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Telephone Techniques Overview
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Telephone Techniques Overview

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Questions and Answers

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?

automatic call routing

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?

<p>caller ID</p> Signup and view all the answers

What is a telephone call in which a caller can speak with several people at the same time?

<p>conference call</p> Signup and view all the answers

What is an unexpected, life-threatening situation that requires immediate action?

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

What is the use of articulate, clear sounds when speaking?

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

What is a set of headphones with a microphone attached, used especially in telephone communication?

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

What is a two-way communication system with a microphone and loudspeaker at each station, often a feature of business telephones?

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

What is the technical terminology or characteristic idioms of a particular group or special activity called?

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

What is a succession of syllables, words, or sentences spoken in an unvaried key or pitch?

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

What is a business telephone system that allows for more than one telephone line?

<p>multiple-line telephone system</p> Signup and view all the answers

What is a physician or other healthcare provider who enters into a contract with a specific insurance company called?

<p>participating provider</p> Signup and view all the answers

What describes the depth of a tone or sound?

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

What is an individual or company that provides medical care and services to a patient or the public?

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

What is something that shields, protects, or hides, and involves selecting or eliminating through a screening process?

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

What is a telephone with a loudspeaker and microphone that can be used without holding the handset?

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

What is a telephone function that allows a selected stored number to be dialed by pressing only one key?

<p>speed dialing</p> Signup and view all the answers

What is the medical abbreviation for the Latin term 'statum', meaning immediately?

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

What is the quality of having a keen sense of what to say or do to maintain good relations with others?

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

What is the process of assigning degrees of urgency to patients' conditions?

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

What describes an acute situation that requires immediate attention but is not life-threatening?

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

What is an electronic system that allows messages from telephone callers to be recorded and stored?

<p>voice mail</p> Signup and view all the answers

What is the most important piece of equipment used in a healthcare facility?

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

What are some features of a multi-line telephone system?

<p>More than 1 line, speed dial, voice mail, call forwarding</p> Signup and view all the answers

What is the minimum recommended number of incoming lines for a healthcare facility?

<p>2</p> Signup and view all the answers

Where should telephones be placed in a healthcare facility?

<p>They are accessible, but private</p> Signup and view all the answers

One medical assistant can handle no more than _______ incoming lines.

<p>2</p> Signup and view all the answers

A big part of communication is being able to ________.

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

Focus on the conversation by being ________ in the moment.

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

Not only is interrupting rude, it also shows that you were ________.

<p>not listening</p> Signup and view all the answers

Part of active listening is _________.

<p>confirming what you heard to be sure that you have received the intended message</p> Signup and view all the answers

Medical assistants should answer the telephone ________ and ________.

<p>promptly and professionally (the third ring)</p> Signup and view all the answers

When answering the telephone, you should ________ and ________ your pitch.

<p>enunciate and vary</p> Signup and view all the answers

Having ___________ to patients and other callers is vital.

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

The medical assistant's telephone manner sets the _______ for the caller's perception of the facility.

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

______ of voice can completely change the message being sent.

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

_____________ ensures that your message is not misunderstood.

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

Before you start answering calls, make sure you ________.

<p>have all the supplies you need to do your job</p> Signup and view all the answers

_____________ in a healthcare facility must always be a priority.

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

What should the medical assistant do first when answering the phone?

<p>identify the facility</p> Signup and view all the answers

What are the different things to say when answering the phone?

<p>identify the facility, say your name, offer for help</p> Signup and view all the answers

If the caller does not offer a name, the medical assistant should ________.

<p>ask for their name</p> Signup and view all the answers

Most healthcare facilities expect the medical assistant answering the telephone to ________.

<p>screen calls</p> Signup and view all the answers

Screening calls is an important task.

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

Ask for a phone number where the caller can be reached in case of a sudden disconnection.

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

In severe cases, do not ________.

<p>hang up the phone until the ambulance has arrived</p> Signup and view all the answers

A special sheet of __________ should be posted by each telephone.

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

When taking a telephone message, whether in a handwritten or electronic format, strive for ________.

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

What are the 7 elements of a correctly handled telephone message?

<ol> <li>the name of the person to whom the call should be directed to 2. the name of the person calling 3. the caller's telephone number 4. the reason for the call 5. the medical assistant's description of the action to be taken 6. the date and time of the call 7. the initials of the person taking the call</li> </ol> Signup and view all the answers

If a handwritten system is used for recording telephone messages, a policy must be developed on _________.

<p>the retention of the telephone message records</p> Signup and view all the answers

Knowing how to respond to the different types of calls received will make you a ________.

<p>valuable asset to the healthcare facility</p> Signup and view all the answers

Common types of incoming calls include ________.

