CHAPTER 9 SCHEDULING APPOINTMENTS AND PATIENT PROCESSING

If a patient is calling to request medication, the medical assistant should ask about allergies and obtain a pharmacy name and telephone number or other contact information.

• True
• False

Which of the following telephone greetings is acceptable for a medical office?

• Hey yo, whazzup?
• Good morning, Dr. Grabin's office.
• Dr. Grabin's office, Samantha speaking, may I help you?
• Hello, how may I help you?

Telephone messages are considered legal documentation, so two copies must be kept.

• True
• False

Why should you smile when answering the phone?

• Because it will be heard in the voice for a good impression.
• Because smiling's my favorite.
• It helps to tolerate co-workers better.
• It makes you talk louder.

How would you ask a caller to identify themselves?

• Who is this?
• What is your name?
• May I have your name please?

If the physician is in the middle of an examination and another physician calls asking to speak with him immediately, it is acceptable to interrupt the examination.

• True
• False

Why would you use a pen in an appointment book?

• Entries are permanent and legal.
• It looks neater.
• By law, pencils are not allowed.

One advantage of using practice management software is that it is easier to search for available appointments.

• True
• False

In an appointment book, an arrow is used to indicate the appointment is longer than 15 minutes.

• True

• False

What is an advantage of grouping similar appointments?

• It shortens wait time.
• It creates less insurance paperwork.
• Reduces staff preparation during appointments.
• It creates flexible scheduling.