Exam 8: Telephone Techniques

The medical assistant should always ask permission before placing a caller on hold.

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

Answering services usually provide a(n) __________ to answer the phone rather than a recording device.

Managed care organizations usually require a referral to a specialist.

When a patient calls with a complaint

Enunciation is

If a caller refuses to identify himself or herself, the medical assistant can put the call through to the physician right then.

If a patient calls the office and states that his or her condition has not improved since the office visit earlier in the week, the medical assistant can suggest over-the-counter medications that the patient could try.

If a patient wants to hold to speak to a certain staff member, the medical assistant does not have to return to the phone at all during the wait time.

Callers who refuse to __________ themselves should not be put through to the physician.

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

Patients often call the office to find out whether the physician is a(n) __________ for their insurance program.

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

If your office is on the West Coast, what time is the latest time to call the East Coast?

Most physicians do not expect the medical assistant to screen calls.

The medical assistant should never argue with a patient on the telephone or attempt to place blame on the patient's actions when a disagreement arises.

An insurance claim may be __________ if the physician is not a provider for that particular insurance company.

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

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.

Which of the following types of calls should be limited in the professional setting?