MOA Chapter 12

List 8 things to record in every message

1. Date and time call is received 2. who the call is for 3. callers name, telephone number and date of birth 4.when the caller can be reached 5. Nature and urgency of the call 6. Action to be taken 7. Message 8. Your name or initials ( incase of questions)

4 time zones from west to east

1. Pacific 2. Mountain 3. Central 4. Eastern

List 3 things to record for establishing appointments

1. Patients name and date of birth 2. daytime telephone number 3. reason for the appointment

List 3 types of calls referred to the provider

1. other providers 2. STAT reports 3. Providers family

List 5 types of calls the medical assistants can take

1. salespeople 2. general information about practice 3. billing questions 4. insurance information 5. requests for prescription refills

How long should a call not be left unattended

20-30 seconds

Why are callers hesitant give information through the phone

Because the questions are of a confidential and possibly embarassing nature

the process of sending, receiving, storing and forwarding messages in digital form from any computer networks

Electronic mail (email)

This type of good manner simply involves treating others with consideration

Telephone etiquette

What do you attach on the patients chart before placing it on the providers desk

a message

Though some callers will be upset, frightened or even angry, the medical assistant should

always be patient and in control

typically staffed by a live operating and answering machines are two methods of taking calls after hours

answering service

Prior to responding to insurance carriers requests for patient records, what should you do

authenticate that the call is from the carrier using established clinic protocols and ensure that a singed release form is on file

system answers the call and a recorded voice identifies departments or services the call can access by pressing a specified number on the touch tone telephone

automated routing unit

This system should begin with a message instructing the caller what to do if the call is an emergency

automatic answering system

Determine what about the call and if its not this and with permission place the caller on hold

determine nature of call and if call is not an emergency

This implies speaking your words clearly and articulating carefully

enuncation

transmission sent over telephone line from one fax machine to another or form of modem to a fax machine

fax or facsimile

After how many rings to do you answer the phone

first or third ring

When taking a message for someone in the clinic you should do what

give the caller an idea of when to expect to return the call

What is the most missed used piece of equipment in the practice

hold button

Do not use technical terms if simpler ones will convey the information adequately

jargon

Regardless if the automated system contacts with the caller first, they all answer first

medical assistant

Remember callers are not this and they are the reason for the job

not an interruption

the act of evaluating the urgency of a medical situation and prioritizing the call

screening

When or not before the first call has to be given permission to do this

to be put on hold or answer