MA Book Chapter 22 Flashcards
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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?

  • Morning appointment first (correct)
  • Afternoon appointment 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.

    <p>False</p> Signup and view all the answers

    What is the purpose of phone menus?

    <p>Increase efficiency</p> Signup and view all the answers

    What should you do when a patient calls with a medical question?

    <p>Document the patient's information and relay it to the doctor for review.</p> Signup and view all the answers

    You should prioritize messages according to the order in which they were received when obtaining a telephone message.

    <p>False</p> Signup and view all the answers

    When is it most appropriate to use an answering machine?

    <p>During the office lunch break.</p> Signup and view all the answers

    What is the phone screening manual sometimes referred to as?

    <p>Triage manual.</p> Signup and view all the answers

    If a caller is requesting information, when should you ask if you can call them back?

    <p>If it will take you longer than one minute to retrieve it.</p> Signup and view all the answers

    What are electronic prescription refill requests commonly referred to as?

    <p>E-prescribing.</p> Signup and view all the answers

    You should respond to a patient asking to speak directly with the provider by saying the doctor is busy.

    <p>False</p> Signup and view all the answers

    What is the most appropriate question to ask when scheduling an appointment?

    <p>What is the reason for the visit?</p> Signup and view all the answers

    You must use at least three identifiers of the patient when scheduling appointments.

    <p>False</p> Signup and view all the answers

    What should you include when documenting a telephone call?

    <p>Your own name or initials.</p> Signup and view all the answers

    What calling feature allows several people in various locations to converse at the same time?

    <p>Conference calling.</p> Signup and view all the answers

    What should you do before transferring a patient call to another department?

    <p>Give the caller the phone number, extension, and name of the person they're being transferred to.</p> Signup and view all the answers

    You need to include the date the prescription was first filled when transmitting a prescription refill request to a pharmacy.

    <p>False</p> Signup and view all the answers

    What is considered best practice regarding personal mobile devices during office hours?

    <p>Put the phone away during office hours.</p> Signup and view all the answers

    How should you respond when a non-emergency phone call needs additional information?

    <p>Excuse yourself from the call by saying, 'May I put you on hold for a moment?' or 'May I call you back with that information?'</p> Signup and view all the answers

    What should you do if a person claiming to be a patient's attorney calls to request information?

    <p>Verify that the attorney is authorized to receive it and offer to call them back.</p> Signup and view all the answers

    Which of the following is not considered a concern when using mobile devices in healthcare settings?

    <p>Convenience and connectivity</p> Signup and view all the answers

    What does Electronic Health Record (EHR) refer to?

    <p>A combination of practice management and electronic medical records, refers to the interoperability of electronic medical records.</p> Signup and view all the answers

    What is an Electronic Medical Record (EMR)?

    <p>Patient records in a digital format.</p> Signup and view all the answers

    What does Practice Management software provide?

    <p>It provides the medical office with electronic components to deal with day-to-day financial and administrative operations.</p> Signup and view all the answers

    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.
    • 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.

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