PAU Phone Skills

When you ask a patient to hold for 1 minute how much time does that give you to complete the process you started?

• 30 seconds

• 60 seconds

• 90 seconds

• 120 seconds

If your caller has been placed on hold for more than 1 minute and you have not gathered the information needed you then do what?

• Get back on the line and advise the caller you need more time.

• Ask the caller to call back at a later time.

• Continue searching without checking back with the caller.

If you have to transfer a call, what is one thing you do NOT need to do?

• Let the caller know you are transferring them

• Transfer the call to your coworker immediately without warning to save time

• Stay on the line until the transfer is complete

• Explain to the caller why you are tranferring

• Give as much detail as you can to your co-worker taking the call

What are the two phone based areas in pre-arrival?

• Scheduling

• Benefits

• Authorizations

• Pre-Registration

This department speaks to the doctor's office for clinicals and insurance companies for authorizations.

• Scheduling

• Benefits

• Authorizations

• Pre-Registration

This department speaks to the doctor's office and the patient to add patients to a schedule

• Scheduling

• Benefits

• Authorizations

• Pre-Registration

This department speaks to the patient to verify demographic information

• Scheduling

• Benefits

• Authorizations

• Pre-Registration

This department speaks with insurance companies to check the eligibility of a patient

• Scheduling

• Benefits

• Authorizations

• Pre-Registration

Patients will never call in to pre-register or schedule their appointment.

• True

• False

Calls received from patients, doctor's offices, and insurance companies.

• Inbound

• Outbound