Ch 8: Telephone Techniques

Question 1

A commercial service that answers the telephone calls for its clients

Answer 1

Answering service

Question 2

A system that distributes incoming calls to a specific group or person based on customer need (Press one for this press two for that)

Answer 2

Automatic call routing

Question 3

A telephone feature that allows calls made to one number to be forwarded to an specified number

Answer 3

Call forwarding

Question 4

A feature that identifies and displays the telephone numbers of incoming calls made to a particular line

Answer 4

Caller ID

Question 5

A telephone call in which a caller can speak with several people at the same time

Answer 5

Conference call

Question 6

And unexpected, life-threatening situation that requires immediate action

Answer 6

Emergency

Question 7

The use of articulate, clear sounds when speaking

Use phonetic alphabet when needed for clarification.

Answer 7

enunciation

Question 8

A set of headphones with a microphone attached, used especially in telephone communication

Answer 8

Headset

Question 9

A two-way communication system with a microphone and loudspeaker at each station; often a feature of business telephones

Answer 9

Intercom

Question 10

The technical terminology or characteristic idioms of a particular group or special activity, as opposed to common, every day terms

Answer 10

Jargon

Question 11

A succession of syllables, words, or sentences spoken in and unvaried key or pitch

Answer 11

Monotone

Question 12

A business telephone system that allows for more than one telephone line

Answer 12

Multiple line telephone system

Question 13

A position or other healthcare provider who enters into a contract with a specific insurance company or program and by doing so agrees to abide by certain rules and regulations set forth by that particular third-party payer

Answer 13

Participating provider

Question 14

The death of a tone or sound; a distinctive quality of sound

Answer 14

Pitch

Question 15

An individual or company that provides medical care and services to a patient or the public

Answer 15

Provider

Question 16

Something that shields, Protech’s, or hides; to select or eliminate through a process

Answer 16

Screen

Question 17

A telephone with a loud speaker and a microphone; they can be used without having to pick up and hold the handset

Answer 17

Speakerphone

Question 18

A telephone function in which a selected stored number can be dialed by pressing only one

Answer 18

Speed dialing

Question 19

The medical abbreviation for the Latin term Stratham, meaning immediately; at this moment

Answer 19

STAT

Question 20

The quality of having a keen sense of what to do or say to maintain good relations with others or to prevent offense

Answer 20

Tactful

Question 21

The process of assigning degrees of urgency to patients conditions

Answer 21

Triage

Question 22

And acute situation that requires immediate attention but is not life-threatening

Answer 22

Urgent

Question 23

And electronic system that allows messages from telephone collars to be recorded and stored

Answer 23

Voicemail

Question 24

The multiple line business telephone has a button that allows you to interrupt a call temporarily. You should always ask the patient before pressing this button.

Answer 24

Call hold button

Question 25

This skill involves listening to what the speaker is saying, interpreting what the message is, and restating the message to make sure that you have received the intended message. - be present in the moment - focus solely on the conversation - don’t interrupt - Don’t start forming your response before the person has finished speaking. - Confirm what the speaker has said, and asked if your interpretation is correct. - Always be respectful and professional. When you utilize this skill, your patients realize that you think they are important and that you respect the message they are communicating to you.

Answer 25

Active listening

Question 26

This involves: - tone of voice (avoid monotone voice) - speed of speech - Pitch - enunciation - Pausing or hesitation

Answer 26

Non-visual and non-verbal communication

Question 27

The phone should be answered within the first three rings. Then,the MA should identify this facility first, state his or her name, and then follow up with an offer to help.

Answer 27

Telephone greeting

Question 28

These require judgment on the part of the person answering the telephone in the medical practice.The person must differentiate between calls that are life-threatening or urgent. 1) determine whether the call is truly urgent 2) ask questions like, “What phone number can you be reached at?, Where are you located?, What are the symptoms?, When did the symptoms start?, Has this happened before?, Are you alone? and do you you have transportation? 2) stay on the line until help arrives 3) ask another staff member to call 911 while remaining on the line with patient

Answer 28

Emergency calls

Question 29

This includes taking down the following information: 1) the name of the person calling 2) the name of the person to whom the call is directed 3) the collars daytime, evening, and or cell phone number 4) the reason for the call, including the telephone number of the collars pharmacy if a medication is requested 5) the action 2 b taken 6) The date and time of the call 7) the initials of the person who took the call

Answer 29

Taking a message | written or digital

Question 30

Always make sure there is a duplicate of the message to serve as a telephone call log the original is given to the person the message is for and the MA will have a copy to use for follow up

Answer 30

Messages taken on paper

Question 31

This can involve: - requests for directions - inquiries about bills - inquiries about fees - questions about participating providers - requests for assistance with insurance - radiology and laboratory reports - satisfactory progress reports from patients - routine reports from hospitals and other sources - request for referrals - office administration matters

Answer 31

Typical incoming calls

Question 32

This can involve: - patient refusing to discuss symptoms - unsatisfactory progress reports - requests for test results - requests for information from third parties - complaints about care or fees - calls from staff members families or friends

Answer 32

Special incoming calls

Question 33

A type of special incoming call Follow the healthcare facilities procedures, which may include suggesting that the patient make an appointment with the provider to discuss the problem in person

Answer 33

Patient refusing to discuss symptoms

Question 34

A type of special incoming call Most providers prefer that the MA give only normal results two patients. However, the MA may give abnormal results if authorized by the provider. For abnormal results, Schedule an appointment for the patient to see the provider

Answer 34

Requests for test results

Question 35

A type of special incoming call HIPAA is very specific about what information can be disclosed to those who are not the patient. The patient must fill out a release of information form, which must also include an expiration date.

Answer 35

Request for information from 3rd parties

Question 36

A type of special incoming call Use Magical phrase: “Let me help you” for appeasement When colors complain, do not attempt to blame someone else, and never argue with the patient. Find the source of the problem, and then present options to the Caller as to how the situation can be resolved.

Answer 36

Complaints about care or fees

Question 37

Relies primarily upon interpersonal skills to get through the situation. Always keep in mind: “Calm promotes calm”

Answer 37

Angry callers callers

Question 38

These colors insist they receive whatever action they feel is necessary, and they usually insist on action immediately. Reassure the color that his or her concern is valid and will receive the full attention of the right person involved. Explain when the collar can expect a response from the office and be sure to follow up with the patient

Answer 38

Aggressive callers

Question 39

These individuals call the providers office requesting information to which they are not entitled to. Be polite but firm in response

Answer 39

Unauthorized inquiry calls

Question 40

These calls are often thought of as an interruption to the providers busy day however do not completely disregard them nor allow them to monopolize the telephone lines Be quick and to the point And schedule an appointment if necessary

Answer 40

Sales calls