Chapter 6 telephone procedures

The standard touch-tone telephone has a total of how many buttons?

12

According to studies, which of the following makes two-thirds of the telephone callers angry?

Being put in hold

When calling an insurance company to verify a patient's coverage or to obtain an authorization, which of the following must you have one hand ?

Copy of the front and back of the patient's insurance card

When a caller will not terminate a conversation, which of the following is an appropriate statement ?

I am sorry, Mrs. Snyder, but I need to assist another patient right now.

A telephone log is important

because it provides a permanent chronological record. for medicolegal reasons. because it can be helpful if it becomes necessary to reach a patient on short notice.

Patients should be encouraged to

call the office during designated hours.

If there are patients the physician may need to call on a regular basis, their names and telephone numbers can be kept on a

callback list.

A wireless telephone that communicates through antenna towers is known as a(n)

cellular telephone.

When performing telephone triage, an example of n emergent call be

chest pain

When patients cal their physician for a name of medical specialist, they should be

given two or three names. referred to the local county medical society for assistance . given several names from a referral list prepared by the physician .

Whether it is an incoming or outgoing call, be sure they party you are speaking with is property

identified.

Placing, receiving, and screening telephone call is a responsibility of medical assistance, it is considered

important for public relations.

If the physician receives an urgent personal call from a family member, the medical assistance may

interrupt the physician politely

Which of the following voice mail message guideline is accurate?

keep the message short and update the greeting regularly .

To determine the best response when a patient calls with a complaint , the medical assistance should

listen to the entire problem without interruption .

Reference instructions that need to be followed in determining how to triage a telephone call are referred to as

protocols.

Triage means to

sort things out.

An electronic component that stores telephone numbers so that they may be dialed at the touch of a button or code is called

speed dialing

When using an automated attendant system, there should always be an option that allows the caller to

talk to a live person.

The process of determining the nature of an incoming call and deciding to whom the call should be routed is referred to as

telephone screening.

When taking a phone message from a patient, you should be sure to record

the date and time. the patient's name and phone number. the reason for the call.

An incoming telephone call should be answered before the

third ring.

Acute abdominal pain is an example of a(n)

urgent situation

Which piece of telephone equipment reduces phone fatigue and allows mobility ?

wireless headset

Using the International communicator's Alphabet, you should state the first letter in the name Richard as

Romeo

A business that specializes in taking message during hours when offices are closed is a (n)

answering service .

Telephone message slips

are used to document incoming telephone calls.

If you answer the telephone and it is a personal val for a coworker, and the coworker is busy,

ask if you can give the coworker a message so that he or she can call back at an appropriate time.

Which telephone guideline is accurate ?

Repeat the caller's name during the conversation to show attentiveness.

Select an example of the correct telephone response to use when physician is not in the office.

The physician is not in the office right now. Would you care to leave a message?