Exam 14: Telephone Techniques

Chris answers the telephone, and the caller, a patient named Mr. Patterson, tells Chris that the physician asked him to call the office and let her know how the prescribed medication was working. Mr. Patterson begins to explain in detail how much better he feels and what effect he thinks the medication is having. What should Chris do?

Licensed practitioners often use personal ________ phones to respond quickly to a message from staff or a hospital.

A medical assistant may be asked to use telephone ________ to determine what action to take when a patient calls with a clinical problem.

Which of the following is an example of a common triage question that a medical assistant might answer?

One responsibility of many medical assistants when they answer the telephone involves ________ calls before routing them to other staff members.

Which of the following symptoms indicates a heart attack?

Two options that should always be included in the menu for an automated voice response unit are instructions for the caller if the call is an emergency and an option to ____.

Telephone calls that require the practitioner's personal attention include which of the following?

Prioritizing emergency phone calls is known as __________.