Standardization Doc Quiz

How should an agent answer the phone according to the standardization additions/discussion document?

• Unprofessionally and without confirming the call is live

• Professionally and positively after confirming the call is live

• Without waiting for the call to be live

• By immediately asking for the patient's information

What must an agent include when introducing the office over the phone?

• Only the name of the office

• The full name of the office and the doctor's name

• The full name of the office, including the location if the office has more than one branch

• The agent's personal name and the office hours

What information must be verified and spelled back to the caller when confirming a patient's name?

• Name and phone number only

• Name, date of birth (DOB), and phone number

• Name and date of birth (DOB) only

• Insurance information and name

Is it acceptable for an agent to read back a phone number to the patient that was not provided by them during the call?

• Yes, it is acceptable in all cases

• Yes, but only if the patient agrees

• No, it is a HIPAA violation

• No, unless it is an emergency

According to the document, what should an agent do with a subscriber's insurance details during a call?

• Write them on a sticky note for later use.

• Use the call notes template to see what additional information should be collected.

• Ignore the insurance details as they are not important.

• Ask the patient to call back with their insurance information.

What is a requirement in every call regarding new or existing patients?

• To confirm their identity using their social security number.

• To confirm whether they are a new or existing patient by searching them in the PMS using their DOB or phone number.

• To schedule their next appointment without confirmation.

• To provide them with a summary of their previous visit.

What does NOT constitute clarifying a patient's question(s)?

• Paraphrasing/repeating what the patient's questions/concerns were.

• Using the patient's own words in your response to their concerns.

• Repeating back what the patient said word-for-word using keywords and summarizing from the patient's original explanation.

• Directly answering the patient's question after showing understanding.

What should an agent do after scheduling or rescheduling an appointment?

• Confirm the day and time of the appointment only before it has been officially placed in the schedule.

• Wait for the patient to confirm the day and time themselves.

• Repeat the date and time of the new appointment back to the patient after it has been officially placed in the schedule.

• End the call without confirming the appointment details.

When is it appropriate to ask the patient if there is anything else they need help with?

• Only at the beginning of the call.

• After all patient needs have been met and as part of the closing to the call.

• When the patient seems unsure about their concerns.

• Never, to avoid prolonging the call.

Where should all the information gathered during the call be recorded according to the document?

• In the agent's personal notes

• In the Console entry

• On a physical appointment card

• In an email to the supervisor