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Telephone Etiquette
Medical Skills and Services
| Question | Answer |
|---|---|
| What does it mean to enunciate words? | Pronounce them distinctly |
| The main purpose of the telephone greeting is to address callers with courtesy and help them know that they have reached the correct party. | True |
| Why must the assistant always be aware of who is nearby when on the telephone? | To keep unauthorized parties from overhearing confidential information |
| Why might office policy require the assistant to also get a patient's date of birth when identifying a caller? | Several patients may have the same name |
| What is the maximum amount of time a caller should be left on hold before the assistant checks back with the caller? | 1-2 minutes |
| What is the main purpose of using inflection? | To emphasize important points in a conversation |
| What is an appropriate response for assistants who feel they may lose their temper with a difficult caller? | Ask for another staff member's help |
| Why should an assistant smile when talking on the telephone? | It will be heard in the voice just as it would be seen in person. |
| What is the key response for an assistant who is dealing with an angry telephone caller? | Calmly reassuring the caller of concern and intention to help. |
| What is the use of language and words to send and receive information called? | Verbal Communication |
| What is it called when a speaker's feelings are expressed through speech? | Tone of Voice |
| Which term refers to word choice? | Diction |
| Which of the following telephone greetings is acceptable for a medical office? | "Dr. Grabin' office, Samantha speaking, how may I help you?" |
| An assistant is near the waiting room of a medical office, and she is speaking with a patient by telephone. Which of these statements is she permitted to say? | "Mr. Dawson, our records show that your insurance has not paid for the tests you underwent last month." |
| Why is it important for the assistant to evaluate the situation before prioritizing treatment? | Sometimes a patient may be upset, but there is no medical emergency. |
| What is the process of evaluating a situation and prioritizing treatment called? | Triage |
| What is determining who is the best person in the facility to handle each telephone call? | Screen |
| Why should an office assistant keep the physician from being interrupted without need? | To provide better care to patients. |
| A patient calls to get more instructions for the prescribed treatment. What is the most appropriate response for the assistant? | Transfer the call to a nurse. |
| When are calls from other medical personnel usually transferred directly to the office physician? | When the physician who is calling asks to be put through at once. |
| Another physician calls with an important question and asks to be put through to the office physician immediately. But the office physician is in the middle of a patient exam. What is the most appropriate response for the assistant? | Take a message to be returned as soon as possible. |
| Who handles most routine patient telephone calls? | Assistant or other medical office staff |
| For which types of telephone calls is it acceptable for the office assistant to take a message much of the time? | Patient Calls, Personal Calls, Non-Medical Business Calls, and calls from other medical professionals. |
| A patient calls with a serious condition that is not an emergency, but requires an urgent appointment. What is the most appropriate response for the assistant? | Schedule the appointment as early as possible. |
| Which type of telephone call warrants immediately notifying the physician? | Emergency calls |
| What is an example of a message is the most acceptable for an assistant to leave when returning a patient's call? | "Mrs. Brian, this is Trudy at SureCare. Please call our office at 555-6543, at your earliest convenience so I can schedule a time for your questions to be answered." |
| Why might an assistant avoid using the term "doctor" when leaving a telephone message for a patient? | To protect the patient's privacy |
| What may be found on a standard message form? | Date & Time of call, patient's name & Caller's name (correctly spelled), Caller's telephone number, and Reason for the Call. |
| Why is planning ahead for outgoing calls helpful? | It saves the assistant's time, the person answering the call time, and helps free up the telephone line sooner. |
| Susan is speaking to a patient. Should she use speaker phone so that her hands are free to take notes in the patient's chart? True or False? | False |
| What technology allows telephone calls to be sent to another appointed number? | Call Forwarding |
| What technology allows a patient to speak with a human? | Answering Service |
| What technology uses a recorded message with a series of directions for callers to press buttons to reach the correct party? | Automatic Routing Unit (ARU) |
| What technology leaves the hands free and is built into the phone? | Speakerphone |
| What technology is used for three or more people in different geographical areas to "meet" by phone? | Conference Call |
Created by:
DeniseRupert
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