Ch. 14

Question 1

What is an important part of communication

Answer 1

Knowing when to speak and when to listen

Question 2

Medical assistant should answer the telephone by

Answer 2

Second or third ring

Question 3

When answering a phone call in the medical office, the MA should

Answer 3

Be courteous, calm, and pleasant

Question 4

Regarding the telephone, how is HIPPA used

Answer 4

The privacy and confidentiality of patient information via the telephone

Question 5

What calls are handled by MAs

Answer 5

Appointments

Question 6

What call will most likely be handled by the physician

Answer 6

Reports from patients with unsatisfactory progress

Question 7

What should your “telephone voice” be like

Answer 7

Visualize the caller and speak directly to the caller

Question 8

What is the best way to record a message

Answer 8

Keep a telephone message pad by the phone to record information as it is given

Question 9

Why is proper message talking most important

Answer 9

It can protect the physician if the caller takes legal actions

Question 10

Why is it important to consider the time zone in the location you are calling

Answer 10

You want to make sure you are calling during business hours

Question 11

Describe telephone triage

Answer 11

Screening calls to determine the level of priority

Question 12

How would you describe a message that is respectful and considerate of others

Answer 12

A courteous message

Question 13

What should you do when the office is very busy and you answer an incoming call

Answer 13

Maintain a calm demeanor

Question 14

Who should follow HIPPA compliance

Answer 14

All employees must comply with HIPPA

Question 15

What is NOT necessary before leaving a message to a patient

Answer 15

Get authorization from the physician

Question 16

Another term for telehealth is

Answer 16

Telemedicine

Question 17

How does the MA assist during telehealth visits

Answer 17

Prepare the patient for live video chat

Question 18

What will an MA NOT do during telehealth visits

Answer 18

Document the providers discussion with paitent

Question 19

“Completeness” describes

Answer 19

A message that contains all necessary information

Question 20

Why is it important to state your name when answering a call

Answer 20

Let’s the caller know they are talking to a real person and not an anonymous voice

Question 21

When ending a call you should

Answer 21

Say “goodbye” and use the caller’s name

Question 22

When speaking to a patient on the phone you must be careful to

Answer 22

Not discuss confidential information in an area where other patients can hear the conversation

Question 23

If a patent calls saying they got bit by a snake you should

Answer 23

Allow the patient to speak to the physician right away

Question 24

When you receive a call from an attorney, you should

Answer 24

Follow the office policy manual to handle this call

Question 25

What is important to do when making an outgoing call

Answer 25

Have all of the necessary information in front of you before you call

Question 26

What should you do when scheduling a conference call for several people

Answer 26

Suggests several time slots in case someone is not available at a particular time

Question 27

Why are good communication skills important in telephone management

Answer 27

Helps to protect a positive image

Question 28

Why is proper enunciation important when speaking on the telephone

Answer 28

The caller will be able to better understand what you are saying

Question 29

What is NOT a correct action to take when recording a phone message

Answer 29

Promising that the physician will call the patient

Question 30

You should hang up on a outgoing call if

Answer 30

The call is not answered within a minute or eight rings

Question 31

Completeness is

Answer 31

Message must contain all necessary information

Question 32

Clarity is

Answer 32

Message must be legible and free from ambiguity

Question 33

Conciseness is

Answer 33

Message must be brief and direct

Question 34

Courtesy

Answer 34

Message must be respectful and considerate of others

Question 35

Cohesiveness

Answer 35

Message must be organized and logical