Unit 2-Telephone Call Screening Quiz

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?

• Try to answer the caller's question on own.

• Take a message to be returned when convenient.

• Take a message to be returned as soon as possible.

• Contact the office physician immediately and ask what to do.

When screening telephone calls, the assistant should do whatever it takes to keep a patient from speaking with the physician at any time.

• True

• False

Which of the following are considered routine patient telephone calls?

• Request appointments

• Clarify instructions

• Question bills or other statements

• All of the above

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

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

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

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

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

It is a good idea to keep a list of questions by the telephone to help with handling emergency calls.

• True

• False

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

• Railroad

• Triage

• Screening calls

• Roadblock

What is the goal of screening calls?

• To provide better care to patients

• To avoid disclosing unauthorized information according to HIPAA

• To protect the physician's private life

• To improve the job security of office staff

A medical office assistant may use triage when scheduling patients for appointments.

• True

• False

How should you handle the caller when transferring a call?

• Ask the caller's permission to place the call on hold and make the transfer.

• Just transfer the call.

• Tell the caller that you are a new employee and you don't know how to transfer the call.

• Give them a direct number and transfer the call.

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

• Patient Calls

• Calls from Other Medical Personnel

• Non-Medical Business Calls

• Personal Calls

• All of the above