The technical terminology of a particular group is called ___________________.
Jargon
100
The technical terminology of a particular group is called ___________________.
Triage
100
What is the purpose of screening phone calls?
Selecting which calls that should be forwarded to which staff members
100
A change in the pitch of your voice is called ________________________.
Inflection
100
The choice of words with regards to clearness is called?
Diction
200
The highness and lowness of sound is called?
Pitch
200
Articulation of clear sound is called?
Enunciation
200
The best appointment time to give a patient who is always late is.....
The last appt of the day
200
A good way to calm an angry caller down is to
Speak in a lower term
200
What is the least satisfactory method of scheduling for the patient?
Double Booking
300
If the patient has been waiting for more than 15 minutes past his/her appointment time the Medical Assistant should?
Offer to reschedule
300
Other types of appointment such as surgeries will need special ________ in the appointment book
Notation
300
A pleasing telephone voice is developed by using?
Clarity
300
What is the first prerequisite for scheduling an outpatient admission or procedure?
Order from Physician
300
When scheduling _________ financial arrangements should be explained when appointment is made if the physician is expected to pay at the time of service
New Patient
400
T or F Color Coding is a basic requirement of the office appointment book
True
400
When a requested appointment is not available, the Medical Assistant should?
Offer another time and date
400
When notifying patients that you must postpone their appointment due to MD absence, it is best to give them the name of one or more _________________.
Alternate Physicians
400
Why would a Medical Assistant need to be extremely careful while using speaker phone?
Confidentiality may be violated
400
In a phonebook government pages are listed as the _______ pages?
Blue
500
why is it important to document in the patients chart qhen they do not show up for the appointment?
to be prepared for future legal consequences
500
What information do you need to matrix an appointment book?
Days and Hours the physician performs rounds at the hospital
500
The open office house method of scheduling is also known as ____________ scheduling?
Tidal Wave
500
What would the Medical Assistant do if the requested appointment time is not available?
Explain why and offer a substitute time/day
500
Give 3 examples of active listening:
1 - discovery of vital information
2- concentration on the conversation
3 - give the same attention to the person on the phone as you would face to face