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

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

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

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.

When documenting a telephone call, you should:

It is most appropriate to use an answering machine:

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

When scheduling appointments, you must do all but which of the following?

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

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

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

If a caller makes threats, you should:

Phone menus are designed to:

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

Used for reference when placing long-distance phone calls.

Prevents you from disclosing patient information over the telephone to unauthorized parties.

Authorizes access to a patient’s personal information.

May be used to allow patients to request prescription refills.

System designed to address patients’ language needs.

Takes patient calls during non-office hours and relays messages to the office or on-call doctor.

Can be used to help compile contact information for community resources.

Often allows you to select a priority level, depending on the time sensitivity of the message.

Allows participants in different locations to hear and see each other at the same time.

Should be filled out when a threatening call is received.

When conducting phone calls, on average, how long does it take a person to pick up on attitude from listening to the tone of the person's voice?

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

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

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

Is it important to include the name and phone number of the pharmacy when requesting a prescription in a phone message to the patient's chart?

Should the date, time of call, and initials of the person receiving the call be recorded in the phone message to the patient's chart?

Is it necessary to report the call on the UOR form when recording a phone message to the patient's chart?

Should negative comments about the patient's attitude be included in the phone message to the patient's chart?

Is it important to verify with Confidential Communication Preference (CCP) before leaving a message with the caller's phone number?

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:

Some helpful tips when scheduling appointments include a general list of “Dos” and “Don’ts.” Identify each phrase as a “Do” or “Don’t.” Do you prefer mornings or afternoons? When were you last seen by the doctor? When would you like to come in? What is the problem? What is the reason for the visit? Are you a patient here?

Electronic prescription refill requests are commonly referred to as:

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

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

The majority of the population are _____ learners.

About 5 percent of the population is made up of ____ learners.

Participating in conversation with another person by repeating words and phrases or by giving approving or disapproving nods is:

In the context of communication, ____ may be considered as the awareness of one's own feelings and the feelings of others.

When communicating with patients, you should always:

The most common example of a positive, happy facial expression is a:

Which of the following is commonly considered a positive gesture?

During a personal conversation, it would be most appropriate to stand ____ from the person you are speaking with.

It is recommended that you ask which of the following questions when a patient presents for a follow-up visit?

In the model of the communication process presented in Chapter 4, the receiver decodes the message based on their:

Statements that begin with “_____” can open up a conversation and give patients a positive impression that you care about how they are.

According to Maslow’s Hierarchy of Needs, which of the following is not a deficit need?

According to Abraham Maslow, everyone is motivated by:

What is the most commonly used defense mechanism?

Watching TV and reading excessively to avoid dealing with an issue are common types of which of the following defense mechanisms?

Meditation and prayer are forms of which coping skill?

Which of these is a nonadaptive coping skill?

According to the article "Boundaries: The Importance of Valuing Yourself," the two main types of boundaries are:

What is the term for becoming purposely involved in a project to avoid a painful situation?

Which term describes justifying behavior with socially acceptable reasons while ignoring the real reasons?

What is the final stage in the process of dealing with grief?

What term is used for holding feelings inside or forcing unacceptable ideas into the unconscious mind?

What is the term for transferring emotions about one person or situation to another?

Which term describes always putting off until tomorrow what you could do today?

What is the term for deliberately pretending to be sick to avoid dealing with situations?

Which term is used unconsciously to express socially unacceptable impulses in acceptable ways?

What is the term for blaming another person for your own inadequacies?

Which term describes using reasoning to avoid confronting emotional conflicts?

What term describes behaving in ways typical of an earlier developmental level?

What is the term for using a talent to compensate for a personal shortcoming?

What term describes anything that gets in the way of communicating a message correctly?

Which of the following describes a type(s) of verbal communication?