Answering Calls
True or False
It is okay to answer the phone with just “Hello?”
False – Always identify the office and yourself.
What is the first step when dealing with an angry caller?
Stay calm, listen actively, and acknowledge their concerns.
What five key details should you always include in a phone message?
Caller’s name, callback number, reason for calling, date/time, and your initials.
What should you say before placing a caller on hold?
"May I place you on a brief hold while I [reason]? I’ll be back in [timeframe].
What does HIPAA stand for?
Health Insurance Portability and Accountability Act.
What is the first thing you should say when answering a call?
Good [morning/afternoon], this is [Office Name], [Your Name] speaking. How may I assist you?"
True or False – It’s acceptable to argue with a difficult caller.
False – Always remain professional and composed.
True or False – It’s okay to use abbreviations when writing a message.
False – Use clear, complete information to avoid misunderstandings.
True or False – You should check back on a caller placed on hold within 1-2 minutes.
True
True or False – You can give patient information to a family member who calls and asks for it.
False – Unless they are an authorized representative.
How many rings should you allow before answering the phone?
ideally by the third ring to maintain professionalism.
What are three key phrases you can use to de-escalate an upset caller?
"I understand your frustration." / "I’m here to help." / "Let me see what I can do."
If you can’t answer a caller’s question, what should you do?
Take a message and inform the appropriate person. Never guess.
What should you do before transferring a caller?
Inform them of the transfer, explain who they will be speaking with, and ask if they are okay with being transferred.
What is the safest way to verify a patient’s identity over the phone?
Ask for their full name, date of birth, and a secondary identifier (e.g., address or phone number).
What are two things you should avoid while speaking on the phone with a patient?
Eating, chewing gum, using slang, or interrupting the caller.
If a patient is yelling and refuses to calm down, what should you do?
Politely offer to transfer them to a supervisor or schedule a follow-up call.
What should you do if a patient leaves a voicemail with a request for medical advice?
Do not provide advice. Forward the message to the appropriate medical provider.
If a patient is placed on hold for too long, what is the best course of action?
Apologize for the wait and assist them as quickly as possible.
What should you do if a caller asks for confidential medical information?
Verify their authorization or ask the patient to call directly.
If you answer a call and do not understand the caller, what should you do?
Politely ask them to repeat or clarify their concern.
True or False – You should hang up immediately if a caller is rude.
False – Try to de-escalate the situation unless they are being abusive.
True or False – You should repeat back a phone number to confirm it’s correct.
Always verify phone numbers to ensure accuracy.
What should you do if a caller gets disconnected during a transfer?
Call them back immediately if possible.
What should you do if you accidentally disclose patient information to the wrong caller?
Report the mistake to your supervisor or compliance officer immediately.