Today's Medical Assistant: Chapter 41

None of the above

For which of the following symptoms can the medical assistant offer advice over the telephone?

Use a telephone headset.

How can the medical assistant prevent neck and shoulder strain when answering telephone calls?

Have the appropriate materials readily available to properly document the call.

How can the medical assistant take telephone messages in an organized manner?

At least every 30 seconds.

How often should the medical assistant check back with a caller who is on hold?

Instruct the caller to write a letter to the physician and mark it "personal"

How should the medical assistant handle a call if the caller refuses to give any information and insists on speaking to the physician?

Ask the caller's name and then transfer the call to the office manager's extension.

If a caller asks for the office manager by name, what should the medical assistant usually do?

A request to call him or her at the medical office, and the medical office telephone number

If a medical assistant makes a call to a patient regarding the patient's bill and obtains an answering machine, what message should the medical assistant leave?

The medication name and dose

If a patient calls to request a medication refill, which information should always be included in the message?

Obtain authorization for the test from the physician and complete any necessary paperwork.

If a patient calls to request authorization for laboratory or diagnostic test, what should the medical assistant do?

To provide information about the next available appointment time for the pharmaceutical representative to meet with the physician.

If a sales representative from a pharmaceutical company calls and asks to speak to the physician, what would be the best response by the medical assistant?

Use a calm voice to ask questions and obtain information about what has angered the caller.

If an angry person calls the office, what should the medical assistant do or try to do?

The intended recipient has not yet answered the telephone.

If the medical assistant has transferred a telephone call, but the light for that extension continues to blink, what does it mean?

Call an ambulance (911) and have the child taken to the emergency department.

The medical assistant receives a telephone call before any other office staff have arrived at the office stating that the caller's child has burned her left hand and arm with boiling water. What should the medical assistant tell the patient?

The medical assistant should offer the patient an open appointment for that afternoon.

The medical assistant receives a telephone call in the morning from a patient who states that she has had a respiratory infection for several days, and that today she feels worse and is running a fever. Which of the following is the best response by the medical assistant?

None of the above

To whom can medical assistants usually give test results over the telephone?

Screening

What is it called when the medical assistant determines which telephone calls will go to the physician?

Identify the practice and himself or herself.

What is the first thing the medical assistant should do when answering a telephone call?

Call forwarding

What is the name of the telephone feature that allows a medical assistant to send calls from one telephone number or extension to another?

To allow the physician to avoid constant interruptions while he or she is seeing patients.

What is the purpose of taking messages for the physician even if he or she is in the office?

If the physician will be ready to talk as soon as the call has been completed.

What should the medical assistant determine before placing a call for a physician?

Call the patient back if laboratory results are normal to avoid bothering the physician.

What should the medical assistant do as follow-up if a patient calls to request laboratory results?

Electronic routing system

What type of telephone system offers the caller a menu with several options when the telephone is answered?

If the patient wants the prescription filled at a pharmacy or by mail order

When a patient calls to request a medication refill, which information should be included in the message?

"May I ask who is calling, please?"

When answering the telephone, what is the best question for the medical assistant to ask to find out a caller's name?

24-48 hours before the appointment

When are appointment reminder calls usually placed to patients?

When all calls are rerouted to another telephone number.

When is call forwarding used?

The call should be place during business hours of the time zone in which the company is located.

When placing a long-distance call to ask about an equipment order from a company in a different state, what should the medical assistant keep in mind?

During a scheduled break or lunch period

When should the medical assistant make a personal telephone call if he or she is at work at a medical office?

Answer calls when the office is closed.

Which is done by an answering service if one is used by the medical office?

Be courteous with a positive attitude and personality

Which is most important when the medical assistant answers the telephone?

Another doctor to whom a referral was made

Which of the following calls is put through immediately to the doctor, even if the doctor is with a patient?

Patients prefer to receive a computerized call instead of talking to medical assistant.

Which of the following is NOT an advantage of using computer programs for telephone calls to remind patients about appointments?

Speaking louder than normally

Which of the following is NOT an important aspect of a pleasing telephone personality?

It is built into the telephone system

Which of the following is true about voicemail?

Desk clock, computer clock, or wristwatch

Which of the following items should be readily available when taking telephone messages?

The patient's age and/or date of birth

Which of the following should always be included when the medical assistant takes a message?

The medical assistant should transfer an emergency call to a licensed health professional if one is in the office.

Which of the following statements about emergency telephone calls is true?

Requests for results of laboratory tests or diagnostic procedures

Which of the following types of call does the medical assistant usually NOT handle without taking a message?

Smartphone

Which type of electronic device may add computer capabilities to a telephone with software such as a drug reference?

Alphanumeric pager

Which type of pager can display a message in addition to the telephone number of the caller?