Exam 14: Telephone Techniques

When handling an incoming telephone call regarding a patient progress report, you should ____.

Under what circumstances will a pharmacist call to check before dispensing refills?

A drop in body temperature during prolonged exposure to cold is called ____.

The appropriate way to maintain patient confidentiality is to ____.

Which of the following is not a way to help ensure accurate telephone messages?

When placing an outgoing telephone call, ask the person you are calling if you have called at a(n) ________ time.

Which of the following conditions requires immediate medical help?

Your first priority when responding to a complaint of an angry patient is to ____.

Mrs. Worth is calling for the result of the CEA (cancer marker) test she had. Georgia, a new administrative medical assistant, looked up the record and discovered that the result is abnormal. Georgia asks you what she should tell Mrs. Worth. What should you tell Georgia?

What is the best response to a patient who calls to ask if he or she can use a medication that was prescribed for a previous condition?

A patient calls with a billing problem stating the fee was too high. When the medical assistant checks, the account she finds the proper fee was charged. What would be the best approach is to use in this situation?

If a patient remains dissatisfied after discussing a bill, ____.

Before putting a caller on hold, ____.

A(n) ________ pager is one that is designed for two-way communication.

The appropriate response to a triage patient who is experiencing chest pain is ____.

A guideline to follow when an attorney calls the office is to ____.

When talking on the telephone, you should use a normal conversational tone and vary your ________, which enables you to emphasize words.

Guidelines for dealing with a salesperson on the phone include ____.

When dealing with a telephone triage problem, remember ____.

Proper telephone __________ means handling all calls politely and professionally using good manners.