Lesson 9 - Telephone Techniques and Etiquette

The medical administrative assistant may receive phone calls from ___________. Laboratories Providers Patients All of the above

All of the above

Each office should have a clear set of _________ that can be provided to a caller who needs assistance getting to the facility. Lab reports Directions Fees Emergency numbers

Directions

If a call is truly an emergency ____________. Do not hang up Hang up and tell the physician Hang up and call 911 Take a message

Do not hang up

With the increased use of __________, test results are often available to the provider immediately upon completion. Health Insurance Electronic Health Records Policies All of the above

Electronic Health Records

If a caller refuses to identify themselves, suggest they call back when they are ready to provide their identity. Select one: True False

False Rationale: All callers must identify themselves in order to receive any service. It is unacceptable to transfer a call to anyone without knowledge of who is calling. If the caller refuses to provide their identify, suggest they send the physician an email through the patient portal or send a letter marked "private."

With an angry caller, it is effective to use a raised voice so the caller will listen. Select one: True False

False Rationale: Speaking in a lower tone of voice, remaining calm, and using active listening skills will be most effective with an angry caller.

If a patient asks about fees, the medical administrative assistance should be ____________. Straightforward Vague Evasive All of the above

Straightforward

When screening phone calls, the first step is to determine who is calling and the reason for the call. Select one: True False

True Rationale: The first step in screening calls is to find out who is calling and the reason for the call. Depending on the reason, the call can be forwarded to the appropriate area or person.

Which of the following is the most appropriate greeting for incoming phone calls in a busy medical office? Select one: a. "Good afternoon, MedCerts Family Practice, Sarah Johnson speaking. How may I help you?" b. "Good afternoon, Dr. Jacobs. This is Sarah." c. "Please hold." d. "Thank you for calling MedCerts Family Practice, this is Sarah."

a. "Good afternoon, MedCerts Family Practice, Sarah Johnson speaking. How may I help you?" Rationale: The medical office or healthcare facility will often have a standard phone greeting that begins with identification of the facility, your name, and an offer of help. A call should never be answered by saying "please hold."

Which of the following scenarios indicates an emergency call? Select one: a. A patient who indicates they are having trouble breathing b. A patient calling about an itchy rash c. A patient who indicates they have been bitten by a stray dog d. A patient calling about blood in their stool

a. A patient who indicates they are having trouble breathing Rationale: Even though most phone system prompts will initially indicate that the caller should dial 911 for a life-threatening situation, life-threatening emergency calls can arise. Patients who have difficulty breathing or an impaired airway, chest pain, profuse bleeding, or severe allergic reactions are experiencing emergencies. Urgent calls require prompt attention but are not life threatening.

Which of the following is an incorrect statement when using an answering service? Select one: a. An answering service acts as the first point of contact for the facility b. An answering service takes messages for the facility c. An answering service answers and screens phone calls after business hours d. All of the above

a. An answering service acts as the first point of contact for the facility Rationale: An answering service should not be routinely used as the first point of contact for the practice. Typically, during normal business hours, the medical administrative assistant will be responsible for answering the office phone.

If using a speaker phone, the medical administrative assistant should be especially cautious because __________. Select one: a. Confidentiality may be violated b. The sound may cut out c. It may be difficult to hear d. Calls can be traced

a. Confidentiality may be violated

Which of the following is not required when taking a message by phone? Select one: a. The date and time of call b. The caller's account number c. The person the caller is requesting d. The caller's name and phone number

b. The caller's account number Rationale: When taking a message by phone, it is not necessarily required to include the caller's account number. All other information is required.

Which type of phone call should be immediately directed to the physician? Select one: a. An insurance company requesting an operative report to support a claim b. A worker compensation manager asking for a return-to-work date c. Another provider calling to discuss a patient d. An attorney who wants to discuss a patient's case

c. Another provider calling to discuss a patient Rationale: Telephone calls from providers about patients should be routed directly to the physician. Other calls can generally be handled by other staff members, or a message can be taken.

Which of the following is an appropriate action if a patient calls with a complaint about a fee that was charged for an office visit? Select one: a. Use a lower tone of voice and remain calm b. Thank the caller for bringing the situation to attention c. Provide resolution options and ask if the caller is agreeable to them d. All of the above

d. All of the above