Ch 7 Telephone Techniques

Always answer the phone with a smile!

• True

• False

Which of the following are 3 of the 4 elements of speech when speaking on the phone? *Choose 4

• clarity

• listening

• enunciation

• pitch

• reiterating

When making reminder calls and doing callbacks, what should be done if a person other than the patient answers and asks why you are calling?

• Explain that it is office protocol not to discuss information.

• Explain that the confidentiality laws prevent you from revealing that information to anyone other than the patient.

• Nicely tell them that you don't have time to answer their questions right now.

• Let them know that you can answer questions but only if they don't tell anyone that you told them the information.

• Tell them it's none of their business.

Office staff including medical secretaries and medical assistants MAY be able to answer some of the patient's insurance and account questions. Most, however, will be directed to the __.

• head nurse

• physician

• third party collection agency

• billing department

A patient is on hold when an emergency call comes through. What is the correct response?

• Tell the person with the emergency to hold on while you deal with the person that was on hold since they called first.

• Deal with the emergency first and then go back to the caller on hold.

• Put both people on hold and call 9-11.

What must happen to any notes or sheets of paper with patient information on it?

• All of it must be filed.

• It should be given to the patient.

• It should be thrown in the trash.

• It should be shredded.

Start every patient callback by identifying yourself, and then ask to speak to the patient. You should NOT indicate __ you are calling until the patient is on the line.

• who

• where

• when

• why

Who must sign off on all prescription refill requests?

• physician

• nurse

• medical assistant

• patient

What time will a call be received in New York if it is placed at 3:00pm in California?

• 6:00pm

• 3:00pm

• 2:00pm

• 5:00pm

When dealing with difficult patients always let them control the situation.

• True

• False