213 ch 14 week 1

If you put a caller on hold and determine it will be a long wait______________________

• call back

• Transfer the call to another department without notice.
• Put the caller on mute indefinitely.
• Disconnect the call immediately.

Before putting a caller on hold

• Ask the caller to hold without any prior notice.
• ask the caller to state the purpose of the call

• Put the caller on mute without informing them.
• Inform the caller before putting them on hold.

When is it acceptable for a medical assistant to authorize a pharmacy to refill a prescription

• When the patient requests a refill without a physician's approval.
• When the prescription is not for a controlled substance and authorized by the physician.
• if the licensed practitioner has authorized in the patient's chart that refills are approved

• When the prescription is for a controlled substance and authorized by the physician.

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 will was $135. She says the office is discriminating against her by charging her more than the normal amount. How should you handle this call

• Transfer the call to a manager immediately.
• Tell her to calm down and call back later.
• Apologize for the confusion, explain the pricing, and offer to assist further.
• listen carefully and acknowledge the patient's anger

Your first priority when responding to a complaint of an angry patient is to_

• Ask the patient to leave if they continue to be upset.
• Provide a detailed explanation of hospital policies.
• Ignore the patient's feelings and move on.
• stay calm and try to pacify the caller

Before placing an outgoing telephone call to a patient you should_

• verify the correct phone number

• use a random number to contact the patient
• call the patient without checking
• assume the patient is available

When a patient calls the office for the result of a laboratory test that happens to be normal you should

• Suggest the patient schedule another test immediately.
• Tell the patient to wait for a follow-up call.
• give the patient the results if the provider has authorized that normal results may be given out

• Inform the patient that the test results are inconclusive.

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_

• Consult your healthcare provider before using the medication.
• You can use it without any concerns.
• "you should not use the medication because it may not be helpful"

• It's safe to use any medication prescribed before.

The result of answering the phone while carrying out another task is_

• possible errors in message taking

• enhanced communication skills
• increased multitasking efficiency
• improved focus on the task

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

• suggest that he write a letter to the provider and mark it "Personal"

• Demand that the caller identifies themselves without explanation.
• Ignore the caller and hang up immediately.
• Transfer the call to a supervisor without addressing the issue.