Chapter 14 Telephone Techniques

A desirable way to ask patients their name if you don't recognize them when they call is to say ______

"Has it been some time since you've been in the office?"

Why is it important to ask callers if you can place them on hold?

-A caller may want to be given the option to choose not to be put on hold. -It is a common courtesy. -A caller may want to call back at a later date rather than hold.

Which of the following are examples of callers who may not want to hang up, even though their needs have been met?

-Anxious patients -Elderly patients -Lonely patients

The importance of HIPAA in regard to phone includes which of the following?

-Disclosing information only if you have to based on legal requirements -Looking in a patient's chart to verify the patient's authorization approval

Which of the following present a good impression of the office to patients on the telephone?

-Giving your undivided attention to the caller -Being courteous to the caller

From the following, choose the effective communication skills that a medical assistant should use when answering the telephone.

-Know when to speak and when to listen. -Refrain from passing judgment or stereotyping. -Ask for clarification and feedback.

Which of the following does HIPAA specifically cover?

-Patient confidentiality -Patient privacy

Which of the following must come through the phone to the caller?

-Professionalism -Caring attitude

Which of the following calls should be routed directly to the provider?

-Reports from patients of unsatisfactory progress -Patient requests to review abnormal results -Personal calls for the physician

Telephone message pads typically contain which of the following types of information?

-Time of the call -Caller's name -Caller's telephone number

Why is it important to have a patient's chart available for billing inquires?

-To ensure that you have the correct patient on the telephone -To compare the charges with the services performed

Some of the actions included in a telephone message are

-Urgent -Wants to see you

At the end of a telephone conversation, which of the following are appropriate to end the conversation?

-Use the caller's name. -Thank the caller.

To participate in a conference call, you typically are given

-a passcode. -a call-in number.

Calls typically handled by medical assistants are

-administrative complaints. -billing inquiries.

All advice given to patients over the telephone must

-contain complete information. -be carefully documented.

Proper training of office staff will help ensure that the advice they give callers is

-cost effective. -sound. -safe.

When screening a phone call,

-find out the nature of the call. -find out who is calling.

When making an appointment with a patient on the telephone, it is important to remember to

-follow office protocols for making an appointment. -confirm the information with the patient prior to ending the call. -fit the patient in considering the needs of the patient and the office.

HIPAA guidelines require that any information outside of TPO (treatment, payment, healthcare operations) requires written authorization from the patient, with the exception of

-government agency compliance. -emergencies.

When listening to a caller with a complaint, a medical assistant should NEVER

-hang up on the caller. -make unrealistic promises. -argue with the caller.

An office routing list can be used to

-identify calls that will not need to be directed to the practitioner. -identify the general title of the person who should take the call.

How you handle telephone calls will have an impact on the medical practice's

-image. -reputation.

When a complaint telephone call comes in, a medical assistant should

-listen carefully and attentively. -remain calm and professional.

After speaking with a patient on the telephone about the patient's progress, the medical assistant must

-log the call and document the conversation. -relay the information to the physician.

If a patient calls the office and want to know the results of a test, it is best to

-make certain the patient's chart is accessible. -correctly identify the patient prior to assisting. -follow office protocol for reporting information to the patient.

You can maintain patient confidentiality when on the phone by

-moving to a private area. -talking quietly.

The types of Information collected during telephone triage include the patient's

-name. -age. -symptoms.

When discussing clinical matters with a patient on the telephone, it is a good idea to

-open up the electronic chart so that you can document and find relevant information. -pull the chart so the information is handy for documentation and for referral.

When leaving messages for others, it is important to protect confidentiality by

-placing the messages in a confidential area. -marking the messages "confidential."

When a caller will not hang up, the best way to end the call is to

-politely but firmly explain that the physician needs your assistance. -explain to the caller that another patient needs your assistance.

A conference call is used for

-saving time. -sharing information.

After prescribing a treatment for a patient, the physician will most likely ask the medical assistant to call the patient to

-see if the patient has been following the treatment prescribed. -see if the patient is making satisfactory progress.

When offering assistance to a patient by telephone, medical assistants must

-stress the importance of seeing the physician for concerns. -work within their scope of practice

Completing a telephone call can be done by

-summarizing the conversation. -asking if the patient has any further questions.

