When are calls from other medical personnel usually transferred directly to the office physician?

When the physician receiving the call will not be returning calls the same day

When the physician receiving the call will not be returning calls the same day.

What is the key response for an assistant who is dealing with an angry telephone caller?

Calmly reassuring the caller of concern and intention to help.

Putting the caller through to the physician immediately.

Not speaking at all in hopes the caller will give up.

Speaking louder than the caller to maintain control.

For which of these types of telephone calls is it acceptable for the office assistant to take a message much of the time?

Calls from Other Medical Personnel

What is an appropriate response for assistants who feel they may lose their temper with a difficult caller?

Ask for another staff member's help

Continue with the call on their own

Why might an assistant avoid using the term "doctor" when leaving a telephone message for a patient?

To protect the patient's privacy

An assistant is near the waiting room of a medical office, and she is speaking with a patient by telephone. Which of these statements is she permitted to say?

"Mr. Dawson, our records show that your insurance has not paid for the tests you underwent last month."

"Mr. Dawson, our records show that your insurance has not paid for the most recent tests related to your heart condition."

"Mr. Dawson, is your first name spelled M-O-R-G-A-N? And you have a heart condition, correct?"

"Mr. Dawson, we can mail the results of the tests for your heart condition to your home address at 145 Blossom Avenue in Springfield."

Which message is the most acceptable for an assistant to leave when returning a patient's call?

"Mrs. Brian, this is Trudy at SureCare. Please call our office at 555-6543, at your earliest convenience so I can schedule a time for your questions to be answered."

"Mrs. Brian, this is Trudy at SureCare. We've received your questions for Dr. Andrew. If you call us 555-6543, so we can arrange a time for you to get an answer."

"Mrs. Brian, this is Trudy at SureCare. Call us at 555-6543, so we can arrange a time for you to get an answer to your blood pressure medication questions."

"Mrs. Brian, this is Trudy at SureCare. I understand you have some questions about your blood pressure medication. If you call out office at 555-6543, I can schedule a time for you to speak with Dr. Andrew."

Why is it important for the assistant to evaluate the situation before prioritizing treatment?

If an ambulance is on its way, the assistant should end the call as quickly as possible.

The answers to all questions the assistant asks must be written down for proper documentation.

The assistant may be violating HIPAA if not speaking directly to the patient.

Sometimes a patient may be upset, but there is no medical emergency.

Why is planning ahead for outgoing calls helpful?

It saves time for the person answering the call.

It helps to free the telephone lines sooner.

Who handles most routine patient telephone calls?

Assistant or other medical office staff

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

"Dr. Grabin' office, Samantha speaking, how may I help you?"

"Good morning, Dr. Grabin's office."

Another physician calls with an important question and asks to be put through to the office physician immediately. But the office physician is in the middle of a patient exam. What is the most appropriate response for the assistant?

Take a message to be returned as soon as possible.

Try to answer the caller's question on own.

Contact the office physician immediately and ask what to do.

Why should an office assistant keep the physician from being interrupted without need?

To provide better care to patients.

To improve the job security of office staff.

To avoid disclosing unauthorized information according to HIPAA.

To protect the physician's private life.

What is the main purpose of using inflection?

To emphasize important points in a conversation

To make the sound of the voice clearer

To communicate only with special populations, such as those with diminished hearing

A patient calls to get more instructions for the prescribed treatment. What is the most appropriate response for the assistant?

Take a message to for the physician to return as soon as possible.

Try to answer the caller's question on own.

Contact the physician immediately. Contact the physician immediately.

Why might office policy require the assistant to also get a patient's date of birth when identifying a caller?

Several patients may have the same name.

The physician will want to know the age of the patient.

It is less embarrassing for the patient to give this information over the phone.

CCMA - Telephone Etiquette

Authored by PATRYCE GLEETON

Specialty

12th Grade

Used 31+ times

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35 questions

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MULTIPLE CHOICE QUESTION

45 sec • 1 pt

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

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which technology allows a patient to speak with a human?
Responses

Automatic Routing Unit (ARU)

Answering Machine

Answering Service

Voicemail

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

Automatic Routing Unit (ARU

Headset

Voicemail

Speakerphone

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

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.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

Verbal Communication

Feedback

Body Language

All of the above

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CCMA - Telephone Etiquette

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

Which technology allows a patient to speak with a human?
Responses

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

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

Why should an assistant smile when talking on the telephone?

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?

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

Which term refers to word choice?

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

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

Access all questions and much more by creating a free account

Similar Resources on Wayground

Popular Resources on Wayground

Discover more resources for Specialty

CCMA - Telephone Etiquette

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

Which technology allows a patient to speak with a human?Responses

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

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

Why should an assistant smile when talking on the telephone?

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?

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

Which term refers to word choice?

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

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

Access all questions and much more by creating a free account

Similar Resources on Wayground

Popular Resources on Wayground

Discover more resources for Specialty

Which technology allows a patient to speak with a human?
Responses