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WorksheetsCh 7 Telephone Techniques
Total questions: 30
Worksheet time: 17mins
Always answer the phone with a smile!
True
False
Which of the following are 3 of the 4 elements of speech when speaking on the phone? *Choose 4
clarity
listening
enunciation
pitch
reiterating
When making reminder calls and doing callbacks, what should be done if a person other than the patient answers and asks why you are calling?
Explain that it is office protocol not to discuss information.
Explain that the confidentiality laws prevent you from revealing that information to anyone other than the patient.
Nicely tell them that you don't have time to answer their questions right now.
Let them know that you can answer questions but only if they don't tell anyone that you told them the information.
Tell them it's none of their business.
Office staff including medical secretaries and medical assistants MAY be able to answer some of the patient's insurance and account questions. Most, however, will be directed to the __.
head nurse
physician
third party collection agency
billing department
A patient is on hold when an emergency call comes through. What is the correct response?
Tell the person with the emergency to hold on while you deal with the person that was on hold since they called first.
Deal with the emergency first and then go back to the caller on hold.
Put both people on hold and call 9-11.
What must happen to any notes or sheets of paper with patient information on it?
All of it must be filed.
It should be given to the patient.
It should be thrown in the trash.
It should be shredded.
Start every patient callback by identifying yourself, and then ask to speak to the patient. You should NOT indicate __ you are calling until the patient is on the line.
who
where
when
why
Who must sign off on all prescription refill requests?
physician
nurse
medical assistant
patient
What time will a call be received in New York if it is placed at 3:00pm in California?
6:00pm
3:00pm
2:00pm
5:00pm
When dealing with difficult patients always let them control the situation.
True
False
Messages taken by the medical assistant should include all of the following. *Choose all that apply
the name of the person who called
the name of the person the caller is trying to reach
the telephone number of the caller
the date and time of his/her last call to the office
The change in pitch and tone when uttering words is called (a) . (*spelling matters!)
Why aren't cell phones allowed in some medical procedure rooms?
they can interfere with time management
they can interfere with electronic equipment and monitors
they override telephone lines
they can disturb other patients
Callers who are on hold should be checked on about every (a) seconds.
Phone calls must be prioritized by the severity of the injury or illness. This is known as telephone (a) .
The telephone in a medical office should be answered by __.
anyone
the 3rd ring
voicemail system
conference calls
Which of the following is NOT a type of patient call?
appointment request
physician personal call
insurance/billing question
office hours
To make a call outside of your area you need a __.
area code
corded phone
landliine
zip code
Which of the following might be considered an emergency? (*Select all that apply)
broken bone
perfuse bleeding
asthma attack
heart attack
A queue is another word for
speakerhpone
conference line
microphone
waiting line
The average rate of speaking is 125-150 words per minute and the average rate of listening is ___ words per minute.
400-500
300-400
200-300
100-200
You answer the phone in a medical office and the person reports an emergency in an unconvincing manner. You must always ___.
try to diagnose the condition
assume the best case scenario
assume that it is an emergency and alert a physician
investigate until you know for sure
How many time zones divide the continental United States?
2
3
4
5
The medical assistant should have a list of the common __ with whom the practice is affiliated.
insurance plans
collection agencies
funeral homes
nursing homes
___ is a critical part of managing telephone calls.
Listening
Sharing
Speaking
Writing
All telephone messages regarding a patient should be documented in the patient's medical record as an interaction that occurred between the office and patient.
True
False
Discarding patient information in an improper manner, such as in the trash is a violation of ___.
the patient's common courtesy
HIPAA privacy rule
Quality Assurance Act
environmental waste rules
If you need to transfer a patient via telephone line be sure to verify all of the following with the caller EXCEPT that he or she ___
is still sick
has given consent
is able to talk with the person he or she is calling
is aware of your actions
A call forwarding function allows for telephone owners to know who is calling when the telephone rings.
True
False
When calling in a prescription refill the medical assistant should do all of the following EXCEPT
document the call in the patient's medical record
provide the prescription number of the original if necessary
state her name and name of the doctor's office
provide the prescription refill request information to the pharmacy technician
