Exam 14: Telephone Techniques

Which type of call must be immediately routed to the provider?

The appropriate way to handle an incoming call for a practitioner from another practitioner is to ____.

When is it acceptable for a medical assistant to authorize a pharmacy to refill a prescription?

The result of answering the phone while carrying out another task is ____.

Vinnie receives a call from Mr. Everson, who says his wife is confused. He says she is pale and is feeling faint and sweaty. Mr. Everson also says his wife has a weak, rapid pulse, and her skin is cool and moist. Vinnie should recognize these symptoms as ____.

If you cannot give your undivided attention to a caller because of an emergency in the office, ____.

When handling calls from patients, employees should always remember that the licensed practitioner is legally ________ for the information given by an employee over the telephone.

If a patient was overcharged for services, the appropriate procedure is to ____.

The appropriate way to deal with a caller who refuses to identify himself is to ____.

What is an advantage to having a voicemail system in the medical office?

Which of the following guidelines should you follow when placing an outgoing telephone call?

A disadvantage of communicating by telephone is that ____.

A specially designed telephone that looks like a laptop and allows the user to type a message instead of speaking is known as a(n) ________ device for the deaf, or TDD.

When a message is organized and logical, it is which of the five Cs of communication?

If you do not recognize the name of the patient calling, the most appropriate response is

If you put a caller on hold and determine it will be a long wait, ____.

Learning the telephone triage process includes ____.

When you answer the phone, you know immediately that the caller is angry. Without identifying herself, the caller begins shouting at you that she had been told that an office visit would cost $79, but her bill was for $135. She says the office is discriminating against her by charging her more than the normal amount. How should you handle this call?

When talking to a patient on the phone use ____.

What document indicates who is responsible for the various types of calls coming into the medical office and how the calls are to be handled?