Chapter 14 Review Packet

Question 1

What is an automated voice response unit?

Answer 1

An automated telephone system

Used to streamline call handling in various settings.

Question 2

What does enunciation mean?

Answer 2

Saying words clearly and distinctly

Important for effective communication over the phone.

Question 3

What is the meaning of etiquette in a telephone context?

Answer 3

Handling calls politely and professionally

Essential for maintaining professionalism in a medical office.

Question 4

What does pitch refer to?

Answer 4

The level of your voice

Influences how your message is received by callers.

Question 5

Define pronunciation.

Answer 5

How words are said

Correct pronunciation is crucial for clear communication.

Question 6

What does routing mean in a call context?

Answer 6

Transferring calls to the correct person

Ensures callers reach the appropriate staff member.

Question 7

What is a routing list?

Answer 7

A document listing the types of calls each staff member is responsible for handling

Helps in efficiently managing incoming calls.

Question 8

What does screening mean?

Answer 8

Categorizing calls

Important for prioritizing urgent matters.

Question 9

What is TDD?

Answer 9

A telephone device that allows you to speak with patients who are deaf

Facilitates communication with hearing-impaired individuals.

Question 10

Define telephone triage.

Answer 10

Deciding the necessary action to take

Critical for ensuring patient safety and appropriate care.

Question 11

What should you do when checking for the caller’s understanding during a call?

Answer 11

Ask the caller if there are any questions

Ensures clarity and comprehension.

Question 12

What is the correct use of the telephone log?

Answer 12

Giving the original message to the appropriate person and retaining a copy

Important for record-keeping and accountability.

Question 13

What should you do if a caller refuses to discuss symptoms with anyone but the physician?

Answer 13

Have the doctor return the call

Maintains patient confidentiality and trust.

Question 14

When should you leave a voicemail for a patient?

Answer 14

If you have written permission from the patient

Protects patient privacy.

Question 15

What is an automated telecommunications system used for?

Answer 15

Used in many hospitals and ambulatory care settings

Enhances efficiency in communication.

Question 16

When is the best time to check for messages using an answering system?

Answer 16

At preset times throughout the day

Ensures timely response to messages.

Question 17

Who commonly calls in prescription refills?

Answer 17

A medical assistant

Part of routine administrative duties.

Question 18

What should an automated voice response unit provide after identifying the office?

Answer 18

What to do if the call pertains to an emergency

Ensures urgent matters are handled appropriately.

Question 19

Why should cell phone use be avoided in the medical office?

Answer 19

Cell phones may interfere with office equipment

Prevents disruptions in medical operations.

Question 20

True or False: Facial expressions other than smiling are part of telephone etiquette.

Answer 20

False

Telephone communication relies heavily on vocal tone.

Question 21

What should you do if a patient reports severe vomiting?

Answer 21

Immediately put the call through to a practitioner

Critical for addressing potential medical emergencies.

Question 22

What should you do if you are in doubt about whether a situation is a medical emergency?

Answer 22

Treat it as an emergency

Prioritizes patient safety.

Question 23

What is the best way to hold a telephone?

Answer 23

With one hand and a telephone rest

Ensures comfort and effective communication.

Question 24

What should a medical assistant do when responding to patient complaints?

Answer 24

Acknowledge a patient’s anger

Important for de-escalating conflicts.

Question 25

Fill in the blank: The medical assistant handles calls that deal with _______.

Answer 25

[routine issues] ## Footnote Routine calls are part of daily operations.

Question 26

What is hypothermia?

Answer 26

A medical emergency in which there is a drop in body temperature during prolonged exposure to cold ## Footnote Requires immediate medical attention.

Question 27

What is a good practice when discussing clinical matters over the telephone?

Answer 27

Shut the window between the reception area and the administrative area ## Footnote Ensures confidentiality.

Question 28

True or False: You should always release patient information to an outside caller if asked.

Answer 28

False ## Footnote Patient privacy must be protected.

Question 29

What is the medical assistant responsible for regarding routine follow-ups?

Answer 29

Verifying that patients are following treatment instructions ## Footnote Ensures compliance and effective care.

Question 30

What is good professional behavior before ending a telephone call?

Answer 30

Always review the important points of the conversation ## Footnote Enhances clarity and reduces misunderstandings.

Question 31

What does keeping a notebook pad or a telephone message pad on the desk allow?

Answer 31

Easily find frequently used telephone numbers ## Footnote Improves efficiency in call management.

Question 32

What should you always record when taking a telephone message?

Answer 32

The date and time of the call ## Footnote Important for accurate record-keeping.

Question 33

What is shock in a medical context?

Answer 33

A medical emergency in which the patient experiences paleness, faintness, and a weak, rapid pulse ## Footnote Requires immediate medical intervention.