213 ch 14 week 1

if you put a caller on hold and determine it will be a long wait ___?

• put them on hold till finished

• to call back the office

• tell them to call back in 30 min

• call them back tomorrow

Tags

CCSS.L.4.1C

CCSS.L.9-10.1B

before putting a call her on hold ____

• ask the caller to state the purpose of the call DOB ,NAME,#

• ask them for first and last name

• ask them what's wrong

• tell them to wait till appointment to ask

when is it acceptable for a MA to authorize a pharmacy to refill a prescription ?

• A MA can refill a prescription without any authorization.
• if the licensed practitioner has authorized in the patients chart that refills are approved

• A MA can authorize refills for any medication at any time.
• A MA can refill a prescription if the patient requests it.

Tags

CCSS.L.4.1C

CCSS.L.9-10.1B

when you answer the phone, you know immediately that the caller is angry. without identifying herself. the caller begins shouting at you that she had been told that an

office visit would cost $79 , but her total was $135. she says the office is discriminating against her by charging her more than the normal amount . how should you handle this call ?

• Listen carefully and acknowledge the patients anger

• Apologize and offer her a discount without reviewing the bill.
• Ignore her complaints and transfer the call to a manager.
• Tell her to calm down and hang up.

Tags

CCSS.L.1.1J

CCSS.L.2.1F

CCSS.L.8.1C

CCSS.L.K.1D

your first priority when responding to a complaint of an angry patient is to ____

• argue with the patient
• ignore the complaint
• stay call and try to pacify the caller

• redirect the patient to another department

Tags

CCSS.L.1.1J

CCSS.L.2.1F

CCSS.L.8.1C

CCSS.L.K.1D

before placing an outgoing telephone call to a patient you should ____

• verify the patient's correct phone number

• check the weather before calling
• confirm the patient's insurance details
• ask the patient for their medical history

Tags

CCSS.L.1.1J

CCSS.L.2.1F

CCSS.L.8.1C

CCSS.L.K.1D

when a patient calls the office for the results of a laboratory test that happens to be normal you should ____

• Tell the patient to wait for a follow-up call.
• Inform the patient that the test results are normal.
• Inform the patient that the test results are inconclusive.
• give the patient the results if the provider has authorized that normal results may be given out

Tags

CCSS.L.4.1C

CCSS.L.9-10.1B

what is the best response to a patient who calls to ask if he or she can use a medication that was prescribed for a previous condition ___

• Please consult your healthcare provider before using the medication.
• You should stop taking all medications immediately.
• It's safe to use any medication prescribed before.
• you should not use the medication because it may not be helpful

Tags

CCSS.L.4.1C

CCSS.L.9-10.1B

The result of answering the phone while carrying out another task is ___

• can call them a different name

• possible errors in message talking

• multitasking
• efficiency

Tags

CCSS.L.4.1F

the appropriate way to deal with a caller who refuses to identify himself is to _____

• demand their name immediately
• suggest that he write a letter to the provider and make it "personal"

• transfer the call to a supervisor without explanation
• politely ask for their reason for not identifying themselves

Tags

CCSS.L.1.1J

CCSS.L.2.1F

CCSS.L.8.1C

CCSS.L.K.1D