Console Definitions Quiz

Whose name should be entered in the patient name box if the call is from a company like a dentist office or pharmacy?

• The caller's last name

• The company's name

• The first name of the person and the company they are with

• The caller's first name only

What should you do if Amanda calls to schedule an appointment for her son, Freddy?

• Put Amanda's name in the patient name box

• Put Freddy's name in the patient name box

• Put both Amanda and Freddy's names in the patient name box

• Leave the patient name box empty

If the phone number auto-filled in the console is different from the one provided by the patient, what should you do?

• Ignore the new number

• Verify and change the number in the console to the correct one

• Only note the new number in the call notes

• Ask the patient to call back with the correct number

When should the "New Patient" checkbox be used?

• When the patient is returning

• When the patient is a new patient

• When the patient speaks Spanish

• When the patient has a dental emergency

What should be done if the office name does not autofill correctly in the console?

• Ignore the error

• Notify your manager and select the correct office

• Ask the patient for the correct office name

• Check the "Mark as Urgent" box

Under what condition should the "Mark as Urgent" checkbox be selected?

• When the patient is in pain, bleeding, and swollen

• When the patient has a billing question

• When the patient needs a routine check-up

• When the patient is a new patient

Who should check the box for "Spanish-Speaking Caller Helped"?

• Anyone who speaks Spanish

• Only if you used Spanish to help a Spanish-speaking caller

• If you do not speak Spanish

• If the caller does not speak Spanish

What action should be taken if a patient's insurance information does not match the records?

• Update the records without verification

• Verify the information with the patient and update if necessary

• Ignore the discrepancy

• Ask the patient to provide proof of insurance

How should you proceed if a patient requests to speak with a specific doctor who is not available?

• Take a message and ensure it is delivered when the doctor returns

• Inform the patient that the doctor is unavailable and end the call

• Suggest another doctor without consulting the patient

• Transfer the call to another department

What should be done if a patient expresses dissatisfaction with the service received?

• Advise the patient to submit a formal complaint via email

• Ignore the comments as they are not constructive

• Document the feedback and notify a supervisor

• Offer an immediate solution without consulting a supervisor