Vocabulary
A Commercial Service that answers phone calls for clients
What is answering service?
Function that allows you to hear and speak to the caller w/o using handset or a headset.
What is speaker phone?
Treat these callers with a calm, poised attitude but do not allow the callers' aggression initiate inappropriate action.
What are aggressive callers?
When each patient is given a specific time for an appt.
What is time specified scheduling?
When handling this situation, the med assistant may have to page the provider after a certain time period.
What are talkative patients?
Ability to communicate effectively in 2 languages
What is bilingual?
Allows users to see who is calling before picking up the handset to answer the phone.
What is caller id?
When dealing with this caller, lowering your tone of voice and volume of speech seems to prove effective.
What are angry callers?
This type of scheduling system is often used in an urgent care setting
What are open office hours?
When handling this situation, the MA may need to call the parent to the exam room early even though he or she may not be seen early.
What are children?
Essential; being an indispensable part of a whole.
What is integral?
Allows for 2-way communication within the healthcare facility, but does not require you to pick up handset or use headset.
What is intercom?
When handling this caller, you should always check pt's record for permission to speak with him or her.
What are unauthorized callers?
This type of scheduling systems reduces the number of calls to the office and is available to the patient 24 hours a day
What is self-scheduling?
This is to be avoided when a patient calls in complaining about the care he or she received or fee that was charged.
What is placing blame for the error?
The environment in which something is created or takes shape. A base on which to build
What is matrix?
Affords around the clock method for receiving patients' messages.
What is voicemail?
You don't want to disregard this type of caller but you also don't allow him or her to monopolize time or telephone lines.
What are sales calls?
This type of scheduling appeals to many providers. example is when an internist might reserve all morning appointments for complete physical exams.
What are grouping procedures?
A person who fails to keep an appointment without giving advance notice
What is a no show?
The medical abbreviation for the latin term statum, meaning immediately; at this moment.
What is STAT?
Allows you to program keys on the phone keypad to automatically call a stored phone number by just pressing one key.
What is speed dialing?
This involves being present in the moment, focusing solely on the conversation, and confirming what the speaker has said.
What is active listening?
Booking 2 patients to come in at the same time.
What is double booking?
This is the first prerequisite for scheduling an outpatient admission or procedure
What is an oral or written order for the procedure from the physician?