity, as opposed to common, everyday terms

jargon

What is helpful when dealing with callers with complaints

let them know that their concerns are important to the staff and the provider

A big part of communication is being able to

listen

If a patient refuses to discuss symptoms with a medical assistant, suggest that the patient

make an appointment with the provider to discuss the problem in person

Handling incoming calls is the responsibility of who

medical assistant

A succession of syllables, words, or sentences spoken in an unvaried key or pitch

monotone

What are the features of a multi-line telephone system

more than 1 line speed dial voice mail call forwarding

A business telephone system that allows for more than one telephone line

multiple-line telephone system

Not only is interrupting rude, it also shows that you were

not listening

How do you gain control of the conversation with an angry caller

offer help and ask questions

__________ calls helps increase office efficiency

organizing

The continental United States is divided into 4 standard time zones. What are they

pacific mountain central eastern

A physician or other healthcare provider who enters into a contract with a specific insurance company or program and by doing so agree to abide by certain rules and regulations set forth by the particular third-party payer

participating provider

Cell phones can present issues in regard to

patient confidentiality

Remember to always be

patient with your patients

The depth of a tone or sound; a distinctive quality of sound

pitch

It is helpful to __________ outgoing calls in advance

plan

An incoming call should never be answered with

please hold

Focus on the conversation by being ________ in the moment

present

Medical assistants should answer the telephone

promptly and professionally (the third ring)

The primary purpose of a telephone directory is to

provide lists of those who have telephones their telephone numbers their addresses

An individual or company that provides medical care and services to a patient or the public

provider

Emergency calls should be routed to a _____________ immediately

provider

Common type of incoming calls include

requests for directions inquires about bills inquires about fees inquires about participating providers requests for assistance with insurance inquires about radiology and laboratory reports requests for referral

With angry callers, never

return the anger

What type of calls should you keep quick and to the point

sales

Something that shields, protects, or hides; to select or eliminate through a screening process

screen

Most healthcare facilities expect the medical assistant answering the telephone to

screen calls

Automatic call routing systems allow the patient to

select a number from a menu to reach specific departments in the healthcare facility

Long distance calls are

simple to plan inexpensive efficient

What is an unauthorized caller

someone who requests information to which they are not entitled

A telephone with a loudspeaker and a microphone; it can be used without having to pick up and hold the handset

speakerphone

A telephone function in which a selected stored number can be dialed by pressing only one key

speed dialing

The quality of having a keen sense of what to do or say to maintain good relations with others or to prevent offense

tactful

What is the most important piece of equipment used in a healthcare facility

telephone

Questions to ask the caller during an emergency

telephone number location symptoms when did they start his this happened before are you alone do you have transportation

What may be brought to court as evidence

telephone records

If a handwritten system is used for recording telephone messages, a policy must be developed on

the retention of the telephone message records

Telephones should be placed where

they are accessible, but private

The medical assistants telephone manner sets the _______ for the callers perception of the facility

tone

______ of voice can completely change the message being sent

tone

What are some nonvisual/nonverbal communication

tone speed of speech pitch volume enunciation pausing/hesitation

The process of assigning degrees of urgency to patients' conditions

triage

Ask for a phone number where the caller can be reached in case of a sudden disconnection

true

Screening calls is an important task

true

The use of a headset can improve your ergonomics and help prevent neck strain

true

Other types of special calls a medical assistant must know how to handle include

unsatisfactory progress reports requests for test results requests for information from third parties complaints about care or fees calls from a staff member's family or friends

An acute situation that requires immediate attention but is not life-threatening

urgent

Knowing how to respond to the different types of calls received will make you a

valuable asset to the healthcare facility

An electronic system that allows messages from telephone callers to be recorded and stored

voice mail