Podcast
Questions and Answers
What is a commercial service that answers telephone calls for its clients?
What is a commercial service that answers telephone calls for its clients?
answering service
What is a system that distributes incoming calls to a specific group or person based on customer need?
What is a system that distributes incoming calls to a specific group or person based on customer need?
automatic call routing
What is a telephone feature that allows calls made to one number to be forwarded to another specified number?
What is a telephone feature that allows calls made to one number to be forwarded to another specified number?
call forwarding
What feature identifies and displays the telephone numbers of incoming calls made to a particular line?
What feature identifies and displays the telephone numbers of incoming calls made to a particular line?
What is a telephone call in which a caller can speak with several people at the same time?
What is a telephone call in which a caller can speak with several people at the same time?
What is an unexpected, life-threatening situation that requires immediate action?
What is an unexpected, life-threatening situation that requires immediate action?
What is the use of articulate, clear sounds when speaking?
What is the use of articulate, clear sounds when speaking?
What is a set of headphones with a microphone attached, used especially in telephone communication?
What is a set of headphones with a microphone attached, used especially in telephone communication?
What is a two-way communication system with a microphone and loudspeaker at each station, often a feature of business telephones?
What is a two-way communication system with a microphone and loudspeaker at each station, often a feature of business telephones?
What is the technical terminology or characteristic idioms of a particular group or special activity called?
What is the technical terminology or characteristic idioms of a particular group or special activity called?
What is a succession of syllables, words, or sentences spoken in an unvaried key or pitch?
What is a succession of syllables, words, or sentences spoken in an unvaried key or pitch?
What is a business telephone system that allows for more than one telephone line?
What is a business telephone system that allows for more than one telephone line?
What is a physician or other healthcare provider who enters into a contract with a specific insurance company called?
What is a physician or other healthcare provider who enters into a contract with a specific insurance company called?
What describes the depth of a tone or sound?
What describes the depth of a tone or sound?
What is an individual or company that provides medical care and services to a patient or the public?
What is an individual or company that provides medical care and services to a patient or the public?
What is something that shields, protects, or hides, and involves selecting or eliminating through a screening process?
What is something that shields, protects, or hides, and involves selecting or eliminating through a screening process?
What is a telephone with a loudspeaker and microphone that can be used without holding the handset?
What is a telephone with a loudspeaker and microphone that can be used without holding the handset?
What is a telephone function that allows a selected stored number to be dialed by pressing only one key?
What is a telephone function that allows a selected stored number to be dialed by pressing only one key?
What is the medical abbreviation for the Latin term 'statum', meaning immediately?
What is the medical abbreviation for the Latin term 'statum', meaning immediately?
What is the quality of having a keen sense of what to say or do to maintain good relations with others?
What is the quality of having a keen sense of what to say or do to maintain good relations with others?
What is the process of assigning degrees of urgency to patients' conditions?
What is the process of assigning degrees of urgency to patients' conditions?
What describes an acute situation that requires immediate attention but is not life-threatening?
What describes an acute situation that requires immediate attention but is not life-threatening?
What is an electronic system that allows messages from telephone callers to be recorded and stored?
What is an electronic system that allows messages from telephone callers to be recorded and stored?
What is the most important piece of equipment used in a healthcare facility?
What is the most important piece of equipment used in a healthcare facility?
What are some features of a multi-line telephone system?
What are some features of a multi-line telephone system?
What is the minimum recommended number of incoming lines for a healthcare facility?
What is the minimum recommended number of incoming lines for a healthcare facility?
Where should telephones be placed in a healthcare facility?
Where should telephones be placed in a healthcare facility?
One medical assistant can handle no more than _______ incoming lines.
One medical assistant can handle no more than _______ incoming lines.
A big part of communication is being able to ________.
A big part of communication is being able to ________.
Focus on the conversation by being ________ in the moment.
Focus on the conversation by being ________ in the moment.
Not only is interrupting rude, it also shows that you were ________.
Not only is interrupting rude, it also shows that you were ________.
Part of active listening is _________.
Part of active listening is _________.
Medical assistants should answer the telephone ________ and ________.
Medical assistants should answer the telephone ________ and ________.
When answering the telephone, you should ________ and ________ your pitch.
When answering the telephone, you should ________ and ________ your pitch.
Having ___________ to patients and other callers is vital.
Having ___________ to patients and other callers is vital.
