When the medical office telephone rings, it is important that you answer the telephone quickly, usually by the third ring.

p. 159

Clarity refers to the clear articulation and pronouncement of your words.

p. 159

Enunciation refers to the quality or state of being understandable.

p. 159

Privacy manager is a telephone option that allows patients to block access to their home telephones.

p. 163

It is important to screen calls from the office's suppliers.

p. 169

An experienced medical assistant may leave a message stating test results on a patient's cell phone.

p. 166

When taking a prescription refill message, the medical assistant should let the patient know that the pharmacist will contact them if the prescription cannot be refilled.

p. 170

Telephone triage is an outdated system that is rarely in use today.

p. 171

During scheduling the medical assistant will screen patients to determine the urgency for appointment scheduling.

p. 171

When talking to a patent on the telephone the medical assistant should always speak in a monotone.

p. 160

In the medical office, you will usually deal with a voice messaging system for both incoming and outgoing calls.

p. 163

A call forwarding function allows for telephone owners to know who is calling each time the telephone rings.

p. 163

When dealing with a persistent talker who calls the office, you will need to end the conversations kindly but promptly, due to your time being valuable and limited.

p. 168

The most important thing to remember when dealing with a difficult patient is to let the patient control the situation.

p. 173

Most business telephone systems allow you to make conference calls without using a telephone operator.

p. 174

It is possible to make a long-distance call to a location within the same area code.

p. 174

All telephone messages regarding a patient should be documented in the patient's medical record as an interaction that occurred between the office and the patient.

p. 163

Telephone logs may be used to help track abuses of the business telephone by personal calls.

p. 174

When a patient is on hold and the second call is an emergency, the assistant must take care of it before returning to the first call.

p. 162

A medical assistant will typically be able to answer a patient's specific questions regarding fees.

p. 168

If a patient refuses to identify herself on the telephone, a medical assistant may still help that person.

p. 160

If your physician is NOT present, your office should have a ________ in place for how to handle emergency calls.

p. 173

What time will a call be received in New York if it is placed at 3:00 p.m. in California?

p. 174

A ________ is made when several people from different locations wish to have a joint discussion by phone.

p. 174

When you have a difficult patient on the telephone line, the best approach is to be ________ while remaining in control of the situation.

p. 173

With all telephone calls, the first thing you will need to find out is the patient's ________, in case you become disconnected.

p. 171

Specific questions regarding fees should always be referred to the ________.

p. 167

The ________ must sign off on all prescription refill requests.

p. 170

Patients may need to be placed on hold for all the following, EXCEPT ________.

p. 162, 173

Which refers to the changes in pitch and tone when uttering words or phrases?

p.160

Placing a caller on hold is ________ when you are speaking with a caller on one line and another call comes in.

p. 160

Messages taken by a medical assistant should include all of the following, EXCEPT ________.

p. 163

If a sheet of paper from a notepad used to take a message and has patient information on it, the sheet must be ________.

p. 163

It is a violation of the ________ to discard patient information into a trash can.

p. 163

It is important to understand that a medical office may need to block the office number from showing up on the patient's ________.

p. 163

________ are lines meant only for incoming calls from patients and should be left open at all times.

p. 163

When handling calls, remember to always follow your office's ________ manual.

p. 163

Start every callback to the patient by identifying yourself, and then ask to speak to the patient. You should NOT indicate ________ you are calling until you have the patient on the telephone line.

p. 166

In some medical procedure rooms cell phones are NOT allowed because ________.

p. 165

When a medical office receives prank calls the assistant should do all the following, EXCEPT ________.

p. 169

When making reminder calls and doing callbacks, if a person other than the patient answers and asks you why you are calling, ________.

You may be able to answer some of the patient's insurance and account questions, but most will be directed to the ________.

p. 167

The medical assistant should have a list of the most common ________ with whom the practice is affiliated.

p. 168

Determining the order in which to should take calls from patients is known as telephone ________.

p. 171

You must be aware of ________ within the United States and foreign countries when placing long-distance telephone calls.

p. 174

________ is a critical part of managing telephone calls.

p. 160

When calling in a prescription refill the medical assistant should do all the following, EXCEPT ________.

The telephone calls that you make in the office should be limited to ________.

p. 160

If a caller chooses to wait on hold, you will need to check on him or her approximately every ________.

p. 161

When you start a transfer you should verify all of the following with the caller EXCEPT that he or she ________.

p. 162

When transferring a call inform the recipient of the transfer ________.

p. 162

When receiving or placing a cell phone call, it is recommended that you be at least ________ feet from others and use a low voice when talking.

p. 165

Make sure to ________ every call that you have with a patient.

p. 163

Many physicians have replaced their pagers with ________.

p. 165

________ is a process used to determine the order in which patients should be treated.

p. 171

During a telephone call from a patient, you should remember to have the patient ________ his or her name to avoid mistakes.

p. 171

The ________ is where you will find directions for making long-distance calls, including international calls.

p. 174

The continental United States and parts of Canada are divided into ________ time zones based on their location in the country.

p. 174

Even if you question whether a call is actually an emergency, you must always ________.

p. 173

________ refers to the quality or state of being understandable.

p. 159

When dealing with laboratory tests, medical assistants must never ________ test results.

p. 166

Dr. Smith is in Labadie, Missouri, and has a conference call with Dr. Baldwin, who is in Clearwater, Florida, at 12 p.m. Eastern time. What time will Dr. Smith need to be on the conference call?

p. 174

Florida is in which time zone?

p. 174

Which of the following is considered a type of emergency?

p. 172

Which of the following is NOT a type of non-patient call?

p. 167

Which of the following is a type of patient call?

p. 168

________ allows for a telephone user to send calls to another telephone.

p. 163

A queue is a ________.

p. 160

The average rate of speaking is 125-150 words per minute and the average rate of listening is ________ words per minute.

p. 160

The telephone mouthpiece should be held ________ from the speaker's mouth.

p. 159

The telephone in a medical office should be answered by the ________.

p. 159

Many physicians accept or return calls from patients ________.

p. 162

If you need to transfer a call, you should do all of the following, EXCEPT ________.

p. 162