Exam 9: Telephone Techniques

Patients should always be given an exact time that the physician will return a call.

Transferring a call to a staff member without announcing the caller's name is considered unprofessional.

The technical terminology or characteristic idiom of a particular group is called

Patients often call the office to find out whether the physician is a(n)__________ for their insurance program.

Most physicians do not expect the medical assistant to screen calls.

Legible and complete phone messages are vital,because they can be brought into __________ and offered as evidence.

How long are records of telephone messages retained?

Some managed care organizations require a physician __________ before a patient may see a specialist.

Answering services usually provide a(n)__________ to answer the phone rather than a recording device.

Most providers allow medical assistants to give test results in which of the following circumstances?

Which of the following is not required when a telephone message is taken?

Message books should be kept in the medical office at least until the __________________ runs out.

Placing and receiving personal calls should be avoided during business hours.

Which of the following is essential to active listening?

Managed care organizations usually require a referral to a specialist.

Having a keen sense of what to do or say to maintain good relations with others is called __________.

If your office is in New York and you need to contact a supplier in Seattle,which New York time would be the earliest that you should call to place an order,assuming that the supplier opens at 8 AM?

Which of the following is not correct with regard to ending a call?

Callers who refuse to __________ themselves should not be put through to the physician.

Which of the following would be considered professional jargon?