Chapter 6 Oral and Written Communication Review

Review By what ring should you answer the phone in a medical office? By the third ring What is this called when the assistant learns how to logically proceed through a set of question and give the standard advice that has been pre-authorized by the physician? Telephone screening(what is urgent) Where does trust and good rapport begin with, when it comes to any patient? With the first patient call to schedule an appt

Review Never leave the caller on hold for longer than ? Minute/s One minute How long should you keep an appointment book? 3 years This is identifying with another's feelings? Empathy Any cash received in the mail should be Witnessed by two employees When referring a patient to a specialist always suggest 2 or more physicians

Review The most vital information taken when leaving a phone message A correct phone number(double check) When transferring a call never Blind transfer When/how should calls be returned? In the order of importance Always follow what law when return calls HIPAA and confidentiality When should you document phone calls/messages ASAP and always

Review What is the general rule for a medical assistant when calling in a prescription? Never call in a prescription without the expressed direction of the physician How would you handle a difficult or angry patient over the phone? Calmly, and in a smoothing voice ask them to tell you their concerns When you monitor a call, should you get the patient’s permission? Yes, always

Review Patients who call for an appointment should be given what choices? A choice of two appointment times(usually one in the morning and one in the afternoon) Explain a matrix for a computer program? A format for establishing a time schedule for an appointment Should you schedule a fixed(blocked) appointment slot on a matrix? No

Review What should you do if a patient cancels or does not show up for their scheduled appointment? Document this in the patient’s chart When should you schedule a patient who seems to be late for every appointment? At the end of the day

Review What should you do if your physician is behind schedule and a patients have been waiting It is a necessary courtesy for you to explain tactfully to all the patients who are waiting(how long and why) What is written communication? Its often called correspondence, the communication by the exchange of letters

Review What is the most important criteria about any written communication Proper grammar, punctuation and no misspelled words This machine is connected to a telephone line, scans a document and converts the image to electronic impulses that are transmitted over the telephone lines? Fax machine

Review This devise can receive messages and place them in your “mailbox” even if the phone is busy Voice mail This can be used to conduct conversations with several people in various locations at the same time, this allows business to be conducted, meeting to occur, and professional or personal communication to be carried out Conference calls