telephone etiquette

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

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 term refers to word choice?

Diction

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

Emergency calls

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 answer multiple phone calls?

Hold

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

Incoming calls from patients

What does it mean to enunciate words?

Pronounce them distinctly

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

Screening calls

hich 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

What is the goal of screening calls?

To provide better care to patients.

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

Voicemail

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

1-2 minutes

Which technology allows a patient to speak with a human?

Answering service

Why is it so important to keep a record of telephone messages?

Messages are considered to be legal documentation.

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

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.