The medical assistant's telephone manner sets the _______ for the caller's perception of the facility.
The medical assistant's telephone manner sets the _______ for the caller's perception of the facility.
______ of voice can completely change the message being sent.
______ of voice can completely change the message being sent.
_____________ ensures that your message is not misunderstood.
_____________ ensures that your message is not misunderstood.
Before you start answering calls, make sure you ________.
Before you start answering calls, make sure you ________.
_____________ in a healthcare facility must always be a priority.
_____________ in a healthcare facility must always be a priority.
What should the medical assistant do first when answering the phone?
What should the medical assistant do first when answering the phone?
What are the different things to say when answering the phone?
What are the different things to say when answering the phone?
If the caller does not offer a name, the medical assistant should ________.
If the caller does not offer a name, the medical assistant should ________.
Most healthcare facilities expect the medical assistant answering the telephone to ________.
Most healthcare facilities expect the medical assistant answering the telephone to ________.
Screening calls is an important task.
Screening calls is an important task.
Ask for a phone number where the caller can be reached in case of a sudden disconnection.
Ask for a phone number where the caller can be reached in case of a sudden disconnection.
In severe cases, do not ________.
In severe cases, do not ________.
A special sheet of __________ should be posted by each telephone.
A special sheet of __________ should be posted by each telephone.
When taking a telephone message, whether in a handwritten or electronic format, strive for ________.
When taking a telephone message, whether in a handwritten or electronic format, strive for ________.
What are the 7 elements of a correctly handled telephone message?
What are the 7 elements of a correctly handled telephone message?
If a handwritten system is used for recording telephone messages, a policy must be developed on _________.
If a handwritten system is used for recording telephone messages, a policy must be developed on _________.
Knowing how to respond to the different types of calls received will make you a ________.
Knowing how to respond to the different types of calls received will make you a ________.
Common types of incoming calls include ________.
Common types of incoming calls include ________.
If a patient refuses to discuss symptoms with a medical assistant, suggest that the patient ________.
If a patient refuses to discuss symptoms with a medical assistant, suggest that the patient ________.
Other types of special calls a medical assistant must know how to handle include ________.
Other types of special calls a medical assistant must know how to handle include ________.
With angry callers, never ________.
With angry callers, never ________.
How do you gain control of the conversation with an angry caller?
How do you gain control of the conversation with an angry caller?
Callers with a complaint should be handled similarly to that for ________.
Callers with a complaint should be handled similarly to that for ________.
What is helpful when dealing with callers with complaints?
What is helpful when dealing with callers with complaints?
Always ________ ________ on complaints and make sure resolved.
Always ________ ________ on complaints and make sure resolved.
Other types of difficult callers that medical assistants must know how to handle include ________.
Other types of difficult callers that medical assistants must know how to handle include ________.
Most outgoing calls in the healthcare facility are made in response to ________.
Most outgoing calls in the healthcare facility are made in response to ________.
It is helpful to __________ outgoing calls in advance.
It is helpful to __________ outgoing calls in advance.
__________ calls helps increase office efficiency.
__________ calls helps increase office efficiency.
The continental United States is divided into 4 standard time zones. What are they?
The continental United States is divided into 4 standard time zones. What are they?
Long distance calls are ________.
Long distance calls are ________.
What is the primary purpose of a telephone directory?
What is the primary purpose of a telephone directory?
What makes searching for telephone numbers much easier?
What makes searching for telephone numbers much easier?
Answering services are used to ________.
Answering services are used to ________.
What do automatic call routing systems allow the patient to do?
What do automatic call routing systems allow the patient to do?
The guidelines for medical confidentiality apply _________ to telephone conversations.
The guidelines for medical confidentiality apply _________ to telephone conversations.
What may be brought to court as evidence?
What may be brought to court as evidence?
The use of a headset can improve your ergonomics and help prevent neck strain.
The use of a headset can improve your ergonomics and help prevent neck strain.
What does a call hold do?
What does a call hold do?
Cell phones can present issues in regard to ________.
Cell phones can present issues in regard to ________.
Active listening requirements include ________.
Active listening requirements include ________.
What are some nonvisual/nonverbal communication elements?
What are some nonvisual/nonverbal communication elements?
It is important to always be ___________ and ___________.
It is important to always be ___________ and ___________.
What should you do to create a pleasant, friendly, and professional image of the healthcare facility?
