Med Asst Telephone Communications

What two things does proper telephone

management do?

• ensures customer safety

• keeps patients informed

• ensures patient satisfaction

• keeps patients involved in care

What are the 5 C's of communication?

• caring, complete, complex, cohesive, and clear

• complex into simple, clarified, courteous, cohesive, concise

• correct, caring, consice, considerate, clear

• complete, clear, concise, courteous, cohesive

You should answer a call within _________ (number) rings.

• 4

• 5

• 3

• 2

How do you identify a caller if they do not give you their name?

• trace the call

• caller id

• ask them

Most calls are of these three types. Emergency Calls, Clinical Issues and ______________________________

• Administrative issues

• Inquiring how to treat a disorder or injury

• Asking for a moment of the Doctor's time.

• Pharmacy Reps

Which of these types of calls would be handled by the medical assistant?

• Reports from hospitals and patients

• Calls from another physician

• Personal calls

• Request for prescription renewals

On who's authority may a medical assistant release patient information?

• The patient

• The insurance company

• The office manager

• The physician

When taking messages you must be mindful of

• messages must be accurate and legible

• maintaining patient confidentiality

• documenting time, date , person, and reason for call

• all of the above

Documenting calls can protect against legal actions.

• True

• False

You should ask for the patient’s SSN if you have to pull his/her record.

• True

• False