Exam 8: Telephone Techniques

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

When using speakerphone, which of the following should occur to comply with HIPAA?

Which of the following are common sources of incoming calls to the physician's office?

The medical assistant should be extremely careful when using a speakerphone because

Active listening involves

The office should have a clear set of ____________ to the facility available so that they can be easily given to patients who request them.

The medical assistant who answers the telephone in the physician's office performs _____________ to determine whether a call needs to be put through to the physician immediately or a message should be taken.

All sales calls are an interruption to the physician's day.

If your office is in California and it is noon, what time is it on the East Coast?

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

STAT means "as soon as possible."

When answering incoming calls, what is the first thing the caller should hear?

Which of the following calls is considered urgent, but not an emergency?

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

If a question arises as to how a task should be handled in the office, the medical assistant should consult the ___________________________.

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

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

The medical assistant should speak at a moderate pace when talking with patients on the telephone.

Call __________ allows the user to send calls to another designated number, such as a cell phone.

A minimum of __________ items of information is needed to take a phone message correctly.