Telephone Etiquette-Unit 2. Lesson 1: Managing Incoming Calls.

What is one of the roles of a medical office assistant?

• To perform surgeries

• To screen telephone calls

• To diagnose illnesses

• To prescribe medication

What is the main goal of screening calls in a medical office?

• To increase office efficiency

• To reduce office hours

• To increase patient visits

• To decrease staff workload

How should the transfer feature be used?

• With speed

• With courtesy

• With hesitation

• With confusion

What should you ask the caller before placing the call on hold?

• For their name

• For their permission

• For their phone number

• For their address

What should you do if you expect the call will be transferred to voicemail?

• Warn the caller

• End the call

• Ignore the caller

• Transfer without notice

Why is it important to transfer the call to the correct person?

• To save time

• To ensure the caller is happy

• To avoid confusion

• To reduce costs

Which type of call involves communication with other medical personnel?

• Personal Calls

• Non-Medical Business Calls

• Calls from Other Medical Personnel

• Routine Patient Calls

What should each office have to handle emergency calls?

• A list of emergency contacts

• Procedures for identifying and responding to calls

• A backup phone line

• A waiting room

Who typically handles most routine patient calls in a medical office?

• Doctors

• Nurses

• Assistants or other medical office staff

• Pharmacists

How should cases requiring a physician's attention be handled?

• According to the patient's preference

• According to office policy and physician preference

• By the first available nurse

• By scheduling an appointment