Show:
Hold Procedures
Patient Information
Phone Etiquette
Disgruntled Patients
Appointment
100
Never use the ___________ _____________ to place someone on hold
Mute Button
100
What are the 2 most important pieces of information to get from the patient when taking a call?
Name and reason for call
100
What type of behavior will not be tolerated on the phone? 
Rude and/or discourteous behavior
100
True or False..... 15% of callers reported they are unlikely to keep an appointment or return to the office due to poor interaction from the first telephone call. 
False - 35% of callers
100
When a patient is offered an appointment that is better than what they expected, they are MORE LIKELY or LESS LIKELY to access LRMC. 
More Likely
200
What is the proper procedure if you need to keep a person on hold longer than 2 minutes?
Ask the patient if they mind continuing to hold.
200
If you are unsure of how to pronounce the guest's name, what should you do? 
Ask the patient.
200
Who should hang up the phone first?
The Caller
200
What is an appropriate response for CSR's who feel they may lose their temper with a difficult patient? 
Ask for another staff member's help. (CSR II)


200
How soon should a new patient get their first appointment scheduled? 
Within 2 weeks
300
Should you ask permission when placing a caller on hold? 
Yes and make sure they have agreed to allow the hold. 
300
It is essential to have what next to you when you answer a phone call? 
Pen and Paper
300
How many times should a phone ring before you answer? 
Never answer the phone on the first ring - most patients don't expect this. 
300
Approximately how many patients will switch to another doctor's office? 
One third of patients will be switching. 
300
What % of first time patients' contact is by phone?
80%
400
It is acceptable to interrupt a patient who is talking to place them on hold. 
NO
400
Give 3 examples of patient information we are not allowed to give over the phone.  
Medication, diagnoses, information about another patient, any information where the caller is NOT on the release. 
400
How many seconds does a CSR have to make a good impression on the phone call?
30 seconds
400
You may see an increase of patient walk ins due to?
Patients not being able to reach a live person by phone. 
400
What should you do at the end of the phone call, when a patient has scheduled an appointment? 
Thank the caller for choosing LRMC and ask if there are any other needs to be met.  
500
What acronym do we use to describe the proper procedure for placing a guest on hold? What do the letters stand for?
RIGHT. R - Request permission, I - Indicate the time of hold, G - Get agreement before placing on hold, H - Hold time 2 minutes or less, T - Thank the guest by name. 
500
When is it acceptable to leave patient information, such as results or reasons for appointment on an answering machine? 
NEVER
500
Because communication is so important, you should...

a) Keep _______ to a minimum

b) Be friendly and show _____________.

a. distractions

b. empathy

500
Name 6 mood altering words to advise a patient you are assisting them....
Delighted, absolutely, pleasure, happy, sorry, yes
500
What is one of the easiest ways for patients to hear about LRMC?
Word of Mouth