MOA Unit 5 Lesson 1B

You do not need to include which of the following types of information when transmitting a prescription refill request to a pharmacy?

• Dosage information

• Date the prescription was first filled

• Number of refills

• Name of the medication

Which of the following is the most appropriate question to ask when scheduling an appointment?

• Are you a patient here?

• What do you think is wrong with you?

• What is the reason for the visit?

• When would you like to come in?

On average, it takes a person how long to pick up on your attitude from listening to the tone of your voice?

• 10 seconds

• 30 seconds

• One minute

• Three minutes

If you are speaking to a patient face-to-face at the office and the phone rings, you should:

• Let it go unanswered

• Say, “excuse me for a moment, please,” and answer the call

• Answer the call while you continue talking with the patient in the office

• Pick up the phone and say, “please hold,” then go back to your conversation

When obtaining a telephone message from a recording device or outside answering service, you should not:

• Use active listening skills

• Also check the fax machine and patient portal for additional messages

• List all patients who leave messages so you can pull their charts (or access their EHR)

• Prioritize messages according to the order in which they were received

Which calling feature allows several people in various locations to converse at the same time?

• Voicemail

• Caller ID

• Call waiting

• Conference calling

When a patient calls and asks to speak directly with the provider, never respond by saying:

• The doctor is with a patient now.

• May I take a message and we will reply as soon as possible?

• Is there anything I can help you with?

• The doctor is busy.

When documenting a telephone call, you should:

• Include your own name or initials

• Only record the patient’s reason for calling

• Always mark the message “URGENT”

• Never attach anything to the message before you pass it on to the physician

It is most appropriate to use an answering machine:

• Only when all lines are busy

• Anytime the office is closed

• During the office lunch break

• When you are too busy with other work to answer the phone

If a person claiming to be a patient’s attorney calls to request information from the patient’s medical record, you should:

• Provide it promptly

• Refuse to provide it

• Verify that the attorney is authorized to receive it and provide it promptly

• Verify that the attorney is authorized to receive it and offer to call them back