Exam 13: Telephone Techniques

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

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

Physicians often use ________ phones to respond quickly to a message from staff or a hospital.

Which of the following symptoms indicates a heart attack?

If an angry patient calls in with a complaint, you should remain calm and speak gently, but you should not become angry or ________.

When taking information from a patient, you should repeat it to ________ the information before ending the call.

Speaking clearly and distinctly to help the person you are speaking to understand you is called ____.

Telephone ________ means handling calls politely and professionally and with good manners.

The first thing you should do when answering the telephone is ____.

The appropriate way to maintain patient confidentiality is to ____.

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 ____.

Emergency calls and calls concerning unsatisfactory patient ________ reports require the physician's personal attention.

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

An automated ________ response unit can be used to provide greater flexibility for the medical staff, as well as offer enhanced service to the patient.

A phone call regarding the side effects of a medication can be answered by ____.

Which of the following conditions requires immediate medical help?

Which of the following medical conditions requires immediate medical help?

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

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

Good communication skills help project a positive image and ________ the needs and expectations of the patient.