CCMA - Telephone Etiquette

Why must the assistant always be aware of who is nearby when on the telephone?

• To keep track of which patients have been in the waiting room the longest

• To keep the call as short as possible to attend to others' needs

• To keep from interrupting other staff members

• To keep unauthorized parties from overhearing confidential information

Which technology allows a patient to speak with a human?

Responses

• Automatic Routing Unit (ARU)

• Answering Machine

• Answering Service

• Voicemail

Which technology leaves the hands free and is built into the phone?

• Automatic Routing Unit (ARU

• Headset

• Voicemail

• Speakerphone

Which of these items may be found on a standard message form?

• Date and time of the call

• Caller's name and patient's name, correctly spelled

• Caller's telephone number

• Reason for the call

• All of the above

Why should an assistant smile when talking on the telephone?

• It will make sure that the mouthpiece is in the correct position.

• It will increase the volume of the sound.

• It will help to tolerate co-workers better.

• It It will be heard in the voice just as it would be seen in person.

A patient calls with a serious condition that is not an emergency but requires an urgent appointment. What is the most appropriate response for the assistant?

• Contact the physician immediately and ask what to do.

• Take a message to be returned when convenient.

• Schedule the appointment as early as possible.

• Transfer the call to a nurse.

What is the use of language and words to send and receive information called?

• Verbal Communication

• Feedback

• Body Language

• All of the above

Which term refers to word choice?

• Tone of voice

• Enunciation

• Inflection

• Diction

Which technology allows telephone calls to be sent to another appointed number?

• Cellular Phones

• Voicemail

• Call Forwarding

• Paging Systems

What is determining who is the best person in the facility to handle each telephone call?

• Triage

• Railroad

• Screen

• Roadblock