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How long does it take someone to pick up on your attitude?
10 seconds
When you are finished with the phone conversation, what do you do?
say goodbye and wait for the caller to hang up
Many healthcare facilities have systems to address patients' language barriers, which are referred to as?
Interpreter services
Data regarding patients' private information should not be given out unless what is signed by the patient?
CCP or confidential communication preference
Type of call where everyone can see one another
Teleconferencing
What does HEAT stand for?
H-hear them out E-be empathetic A-apologize T-take action
What should be by the phone so that each person who answers the phone asks the standard questions?
screening or triage manual
A high-pitched and emphatic voice conveys?
I'm enthusiastic about this subject
A method of informing the patients of how to reach the provider must be availible how many days in a year?
365 days
What could pose a substantial threat to privacy and security?
Cell phones due to the cameras and recording devices on them
What does THINK stand for?
T-is it true H-is it helpful I-is it inspiring N-is it necessary K-is it kind
Monotone flat voice conveys?
I'm bored and have no interest in what your talking about
What is the first thing you do before documenting in the EHR?
Confirm you have the right patient's chart pulled up
What is the general rule for clinical MAs on refilling prescriptions?
Not to do so unless given express direction from the provider
What does modulating mean?
to adjust, soften, tone down, alter, or adapt
1: substance 2:simplicity 3:structure 4:speed
If a patient asks to speak to the provider, what do you never say?
the doctor is busy
How many identifiers should you use to pull up the right patient chart in the EHR
two
Best approach to handle a difficult caller?
Hold off on any negative judgment and try your best to accommodate them
You should learn how to proceed logically through a set of questions that will reveal the caller's condition and help determine, if necessary, how soon the patient should be seen by a provider. This process is called:
Telephone screening
If you cannot get to the phone immediately, what ring do you need to pick it up by?
3rd ring
Slowed and low-pitched convey?
I'm depressed and want to be left alone
An abrupt speed and loud tone convey?
Im angry and not open to input
What are the UOR's two functions?
1: It informs the practice administration of the incident. 2: It alerts administration and the facility's insurance company to a potential claim
Because the phone call is often the first contact a patient has with the office, your manner of speaking and the ___ you convey are part of establishing an appropriate image of the practice.
Empathy