Exam 9: Telephone Techniques

Legible and complete phone messages are vital, because they can be brought into __________ and offered as evidence.

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

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

When a patient calls with a complaint:

Office policy must dictate that medical assistants can give __________ results to patients before they perform this task (unless this is prohibited in their state).

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

Managed care organizations usually require a referral to a specialist.

When dealing with an emergency call, the medical assistant should never __________ until help has reached the patient.

The office should have a clear set of __________ to the facility available so that they can be easily given to patients who request them.

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

Direct calls are more expensive than operator-assisted calls.

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

Which of the following would be considered professional jargon?

Some managed care organizations require a physician __________ before a patient may see a specialist.

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?

A person speaking in a monotone uses no inflection to emphasize important points.

Phone and message records can be used in court.

If a question arises as to how a task should be handled in the office, the medical assistant should consult the __________.

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

If a patient wants to hold to speak to a certain staff member, the medical assistant does not have to return to the phone at all during the wait time.