FINALS - TEST - Ch. 14 (Telephone Techniques) Flashcards
(24 cards)
What guideline should you follow when placing an outgoing telephone call?
Ask if it is a convenient time and if the person has time to talk
What best describes store-and-forward telemedicine?
The transmission of medical information such as x-rays to a licensed practitioner
Telephone calls that require the practitioner’s personal attention include what?
Patient requests to discuss abnormal test results
What is the appropriate procedure if a patient was overcharged for services?
Ask the patient to wait for a corrected statement before sending payment
If you cannot give your undivided attention to a caller because of an emergency in the office, what should you do?
Explain that you are handling an urgent matter and offer to call back
What communicable disease caused a rapid increase in the use of telehealth services?
COVID-19
What is a guidelines to follow when an attorney calls the office?
Release information only when the provider has authorized you to do so
What type of help does a dog bit require?
Immediate
What should you do before placing an outgoing telephone call to a patient?
Verify the correct phone number
What is an example of a medical condition that requires immediate medical help?
Snakebite
When you are respectful caller, which of the 5 C’s of communication do you exhibit?
Courtesy
Speaking clearly and distinctly to help the person you are speaking to understand you is called what?
Enunciation
Under what circumstances will a pharmacist call to check before dispensing refills?
If more than one year has passed since the original prescription was written
What is a result of answering the phone while carrying out another task?
Possible errors in message taking
When a message is organized and logical, it is which of the 5 Cs of communication?
Cohesiveness
When is it acceptable for a medical assistant to authorize a pharmacy to refill a prescription?
If the licensed practitioner has authorized in the patient’s chart that refills are approved?
A communication that contains all of the necessary information demonstrates what?
Completeness
What is the recommended procedure for handling billing inquiries?
Pull the patient’s chart and billing information
When talking to a patient on the phone use . . .
A normal conversation tone
What does learning the telephone triage process include?
Using the office’s written guidelines for commonly asked questions
What can you do to make a message concise?
Make the message brief and direct
What best describes remote patient monitoring?
Medical data collected in one location and shared with a healthcare provider in another location
What office procedure should be followed if the practitioner is not in the office when an emergency phone call comes in?
Instruct the caller to dial 911 for an ambulance
What is the best response to a patient who calls to ask if he or she can use a medication that was prescribed for a previous condition?
“You should not use the medication because it may not be helpful”
