Exam 8: Telephone Techniques

If your office is in New York and you need to contact a supplier in Seattle, which New York time would be the earliest that you should call to place an order, assuming that the supplier opens at 8 AM?

Referrals to other physicians should always be __________ in the patient's medical record.

Many __________ calls require the good judgment of the medical assistant answering the phone.

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.

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

Which of the following types of communication tools is best for two-way communication?

The medical assistant can refer patients to an Internet map if they call for directions to the physician's office.

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

Complaints about fees must always be directed to the office manager.

An insurance claim may be __________ if the physician is not a provider for that particular insurance company.

The medical assistant should use medical jargon with patients and lay terms with physicians and other medical personnel.

If your office is on the West Coast, what time is the latest time to call the East Coast?

Managed care organizations usually require a referral to a specialist.

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

Answering services usually provide a(n) __________ to answer the phone rather than a recording device.

An alternative to using directory assistance is using the __________ to find phone numbers.

How long are records of telephone messages retained?

Which of the following would be considered professional jargon?

Which of the following types of communication tools can be used to record verbal messages?

The medical assistant should never give patients an estimate of what the cost of their visit will be, even on the initial visit.