Telephone Etiquette Module

How far should the telephone mouthpiece be placed from the lips?

1 inch away

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)

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

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 does prompt attention to answering the telephone show?

Good public relations Efficiency of the office All of the above

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

Why should an assistant smile when talking on the telephone?

It will be heard in the voice just as it would be seen in person.

Which technology leaves the hands free and is built into the phone?

speakerphone

An assistant is near the waiting room of a medical office, and she is speaking with a patient by telephone. Which of these statements is she permitted to say?

"Mr. Dawson, our records show that your insurance has not paid for the tests you underwent last month."

Which message is the most acceptable for an assistant to leave when returning a patient's call?

"Mrs. Brian, this is Trudy at SureCare. Please call our office at 555-6543, at your earliest convenience so I can schedule a time for your questions to be answered."

What type of calls make up the majority of the telephone calls in a medical office?

Incoming calls from patients

Why should outgoing calls be kept short and to-the-point?

It saves time for the person answering the call. It saves the assistant time. It helps to free the telephone lines sooner. All of the above

Why is it so important to keep a record of telephone messages?

Messages are considered to be legal documentation.

Which hand should be used to pick up the phone?

Non-dominant

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

Patient Calls Calls from Other Medical Personnel Non-Medical Business Calls Personal Calls All of the above

What tone of voice should a person who calls a medical office hear?

Pleasant and friendly

What does it mean to enunciate words?

Pronounce them distinctly

Which of the following are considered routine patient telephone calls?

Request appointments Clarify instructions Question bills or other statements All of the above

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.

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.

Who should hang up first at the end of a call?

The caller

Which technology is used for three or more people in different geographical areas to "meet" by phone?

Conference call

Which of these items may be found on a standard message form?

Date and time of the call Caller's name and patient's name, correctly spelled Caller's telephone number Reason for the call All of the above

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

Susan is speaking to a patient. She should use speaker phone so that her hands are free to take notes in the patient's chart.

False

Telephone messages in a medical office should be discarded immediately after action has been taken on them to protect patient privacy.

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

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 is calling asks to be put through at once.

What is the telephone feature required to answer multiple phone calls?

hold

What is it called when a speaker's feelings are expressed through speech?

tone of voice

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

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.

Who handles most routine patient telephone calls?

Assistant or other medical office staff

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

What is the goal of screening calls?

To provide better care to patients

Why should an office assistant keep the physician from being interrupted without need?

To provide better care to patients