HC21-Telephone Etiquette

Which of the following telephone greetings is acceptable for a medical office?

"Mountainview Children's Clinic, Thomas speaking, how may I help you?"

How far should the telephone mouthpiece be placed from the lips?

1 inch away

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

What is the key response for an assistant who is dealing with an angry telephone caller?

Calmly reassuring the caller of concern and intention to help.

Which technology permits two-way communication?

Cell Phone

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 is the telephone feature required to interrupt a conversation to answer another call?

Hold

Why should an assistant smile when talking on the telephone

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

Who should hang up first at the end of a call?

The Caller

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

To provide better care to patients.

Which of these sentences shows the best word choice for an assistant answering the telephone?

"May I ask the purpose of your call?"

What is the correct way to handle a telephone handset?

Grasp it around the middle

What type of calls make up the majority of the telephone calls in a medical office?

Incoming calls from patients

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

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 might office policy require the assistant to also get a patient's date of birth when identifying a caller?

Several patients may have the same name.

Why is it good to ignore activities around you in the office while on the telephone and give your undivided attention to the caller?

Shows interest and concern to the caller

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.

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

Conference Call

Which term refers to word choice?

Diction

Which of these types of telephone calls warrants immediately notifying the physician?

Emergency Calls

(T/F) Callers like to be transferred many times to different people within the same facility.

False

(T/F) Courtesy is far less important for outgoing telephone calls than it is for incoming calls.

False

(T/F) For short breaks in a telephone conversation, an assistant should cover the mouthpiece with a hand instead of using the hold feature.

False

(T/F) It is acceptable for an office assistant to let the phone ring up to 10 times before answering it.

False

(T/F) Telephone messages in a medical office should be discarded immediately after action has been taken on them to protect patient privacy.

False

(T/F) When answering the telephone, it is optional for the assistant to identify the caller.

False

(T/F) 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 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

What is it called when a speaker's feelings are expressed through speech?

Tone of Voice

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

(T/F) A message pad and pens should be kept by the telephone in a medical office at all times.

True

(T/F) It is a good idea to keep a list of questions by the telephone to help with handling emergency calls.

True

(T/F) Legally and ethically, a medical office is bound to give patients aid even after regular office hours.

True

(T/F) Telephone interactions directly affect others' perceptions of the medical office.

True

(T/F) The main purpose of the telephone greeting is to address callers with courtesy and help them know that they have reached the correct party.

True

(T/F)A medical office assistant may use triage when scheduling patients for appointments.

True

(T/F)For efficiency, many assistants set aside time and group outgoing calls together.

True

What is the use of language and words to send and receive information called?

Verbal Communication

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

Voicemail

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.

What is the maximum amount of time a caller should be left on hold before the assistant checks back with the caller?

1-2 mins

Which technology allows a patient to speak with a human?

Answering Service

What is an appropriate response for assistants who feel they may lose their temper with a difficult caller?

Ask for another staff member's help

Who handles most routine patient telephone calls?

Assistant or other medical office staff

What is the main purpose of using inflection?

To emphasize important points in a conversation

Why must the assistant always be aware of who is nearby when on the telephone?

To keep unauthorized parties from overhearing confidential information

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

To protect the patient's privacy