Exam 13: Telephone Techniques

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

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

The best response to patients who call to ask if they can use a medication that was prescribed for a previous condition is ____.

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?

Establishing a regular ________ for retrieving messages from an answering service ensures that you do not miss any messages.

What type of call must be immediately routed to the physician?

Telephone calls that require the physician's personal attention include ____.

If the patient calls with a billing problem but, in fact, the proper fee was charged, the best approach is to ____.

Before placing an outgoing telephone call to a patient, you should ____.

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

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

Learning the telephone triage process includes ____.

Many physicians free up staff time by using ________ phone systems to remind patients of appointments, call patients about no-shows, and leaving other types of messages.

When dealing with a patient who is nervous, upset, or angry, ____.

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.

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

How much time should you allow for a patient to answer when you place a phone call?

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?

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

Speaking with good ________ enables the person to whom you are speaking to understand you.