Telephone Etiquette Module

Which technology uses a recorded message with a series of directions for callers to press buttons to reach the correct party?

Automatic Routing Unit (ARU

Which technology allows telephone calls to be sent to another appointed number?

Call Forwarding

Which technology permits two-way communication?

Cellular Phones

Which technology is used for three or more people in different geographical areas to "meet" by phone?

Conference Call

Which type of telephone call warrants immediately notifying the physician?

Emergency Calls

True or False: Callers like to be transferred many times to different people within the same facility.

False

True or False: Courtesy is far less important for outgoing telephone calls than it is for incoming calls.

False

True or False: Telephone messages in a medical office should be discarded immediately after action has been taken on them to protect patient privacy.

False

True or 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

Which technology is worn on the body for more freedom of movement?

Headset

What does it mean to enunciate words?

Pronounce them distinctly

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.

Which technology leaves the hands free and is built into the phone?

Speakerphone

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.

What is the main purpose of using inflection?

To emphasize important points in a conversation

Why might an assistant avoid using the term "doctor" when leaving a telephone message for a patient?

To protect the patient's privacy

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

To provide better care for patients

True or False: A medical office assistant may use triage when scheduling patients for appointments.

True

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

True

True or False: While on the telephone, giving undivided attention to the caller shows interest and concern.

True

True or False; A message pad and pens should be kept by the telephone in a medical office at all times.

True

True or false: Telephone interactions directly affect others' perceptions of the medical office.

True

The use of language and words to send and receive information is called __________ communication

Verbal/Oral

A speaker's feelings are expressed through __________ of voice.

tone

True or False: For efficiency, many assistants set aside time and group outgoing calls together.

true

True or False: Legally and ethically, a medical office is bound to give patients aid even after regular office hours.

true

With which technology does a patient record a spoken message using a feature built into the telephone system?

voicemail

Who handles most routine patient telephone calls?

Assistant or other medical office staff

Which technology allows a patient to speak with a human?

Answering Service

Why are two copies kept of each telephone message in a medical office?

Messages are considered to be legal documentation.

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.

Which copy of a telephone message should be placed in the patient's chart?

Original

Why might it be good for an assistant to also keep a separate notepad by the telephone?

To write helpful information, such as who is holding on which lines

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

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.

Which of these questions shows the best word choice for an assistant answering the telephone? a. "Who are you?" b. "May I have your name, please?" c. "What is your name?" d. "Who is this calling?"

b. "May I have your name, please?"

How far should the telephone mouthpiece be placed from the lips? a. Directly against the lips b. 1 inch away c. 3 inches away d. 5 inches away

b. 1 inch away

Which term refers to word choice? a. Enunciation b. Inflection c. Diction d. Tone of voice

c. Diction

What is the correct way to handle a telephone handset? a. Prop it between the ear and shoulder b. Hold it under the chin c. Grasp it around the middle d. All of the above

c. Grasp it around the middle

Why must the assistant always be aware of who is nearby when on the telephone? a. To keep from interrupting other staff members b. To keep the call as short as possible to attend to others' needs c. To keep unauthorized parties from overhearing confidential information d. To keep track of which patients have been in the waiting room the longest

c. To keep unauthorized parties from overhearing confidential information

What can pagers display? a. Telephone number to call back b. Digital text message c. All of the above

c. all of the above

An assistant is near the waiting room of a medical office, and she is speaking with a patient by telephone. Which of these statements is she permitted to say? a. "Mr. Dawson, is your first name spelled M-O-R-G-A-N? And you have a heart condition, correct?" b. "Mr. Dawson, our records show that your insurance has not paid for the most recent tests related to your heart condition." c. "Mr. Dawson, we can mail the results of the tests for your heart condition to your home address at 145 Blossom Avenue in Springfield." d. "Mr. Dawson, our records show that your insurance has not paid for the tests you underwent last month."

d. "Mr. Dawson, our records show that your insurance has not paid for the tests you underwent last month."

Why should an assistant smile when talking on the telephone? a. It will help to tolerate co-workers better. b. It will make sure that the mouthpiece is in the correct position. c. It will increase the volume of the sound. d. It will be heard in the voice just as it would be seen in person.

d. It will be heard in the voice just as it would be seen in person.

Which of these methods may be used for inflection? a. Increase volume slightly b. Change pitch c. Speak at a slower rate d. All of the above

d. all of the above

Why is planning ahead for outgoing calls helpful? a. It saves time for the person answering the call. b. It saves the assistant time. c. It helps to free the telephone lines sooner. d. All of the above

d. all of the above

For which type of telephone call is it acceptable for the office assistant to take a message much of the time? a. Patient Calls b. Calls from Other Medical Personnel c. Non-Medical Business Calls d. Personal Calls e. All of the above

e. All of the above

Which of these items may be found on a standard message form? a. Date and time of the call b. Caller's name and patient's name, correctly spelled c. Caller's telephone number d. Reason for the call e. All of the above

e. all of the above