Questions and Answers
How long does it take for a person to pick up on your attitude from listening to the tone of your voice?
10 seconds
When booking a same day or urgent visit, which appointment should you fill first?
What should you say if you are speaking to a patient face to face and the phone rings?
Excuse me for a moment, please, and answer the call.
You should remain expressionless when answering a telephone call.
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What is the purpose of phone menus?
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What should you do when a patient calls with a medical question?
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You should prioritize messages according to the order in which they were received when obtaining a telephone message.
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When is it most appropriate to use an answering machine?
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What is the phone screening manual sometimes referred to as?
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If a caller is requesting information, when should you ask if you can call them back?
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What are electronic prescription refill requests commonly referred to as?
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You should respond to a patient asking to speak directly with the provider by saying the doctor is busy.
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What is the most appropriate question to ask when scheduling an appointment?
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You must use at least three identifiers of the patient when scheduling appointments.
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What should you include when documenting a telephone call?
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What calling feature allows several people in various locations to converse at the same time?
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What should you do before transferring a patient call to another department?
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You need to include the date the prescription was first filled when transmitting a prescription refill request to a pharmacy.
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What is considered best practice regarding personal mobile devices during office hours?
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How should you respond when a non-emergency phone call needs additional information?
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What should you do if a person claiming to be a patient's attorney calls to request information?
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Which of the following is not considered a concern when using mobile devices in healthcare settings?
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What does Electronic Health Record (EHR) refer to?
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What is an Electronic Medical Record (EMR)?
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What does Practice Management software provide?
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Study Notes
Phone Communication and Scheduling
- Tone of voice can convey a person's attitude within approximately 10 seconds of conversation.
- Providers maintain a scheduling template with three timeslots daily for urgent visits: two in the morning and one in the afternoon.
- When booking same-day appointments, prioritize morning slots first, followed by afternoon slots.
Handling Calls
- If a phone rings while speaking with a patient, politely excuse yourself and answer the call.
- Remain expressionless when answering a phone call, maintaining professionalism.
- Phone menus are implemented to enhance operational efficiency.
- Document patient inquiries and relay them to the physician for proper review and action.
Message and Call Management
- When retrieving messages from recordings or answering services, prioritize based on urgency rather than the order of receipt.
- Use an answering machine during designated times, such as the office lunch break.
- A phone screening manual, also known as a triage manual, assists in managing patient calls.
Information Requests
- If retrieving information will take longer than one minute, offer to call the requester back.
- E-prescribing is the common term for electronic prescription refill requests.
Patient Interactions
- When a patient wishes to speak directly with the provider, avoid saying that the doctor is busy, maintain a supportive tone.
- Asking for the reason for the visit is essential when scheduling appointments.
- Use at least three patient identifiers to ensure accurate appointment scheduling.
Documentation and Communication
- Always document telephone calls by including your name or initials for accountability.
- Conference calling enables multiple people to communicate simultaneously across different locations.
- When transferring a patient call, inform the caller about the person they are being transferred to and provide a brief summary of their issue.
Prescription Requests and Mobile Device Use
- Do not include the original date the prescription was filled when sending refill requests to pharmacies.
- Best practice involves keeping personal mobile devices put away during office hours to maintain professionalism.
Follow-Up and Legal Requests
- For non-emergency calls requiring additional information, politely excuse yourself and offer to call back, while confirming the caller's phone number.
- Verify the legitimacy of attorneys requesting patient medical records, ensuring they are authorized before sharing any information.
Electronic Health Documentation
- Electronic Health Records (EHR) encompass both practice management and electronic medical records, emphasizing interoperability for sharing across facilities.
- Electronic Medical Records (EMR) refer specifically to patient records maintained in a digital format.
- Practice management software facilitates financial and administrative operations within medical offices.
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Description
Test your knowledge with flashcards from Chapter 22 of the MA Book. This quiz covers essential concepts related to communication and scheduling in medical assistance. Perfect for students looking to reinforce their understanding of these important topics.
