Telephone Etiquette
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)
How far should the telephone mouthpiece be placed from the lips?
1 inch away
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 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
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?
Screen
Why might office policy require the assistant to also get a patient's date of birth when identifying a caller?
Several patients may have the same name.
Why is it important to give a caller your undivided attention?
Shows interest and concern to the caller
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
Which 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
Which technology is used for three or more people in different geographical areas to "meet" by phone?
Conference call
Which of these types of telephone calls warrants immediately notifying the physician?
Emergency calls.
Courtesy is far less important for outgoing telephone calls than it is for incoming calls.
False
For short breaks in a telephone conversation, an assistant should cover the mouthpiece with a hand instead of using the hold feature.
False
It is acceptable for an office assistant to let the phone ring up to 10 times before answering it.
False
Telephone messages in a medical office should be discarded immediately after action has been taken on them to protect patient privacy.
False
When answering the telephone, it is optional for the assistant to identify the caller.
False
When screening telephone calls, the assistant should do whatever it takes to keep a patient from speaking with the physician at any time.
False
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
A medical office assistant may use triage when scheduling patients for appointments.
True
A message pad and pens should be kept by the telephone in a medical office at all times.
True
For efficiency, many assistants set aside time and group outgoing calls together.
True
It is a good idea to keep a list of questions by the telephone to help with handling emergency calls.
True
Legally and ethically, a medical office is bound to give patients aid even after regular office hours.
True
Telephone interactions directly affect others'; perceptions of the medical office.
True
The main purpose of the telephone greeting is to address callers with courtesy and help them know that they have reached the correct party.
True
What is the use of language and words to send and receive information called?
Verbal communication
With which technology does a patient record a spoken message using a feature built into the telephone system?
Voicemail
When are calls from other medical personnel usually transferred directly to the office physician?
When the physician who's calling asks to put through at once
Who should hang up first at the end of a call?
caller
Which technology permits two-way communication?
cellular phones
Which term refers to word choice?
diction
Which of these sentences shows the best word choice for an assistant answering the telephone?
"May I ask the purpose of your call?"
Which of the following telephone greetings is acceptable for a medical office?
"Mountainview Children's Clinic, Thomas speaking, how may I help you?"
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
What is an appropriate response for assistants who feel they may lose their temper with a difficult caller?
Ask for another staff member's help
Which technology allows telephone calls to be sent to another appointed number?
Call forwarding
What is the key response for an assistant who is dealing with an angry telephone caller?
Calmly reassuring the caller of concern and intention to help.
What is the main purpose of using inflection?
To emphasize important points in a conversation
Why must the assistant always be aware of who is nearby when on the telephone?
To keep unauthorized parties from overhearing confidential information.
Why might an assistant avoid using the term "doctor" when leaving a telephone message for a patient?
To protect the patient's privacy