Managing Incoming Calls Quiz

Why might a caller refuse to give a name or reason for the call?

He fears being prevented from speaking to the physician.

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?

Screening calls

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.

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

Emergency Calls

When screening telephone calls, the assistant should do whatever it takes to keep a patient from speaking with the physician at any time.

False

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

A medical office assistant may use triage when scheduling patients for appointments.

True

It is a good idea to keep a list of questions by the telephone to help with handling emergency calls.

True

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.

For which of these types of telephone calls is it acceptable for the office assistant to take a message much of the time?

All of the above

Which of the following are considered routine patient telephone calls?

All of the above

How should you handle the caller when transferring a call?

Ask the caller's permission to place the call on hold and make the transfer.

What is the goal of screening calls?

To provide better care to patients.