What should you do to create a pleasant, friendly, and professional image of the healthcare facility?
An incoming call should never be answered with ________.
An incoming call should never be answered with ________.
How many times should you use the caller's name during a conversation?
How many times should you use the caller's name during a conversation?
The first step in screening calls is to ________.
The first step in screening calls is to ________.
Screening policies also should address ________.
Screening policies also should address ________.
What is the difference between an emergency call and an urgent call?
What is the difference between an emergency call and an urgent call?
All offices require what?
All offices require what?
Questions to ask the caller during an emergency include ________.
Questions to ask the caller during an emergency include ________.
Emergency calls should be routed to a _____________ immediately.
Emergency calls should be routed to a _____________ immediately.
Remember to always be ________ with your patients.
Remember to always be ________ with your patients.
If you put a caller on hold, how long can you leave them on hold?
If you put a caller on hold, how long can you leave them on hold?
What to do to indicate an urgent message?
What to do to indicate an urgent message?
The ____________ automatically saves a copy of the message to the patient's health record and sends the message to.
The ____________ automatically saves a copy of the message to the patient's health record and sends the message to.
Handling incoming calls is the responsibility of who?
Handling incoming calls is the responsibility of who?
What is an unauthorized caller?
What is an unauthorized caller?
What type of calls should you keep quick and to the point?
What type of calls should you keep quick and to the point?
When should you not place or receive personal phone calls?
When should you not place or receive personal phone calls?
Study Notes
Telephone Techniques Overview
- Answering services provide telephone call management for clients.
- Automatic call routing directs incoming calls based on customer needs.
- Call forwarding allows calls to be redirected to another specified number.
- Caller ID identifies and displays telephone numbers of incoming calls.
- Conference calls enable multiple participants to communicate simultaneously.
Communication Fundamentals
- Emergency situations necessitate immediate action.
- Enunciation emphasizes clear and articulate speech.
- Headsets are commonly used for hands-free telephone communication.
- Intercoms facilitate two-way conversations within businesses.
- Jargon refers to specialized terminology used by specific groups.
Effective Call Handling
- Monotone speech lacks variation in pitch, affecting communication impact.
- A multiple-line telephone system accommodates several calls simultaneously and features such as speed dialing and voicemail.
- Participating providers contract with insurance companies to adhere to defined rules.
- Tone of voice significantly affects the message received by callers.
- Active listening includes confirming understanding to ensure accurate communication.
Responsibilities of Medical Assistants
- Medical assistants should answer calls promptly, ideally by the third ring, and maintain a professional demeanor.
- Identify the facility, state your name, and offer assistance when answering.
- Keep telephones accessible yet private in healthcare settings.
- Ensure confidentiality is prioritized during all telephone interactions.
Call Screening and Message Management
- Record messages accurately, capturing the necessary details for effective follow-up.
- Essential elements of a telephone message include: recipient's name, caller's details, the call's purpose, and time-stamped information.
- Develop and implement policies for retaining telephone records, especially in handwritten systems.
Handling Difficult Call Scenarios
- Manage angry or irate callers by staying calm and offering assistance; never reciprocate anger.
- Address complaints similarly to handling calls from angry callers.
- Use a structured approach to gathering information during emergency calls, including symptoms and transportation.
Call Efficiency Techniques
- Organizing calls enhances office efficiency and responsiveness.
- Plan outgoing calls ahead of time to optimize workflow.
- Utilize a written plan for handling scenarios when a provider is unavailable.
Nonverbal Communication Elements
- Tone, pitch, volume, and pacing are vital components of nonverbal communication.
- Being courteous and tactful is essential in maintaining professional relations with callers.
Best Practices for Telephone Interactions
- Avoid answering calls with "please hold" and instead keep the conversation engaging.
- Use the caller's name at least three times during the interaction to personalize the conversation.
- Limit the duration of holds to one minute to maintain caller satisfaction.
Addressing Confidentiality and Emergency Protocols
- The guidelines for medical confidentiality equally apply to telephone conversations.
- Telephone records may serve as court evidence; managing these records is crucial for legal compliance.
- In cases of emergency, calls should be routed to a provider immediately, prioritizing the safety of patients.
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Description
This quiz explores essential telephone techniques, focusing on call management, communication fundamentals, and effective call handling. Test your knowledge on topics such as automatic call routing, conference calls, and the importance of clear communication. Enhance your skills in professional telephone interactions.
