Chapter 8 - Telephone Techniques Admin
If you put a caller on hold, how long can you leave them on hold
1 minute
What are the 7 elements of a correctly handled telephone message
1. the name of the person to whom the call should be directed to 2. the name of the person calling 3. the caller's telephone number 4. the reason for the call 5. the medical assistant's description of the action to be taken 6. the date and time of the call 7. the initials of the person taking the call
How many incoming lines are the minimum recommended number of lines for a healthcare facility
2
One medical assistant can handle no more than _______ incoming lines
2
How many times should you use the caller's name during a conversation
3
The ____________ automatically saves a copy of the message to the patient's health record and sends the message to
EHR
The medical abbreviation for the Latin term statum, meaning immediately
STAT
All offices require what
a written plan of action for the times the provider is not physically present in the office
When taking a telephone message, whether in a handwritten or electronic format, strive for
accuracy
Other types of difficult callers that medical assistant must know how to handle include
aggressive callers unauthorized inquiry callers sales calls callers with difficulty communicating
What does a call hold do
allows you to interrupt a call temporarily
Callers with a complaint should be handled similar to that for
angry callers
Answering services are used to
answer the telephone in the healthcare facility when the staff is not available
A commercial service that answers telephone calls for its clients
answering service
If the caller does not offer a name, the medical assistant should
ask for their name
A system that distributes incoming calls to a specific group or person based on customer need
automatic call routing
Active listening requirements include
be present in the moment focus on the conversation don't interrupt don't start forming your response before the person has finished speaking confirm what the speaker has said, and ask if your interpretation is correct always be respectful and professional
A telephone feature that allows calls made to one number to be forwarded to another specified number
call forwarding
A feature that identifies and displays the telephone numbers of incoming calls made to a particular line
called ID
A telephone call in which a caller can speak with several people at the same time
conference call
_____________ in a healthcare facility must always be a priority
confidentiality
Part of active listening is
confirming what you heard to be sure that you have received the intended message
It is important to always be ___________ and ___________
courteous, tactful
Having ___________ to patients and other callers is vital
courtesy
The first step in screening calls is to
determine who the caller is and the nature of the call
When should you not place or receive personal phone calls
during work hours
An unexpected, life-threatening situation that requires immediate action
emergency
What is the difference between an emergency call and an urgent call
emergency calls are life threatening urgent calls require prompt attention but are not life threatening
When answering the telephone
enunciate vary your pitch
The use of articulate, clear sounds when speaking
enunciation
_____________ ensures that your message is not misunderstood
enunciation
The guidelines for medical confidentiality apply _________ to telephone conversations
equally
What to do to indicate an urgent message
flag it
Always ________ ________ on complaints and make sure resolved
follow up
What should you do to create a pleasant, friendly, and professional image of the healthcare facility
give the caller your full attention
In severe cases, do not
hang up the phone until the ambulance has arrived
Before you start answering calls, make sure you
have all the supplies you need to do your job
A set of headphones with a microphone attached, used especially in telephone communication
headset
Screening policies also should address
how calls should be handled when the provider is out of the office
What should the medical assistant do first when answering the phone
identify the facility
What are the different things to say when answering the phone
identify the facility say your name offer for help
Most outgoing calls in the healthcare facility are made in response to
incoming calls
A special sheet of __________ should be posted by each telephone
instructions
A two-way communication system with a microphone and loudspeaker at each station; often a feature of business telephones
intercom
The _________ makes searching for telephone numbers much easier
internet
The technical terminology or characteristic idioms of a particular group or special activity, as opposed to common, everyday terms
jargon
What is helpful when dealing with callers with complaints
let them know that their concerns are important to the staff and the provider
A big part of communication is being able to
listen
If a patient refuses to discuss symptoms with a medical assistant, suggest that the patient
make an appointment with the provider to discuss the problem in person
Handling incoming calls is the responsibility of who
medical assistant
A succession of syllables, words, or sentences spoken in an unvaried key or pitch
monotone
What are the features of a multi-line telephone system
more than 1 line speed dial voice mail call forwarding
A business telephone system that allows for more than one telephone line
multiple-line telephone system
Not only is interrupting rude, it also shows that you were
not listening
How do you gain control of the conversation with an angry caller
offer help and ask questions
__________ calls helps increase office efficiency
organizing
The continental United States is divided into 4 standard time zones. What are they
pacific mountain central eastern
A physician or other healthcare provider who enters into a contract with a specific insurance company or program and by doing so agree to abide by certain rules and regulations set forth by the particular third-party payer
participating provider
Cell phones can present issues in regard to
patient confidentiality
Remember to always be
patient with your patients
The depth of a tone or sound; a distinctive quality of sound
pitch
It is helpful to __________ outgoing calls in advance
plan
An incoming call should never be answered with
please hold
Focus on the conversation by being ________ in the moment
present
Medical assistants should answer the telephone
promptly and professionally (the third ring)
The primary purpose of a telephone directory is to
provide lists of those who have telephones their telephone numbers their addresses
An individual or company that provides medical care and services to a patient or the public
provider
Emergency calls should be routed to a _____________ immediately
provider
Common type of incoming calls include
requests for directions inquires about bills inquires about fees inquires about participating providers requests for assistance with insurance inquires about radiology and laboratory reports requests for referral
With angry callers, never
return the anger
What type of calls should you keep quick and to the point
sales
Something that shields, protects, or hides; to select or eliminate through a screening process
screen
Most healthcare facilities expect the medical assistant answering the telephone to
screen calls
Automatic call routing systems allow the patient to
select a number from a menu to reach specific departments in the healthcare facility
Long distance calls are
simple to plan inexpensive efficient
What is an unauthorized caller
someone who requests information to which they are not entitled
A telephone with a loudspeaker and a microphone; it can be used without having to pick up and hold the handset
speakerphone
A telephone function in which a selected stored number can be dialed by pressing only one key
speed dialing
The quality of having a keen sense of what to do or say to maintain good relations with others or to prevent offense
tactful
What is the most important piece of equipment used in a healthcare facility
telephone
Questions to ask the caller during an emergency
telephone number location symptoms when did they start his this happened before are you alone do you have transportation
What may be brought to court as evidence
telephone records
If a handwritten system is used for recording telephone messages, a policy must be developed on
the retention of the telephone message records
Telephones should be placed where
they are accessible, but private
The medical assistants telephone manner sets the _______ for the callers perception of the facility
tone
______ of voice can completely change the message being sent
tone
What are some nonvisual/nonverbal communication
tone speed of speech pitch volume enunciation pausing/hesitation
The process of assigning degrees of urgency to patients' conditions
triage
Ask for a phone number where the caller can be reached in case of a sudden disconnection
true
Screening calls is an important task
true
The use of a headset can improve your ergonomics and help prevent neck strain
true
Other types of special calls a medical assistant must know how to handle include
unsatisfactory progress reports requests for test results requests for information from third parties complaints about care or fees calls from a staff member's family or friends
An acute situation that requires immediate attention but is not life-threatening
urgent
Knowing how to respond to the different types of calls received will make you a
valuable asset to the healthcare facility
An electronic system that allows messages from telephone callers to be recorded and stored
voice mail