MOA Unit 5 Lesson 1A

When it comes to your personal mobile device, it would be considered best practice to:

• Put the phone away during office hours

• Use the phone to take pictures of any suspicious injuries to a patient

• Accept or return personal calls during work time

• Keep your phone on vibrate while taking vital signs

Your provider has a scheduling template that has three time slots held for same day or urgent visits, two in the morning, and one in the afternoon. When booking a same-day or urgent visit, you should:

• Book same-day appointments for patients requiring more immediate attention

• Fill your morning appointments first

• Fill your afternoon appointment first

• Both A and B

When a patient calls with a medical question, you should:

• Treat the question lightly if you feel the patient’s concern is unfounded

• Guess at the answer if you are not sure

• Ask the patient to call back at a later time when the doctor is not busy

• Document the patient’s information and relay it to the doctor for review

Before you transfer a patient’s call to another department or office:

• Give the caller the phone number, extension, and name of person to whom you are transferring to.

• Signal (or page) the person in the department you are transferring to and when the person answers, explain who is waiting to speak to him or her and give a brief summary of the issue.

• Pull the chart for the provider if the patient is calling for information, and have the pertinent data readily available (e.g., labs, test result, consult, chart notes).

• All of the above

Electronic prescription refill requests is commonly referred to as:

• Patient portal

• Minute prescriptions

• Medication management

• E-prescribing

The use of mobile devices (smartphone, cellular phone, tablet, etc.) in health care settings is rapidly increasing. Which of the following is not considered a concern when using mobile devices?

• HIPAA

• Privacy

• Convenience and connectivity

• Source of contamination

When responding to a nonemergency phone call and the person needs additional information, it is appropriate to respond:

• Excuse yourself from the phone call by saying, “May I put you on hold for a moment?”

• “May I call you back with that information?”

• Confirm the patient’s phone number before hanging up because it might have changed since the patient’s last appointment.

• All of the above

A phone screening manual is sometimes called a(n) _____ manual.

• Priority

• Authorization

• Triage

• Employee

If a caller makes threats, you should:

• Hang up immediately

• Hand the phone over to your supervisor

• Document the information about the caller and the threat and end the call

• Try to calm the caller or wait until he or she hangs up

If a caller is requesting information, you should ask if you can call him or her back if it will take you longer than ____ to retrieve it.

• 30 seconds

• One minute

• Three minutes

• Five minutes