Chapter 10 test review

If your office is in California and it is noon, what time is it on the East Coast?

How long are records of telephone messages retained?

If English is not the caller's prim. language, the MA must use listening skills to ensure understanding

The continental United States is divided into 4 standard time zones.

When answering incoming calls , what is the first thing the caller should hear?

Placing and receiving personal calls should be avoided during business hours.

Which of the following calls is considered urgent, but not an emergency?

Guidelines for medical confident. apply equally to phone conversation. therefore take care no one overhears sensit. info

When answering a telephone for healthcare practice, which practices helps create a positive impression on the caller?

Which of the following is not correct with regard to ending a call?

If a pt wants to hold to speak to a certain staff member, MA does not have to return to phone at all during wait time

When using speakerphone , which of the following should occur to comply with HIPAA?

Answering services can be used for which of the following?

Which of the following is essential to active listening?

Complaints about fees must always be directed to the office manager

If caller refuses to identify him/herself, the MA can put the call through to the physician right then

Transferring a call to a staff member w/o announcing caller's name is considered unprofessional

Active listening involves

Pitch is:

Managed care organizations usually require a referral to a specialist

Callers who refuse to identify themselves should not be put through to the physician

All sales calls are an interruption to the physician's day

The MA should speak at a moderate pace when talking w/ pts on the telephone

Patients should always be given an exact time that the physician will return a call

STAT means "as soon as possible"

Most physicians do not expect the MA to screen calls

Which of the following are common sources of incoming calls to the physician's office?

If a pt calls office and states that his/her condition has not improved,MA can suggest OTC meds that patient could try

When a patient calls with a complaint:

The MA can refer pts to an internet map if they call for directions to the physician's office

The MA should use medical jargon with pts and lay terms w/ physicians and other medical personnel

The MA should never argue w/ a pt on phone or attempt to place blame on pt's actions when a disagreement arises

Call forwarding allows the user to send calls to another designated number, such as cell phone.

When a patient calls in complaining about care he/she received or fee charged, which should be avoided?

office should have a clear set of directions to facility available so they can be easily given to pts who request them

The MA should never give pts an estimate of what the cost of their visit will be, even on the intial visit

A pleasing telephone voice is developed by using: