Call Greeting Document Quiz

Who performs the tasks outlined in the "Call Greeting" document?

• Contact Center & Clinical Call Teams

• Billing Department

• Technical Support Team

• Marketing Department

What is the phone number for Interpreter Services?

• 415-353-2690

• 800-555-1234

• 911

• 123-456-7890

What is the greeting for inbound calls?

• Thank you for calling UCSF Health, how can I help you?

• Please hold for a moment

• Goodbye

• This is technical support

What is the purpose of the "Call Greeting" document?

• To instruct on how to greet patients at the beginning of calls

• To provide a list of emergency contacts

• To outline billing procedures

• To describe technical support protocols

What should you do if a patient's preferred language is not English?

• Ignore the language preference

• Offer to conference an interpreter

• Speak louder in English

• Ask the patient to learn English

What should you do if a patient calls for general issues not requiring chart access?

• Verify all patient information

• Confirm address or fax number

• Ignore the call

• Ask for medical history

What is the purpose of reflecting back during a call?

• To confuse the patient

• To confirm understanding

• To change the topic

• To end the call quickly

What is the purpose of asking open-ended questions during a call?

• To quickly end the call

• To solicit the caller’s full agenda

• To confirm the caller’s identity

• To provide medical advice

What is the purpose of filtering by DEP in APEX?

• To find irrelevant records

• To filter for relevant records

• To delete old records

• To update patient information

What is the purpose of reviewing what has been done before a call?

• To proactively address any needs for the patient

• To determine the patient's insurance

• To schedule a follow-up appointment

• To update the patient's contact information