CCMA - Telephone Etiquette
Authored by PATRYCE GLEETON
Specialty
12th Grade
Used 31+ times
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35 questions
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1.
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
2.
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
3.
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
4.
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
5.
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.
6.
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.
7.
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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