Managing Incoming Calls Unit

Which of these types of telephone calls warrants immediatelynotifying the physician?

Emergency Calls

Callers like to be transferred many times to different people within the same facility.

False

When screening telephone calls, the assistant should do whatever it takes to keep a patient from speaking with the physician at any time.

False

Why might a caller refuse to give a name or reason for the call?

He fears being prevented from speaking to the physician

For which of these types of telephone calls is it acceptable for the office assistant to take a message much of the time?

Patient Calls Calls from Other Medical Personnel Non-Medical Business Calls Personal Calls All of the above

A patient calls with a serious condition that is not an emergency, but requires an urgent appointment. What is the most appropriate response for the assistant?

Schedule the appointment as early as possible.

What is determining who is the best person in the facility to handle each telephone call?

Screen

Why is it important for the assistant to evaluate the situation before prioritizing treatment?

Sometimes a patient may be upset, but there is no medical emergency.

Another physician calls with an important question and asks to be put through to the office physician immediately. But the office physician is in the middle of a patient exam. What is the most appropriate response for the assistant?

Take a message to be returned as soon as possible.

Why should an office assistant keep the physician from being interrupted without need?

To provide better care to patients.

It is a good idea to keep a list of questions by the telephone to help with handling emergency calls.

True

Who handles most routine patient telephone calls?

Assistant or other medical office staff

A laboratory calls reporting routine results. What is the most appropriate response for the assistant?

Note the information in the patient's chart and contact the patient.

A patient calls to get more instructions for the prescribed treatment. What is the most appropriate response for the assistant?

Transfer the call to a nurse.

What is the process of evaluating a situation and prioritizing treatment called?

Triage

A medical office assistant may use triage when scheduling patients for appointments.

True

When are calls from other medical personnel usually transferred directly to the office physician?

When the physician who is calling asks to be put through at once.