Chapter 9 Study Guide

Question 1

When assigned to answering the telephone in a physician’s office:

Answer 1

You should be able to determine which calls are routine, urgent, or emergency situations

Question 2

The style of speaking and enunciating words is referred to as:

Answer 2

Diction

Question 3

When answering phones during a busy time of day, it is only appropriate to place a caller on hold after you ask the following:

Answer 3

Will you please hold?

Question 4

Which of the following is a phone call that ordinary does not require the party to speak directly to the physician?

Answer 4

A pharmacist calls to verify information written in a prescription form

Question 5

The transmission of a hardcopy of a written document through a phone line is called a(n):

Answer 5

Facsimile

Question 6

The primary purpose of screening telephone calls is to:

Answer 6

Manage the physician’s time by referring only necessary calls.

Question 7

The physician has asked you to contact a patient to schedule a return office visit to discuss laboratory results. The patient is not available when you call. It is appropriate to:

Answer 7

Try to reach the patient later but also send a letter to with the information