<p>requests for directions, inquiries about bills, inquiries about fees, inquiries about participating providers, requests for assistance with insurance, inquiries about radiology and laboratory reports, requests for referral</p> Signup and view all the answers

If a patient refuses to discuss symptoms with a medical assistant, suggest that the patient ________.

<p>make an appointment with the provider to discuss the problem in person</p> Signup and view all the answers

Other types of special calls a medical assistant must know how to handle include ________.

<p>unsatisfactory progress reports, requests for test results, requests for information from third parties, complaints about care or fees, calls from a staff member's family or friends</p> Signup and view all the answers

With angry callers, never ________.

<p>return the anger</p> Signup and view all the answers

How do you gain control of the conversation with an angry caller?

<p>offer help and ask questions</p> Signup and view all the answers

Callers with a complaint should be handled similarly to that for ________.

<p>angry callers</p> Signup and view all the answers

What is helpful when dealing with callers with complaints?

<p>let them know that their concerns are important to the staff and the provider</p> Signup and view all the answers

Always ________ ________ on complaints and make sure resolved.

<p>follow up</p> Signup and view all the answers

Other types of difficult callers that medical assistants must know how to handle include ________.

<p>aggressive callers, unauthorized inquiry callers, sales calls, callers with difficulty communicating</p> Signup and view all the answers

Most outgoing calls in the healthcare facility are made in response to ________.

<p>incoming calls</p> Signup and view all the answers

It is helpful to __________ outgoing calls in advance.

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

__________ calls helps increase office efficiency.

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

The continental United States is divided into 4 standard time zones. What are they?

<p>pacific, mountain, central, eastern</p> Signup and view all the answers

Long distance calls are ________.

<p>simple to plan, inexpensive, efficient</p> Signup and view all the answers

What is the primary purpose of a telephone directory?

<p>provide lists of those who have telephones, their telephone numbers, their addresses</p> Signup and view all the answers

What makes searching for telephone numbers much easier?

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

Answering services are used to ________.

<p>answer the telephone in the healthcare facility when the staff is not available</p> Signup and view all the answers

What do automatic call routing systems allow the patient to do?

<p>select a number from a menu to reach specific departments in the healthcare facility</p> Signup and view all the answers

The guidelines for medical confidentiality apply _________ to telephone conversations.

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

What may be brought to court as evidence?

<p>telephone records</p> Signup and view all the answers

The use of a headset can improve your ergonomics and help prevent neck strain.

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

What does a call hold do?

<p>allows you to interrupt a call temporarily</p> Signup and view all the answers

Cell phones can present issues in regard to ________.

<p>patient confidentiality</p> Signup and view all the answers

Active listening requirements include ________.

<p>be present in the moment, focus on the conversation, don't interrupt, don't start forming your response before the person has finished speaking, confirm what the speaker has said, and ask if your interpretation is correct, always be respectful and professional</p> Signup and view all the answers

What are some nonvisual/nonverbal communication elements?

<p>tone, speed of speech, pitch, volume, enunciation, pausing/hesitation</p> Signup and view all the answers

It is important to always be ___________ and ___________.

<p>courteous, tactful</p> Signup and view all the answers

What should you do to create a pleasant, friendly, and professional image of the healthcare facility?

<p>give the caller your full attention</p> Signup and view all the answers

An incoming call should never be answered with ________.

<p>please hold</p> Signup and view all the answers

How many times should you use the caller's name during a conversation?

<p>3</p> Signup and view all the answers

The first step in screening calls is to ________.

<p>determine who the caller is and the nature of the call</p> Signup and view all the answers

Screening policies also should address ________.

<p>how calls should be handled when the provider is out of the office</p> Signup and view all the answers

What is the difference between an emergency call and an urgent call?

<p>emergency calls are life-threatening; urgent calls require prompt attention but are not life-threatening</p> Signup and view all the answers

All offices require what?

<p>a written plan of action for the times the provider is not physically present in the office</p> Signup and view all the answers

Questions to ask the caller during an emergency include ________.

<p>telephone number, location, symptoms, when did they start, has this happened before, are you alone, do you have transportation</p> Signup and view all the answers

Emergency calls should be routed to a _____________ immediately.

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

Remember to always be ________ with your patients.

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

If you put a caller on hold, how long can you leave them on hold?

<p>1 minute</p> Signup and view all the answers

What to do to indicate an urgent message?

<p>flag it</p> Signup and view all the answers

The ____________ automatically saves a copy of the message to the patient's health record and sends the message to.

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

Handling incoming calls is the responsibility of who?

<p>medical assistant</p> Signup and view all the answers

What is an unauthorized caller?

<p>someone who requests information to which they are not entitled</p> Signup and view all the answers

What type of calls should you keep quick and to the point?

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

When should you not place or receive personal phone calls?

<p>during work hours</p> Signup and view all the answers

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.

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