Exam 20: Telephone Techniques and Scheduling

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

Which of the following is not required when a telephone message is taken?

Most providers allow medical assistants to give test results in which of the following circumstances?

The medical assistant may help an angry caller to calm down by

A person who fails to keep an appointment without giving advance notice is called a

Open office hours do not work well for most practices.

How long are records of telephone messages retained?

If a caller refuses to identify himself or herself, the medical assistant can put the call through to the physician right then.

Active listening involves

If a late patient is scheduled as the last patient of the day and does not show up before the office closes, the medical assistant is obligated to wait until the patient arrives.

When rescheduling an appointment, which of the following needs to occur?

When patients need a series of appointments, it is best to

A matrix in the schedule

Which of the following types of calls should be limited in the professional setting?

If a patient calls the office and states that his or her condition has not improved since the office visit earlier in the week, the medical assistant can suggest over-the-counter medications that the patient could try.

For security reasons, stating that the doctor is unavailable is best used in which of the following situations?

Enunciation is

Transferring a call to a staff member without announcing the caller's name is considered unprofessional.

Which types of outpatient procedures might be scheduled by the physician's office?

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