All prescription renewals should have documentation in the patient's chart, which includes

-the date of the phone call. -the person authorizing the renewal.

When taking a message, it is important to verify

-the patient's name. -the patient's phone number. -the correct spelling of medications.

An office may receive calls for prescription refills from

-the patient's pharmacy. -the patient.

Every entry into a patient's chart is considered to be

-the property of the physician. -a legal document. -HIPAA protected.

When scheduling an appointment with a caller on the telephone, you should always confirm

-the reason for the visit. -the caller's name. -the caller's telephone number.

When scheduling conference calls, it is a good idea to keep in mind

-the schedules of the participants. -who should be invited into the conference call. -the time zones of the participants.

Good telephone technique leaves the caller with a positive impression of

-the staff, the physician, and the practice. -the person answering the phone.

A medical office frequently receives calls from

-vendors. -other physicians. -family members of patients

Helpful tips for accurate documentation of incoming message include

-verifying all information prior to hanging up. -always having a pen and paper on hand. -jotting down information as it is given.

Screening phone calls involves making a decision on

-which calls are better handled by taking a message. -if the calls should be put through immediately.

Which is the best way to check for caller understanding?

Ask the patient, "Are there any questions I can answer for you?"

Which of the following best exemplifies professionalism while using the telephone?

Be courteous, calm, and pleasant.

How does projecting a positive image with good communication skills impact the patient?

By satisfying needs and expectations

A physician calls your office with questions about a mutual patient that your provider referred to him. What is this called?

Continuity of care

Which of the following communication skills is effective when communicating with patients on the telephone?

Display tact and sensitivity

What type of violation is it to disclose patient information to an attorney who calls the office?

HIPAA

Which of the following demonstrates the correct manner in which to assist a patient on the telephone?

Identify the needs of the caller and focus on assisting the caller only.

Where would a medical assistant look for office policies that explain what is acceptable to discuss with patients?

In the office procedure manual

Salespeople generally use which medical professional as a contact point in the office?

Medical assistant

If you are calling a patient, where should you look first for phone number?

Patient's chart

Typically, which medical professional team members should take a call from a referring physician?

Physician

Who is authorized to make a diagnosis and prescribe medication?

Practitioner

What should be done if a billing error was made by the office?

Tell the patient a corrected statement will be sent

Why are excellent communication skills important in using the telephone?

They project a positive image and satisfy patient expectations.

Retrieving messages from an answering machine with the speaker phone setting on is considered:

a breach of patient confidentiality

The first person to answer the telephone in a practice leaves an impression that must always be

a positive and caring response.

In medical offices, a routing list is used to

assign care team members to specific calls.

Examples of conference calls in a medical office include

calling an insurance company on behalf of a patient.

If an attorney calls requesting patient information, you should

check your office procedure manual for guidance.

If the caller has a situation requiring a lengthy conversation, it may be best to have the caller

come to the office and speak face to face.

When calling the service to retrieve a message, verify the information for ______ and ______ before ending the call.

completeness. correctness.

If patients want to use old, unfinished prescriptions and not make an appointment with the physician, it is best to

document that you have advised them to come in for an appointment rather than take the medication.

Proper documentation helps protect the physician from

facing legal action.

The best example of proper telephone etiquette is

handling all calls politely and professionally.

When making a call out of the country, you are required to use

international dialing codes.

Telephone triage is done to

make a decision on what action to take for the patient.

Calls from patients regarding requests for referrals and appointments are generally handled by

medical assistants.

If a caller does not want to be placed on hold, the best scenario is to

obtain the caller's name, phone number, and preferred time to return the call.

Pharmaceutical reps may want to meet with the

physician.

Using a caller's name during a telephone conversation makes the caller feel

positive about calling the practice.

Emergency calls require immediate attention from the

practitioner

Using empathy with a caller who is nervous or upset while on the telephone may help

reassure the caller you understand. get to the root of the call.

The word triage means to

screen and sort.

After obtaining patient information, staff can categorize a problem according to the

severity of the patient's condition.

Enunciation is defined as

speaking clearly and distinctly.

If a patient calls for lab results and you notice the results are abnormal, you should

tell the patient the physician would like to go over the results.

If patients call for advice on taking medication prescribed for prior conditions, it is best to

tell them it is best to come in and be seen by the physician.

Empathy can be defined as

trying to show understanding.