Exam 8: Telephone Techniques

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

The best policy for dealing with serious abnormal test results is to schedule a(n) _______________ for the patient.

A computerized appointment system often is able to __________ a message to highlight its importance.

Transferring a call to a staff member without announcing the caller's name is considered unprofessional.

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

Message books should be kept in the medical office at least until the __________________ runs out.

Which of the following would be considered professional jargon?

When a patient calls in complaining about the care he or she received or the fee charged, which of the following should be avoided?

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

If English is not the caller's primary language, the medical assistant must use listening skills to ensure understanding.

The medical assistant should never give patients an estimate of what the cost of their visit will be, even on the initial visit.

If your office is in New York and you need to contact a supplier in Seattle, which New York time would be the earliest that you should call to place an order, assuming that the supplier opens at 8 AM?