Telephone Etiquette
If we are not able to answer the phone by the first ring, what ring should we answer by?
Third
Display _________ and active listening skills.
Professionalism
If we are using all caps in an email message what tone would be interpreted?
Receiver is being shouted and/or yelled at.
False
When completing a message for the medication refill who should this message be directed to?
Clinical team or Physician
Being Present is an example of a ____________ ___________ skill in telephone etiquette.
Active Listening
Speaking loudly and calmly is appropriate approach with angry callers. True or False
False- Speaking in lower tones and calmly
How should you conclude your email message?
Thank you or Sincerely
Before taking the patient back to the exam room we should verify their?
Name and date of birth
A patient is calling regarding a medical bill what are examples of information we would take down in the message for the medical billing department?
Name, Date of birth, date of service, amount of bill, contact information for patient.
Being __________ and friendly sets a positive tone with the caller on the call.
Pleasant
Its okay to interrupt and ask questions while speaking with the angry caller to gather information. True or False
False- Do not interrupt ask questions when patient has completed speaking
Why would we write out the word in an email versus using an abbreviation to save in typing?
We should not use abbreviations as the receiver may not know the meaning of them which leads to misinterpretation of the message.
What are examples of vitals we may take on a patient during intake?
Blood pressure, pulse ox, temperature, weight, and height
What are examples of information we would take down in a message regarding test results?
Name, date of birth, date of test, where test was completed at, type of test and contact information for the patient.
What should we have nearby to prepare for a call?
Pen and paper
Acknowledge the importance of the call and reassure your caller you are there to assist them is a proper approach in working with angry callers. True or False
True
Begin your email with a _____________.
Greeting
The medical assistant may ask the patient questions related to their _________ _____________ which is why they are being seen by the provider.
Chief complaint
If we are taking a message down for a patient complaint during an episode of medical care who do you think that message would be directed to?
Physician or Administrator
If we need to make a call that will involve patient health information we can complete this call at the front desk area. True or False
False- Secure confidential area
When the angry caller is yelling is it okay to disconnect the call? Why or why not?
If they are getting more aggressive on the call we can request an administrator to step in to manage the call further. Disconnecting them will only anger the patient further which we want to avoid.
To protect patient health information if used in an email we should add either in the beginning of the email or end of the email a?
Confidentiality statement
The medical assistant may ask the patient questions related to their _________, ______________, ____________ histories.
Medical, social and family
When taking a message what is the information we should include on our messages?
Name of the caller
Name of who the call should be directed to- Ex: Provider, Clinical Dept, Billing Dept, Administrator, etc.
Contact information for caller
Reason for call and action to be taken
Date and time of call and initials of person taking message
If the call is related to “STAT” test results we will gather patient information, caller information and transfer these calls to the doctor