Telephone calls from patients may have to do with appointment scheduling,
billing inquires
, requests for medical or laboratory reports, questions about medications, prescription renewals, progress reports on treatment success, requests for advice, or complaints.
What type of telephone calls will a medical assistant have to answer in the physician office?
Telephone calls from patients may have to do with appointment scheduling,
billing inquires
, requests for medical or laboratory reports, questions about medications, prescription renewals, progress reports on treatment success, requests for advice, or complaints.
Can a medical assistant triage phone calls?
Medical assistants may not independently perform telephone triage
. Medical assistants are not legally authorized to interpret data or diagnose symptoms.
When a medical assistant is talking to a patient on the telephone?
When a medical assistant is talking to a patient on the phone and another line rings what should the medical assistant do?
Ask permission from the caller to put her on
hold, answer the second call and then ask permission from the caller to put him on hold ad go back to the first caller to finish up.
What type of calls take priority when answering phones?
When answering incoming calls, what three types of calls take priority over other telephone calls?
Emergency calls, calls from other physicians
, calls from a physician’s family members.
How do you answer a patient phone call?
- You only have one chance to make a first impression. …
- Answer all incoming calls before the third ring.
- Answer warmly, enthusiastically, and professionally. …
- Identify yourself and our office immediately. …
- Speak softly. …
- Maintaining patient confidentiality is a top priority.
What can a medical assistant do?
That is, in addition to the typical duties performed by an administrative assistant, medical assistants are trained to:
confirm physical health status of patients
; assist with clinical measurements and procedures; facilitate a coordinated approach to patient care; manage emergency cases and challenging patient …
What does telephone triage mean?
Telephone Triage is
a method by which a health professional contacts a patient and manages their care based on the outcome of that telephone call
.
What is telephone triage process?
Telephone triage is the
process of managing a patient’s call to the office to determine the urgency of the medical issue
, the level of provider who should respond, the appropriate location for the patient to be seen (if necessary), and the timing of appointment scheduling.
Which of the following is correct regarding your telephone voice?
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What is the first thing the medical assistant should do when answering a telephone call?
Identify the practice and himself or herself. What is the first thing the medical assistant should do when answering a telephone call?
“May I ask who is calling, please?”
When answering the telephone, what is the best question for the medical assistant to ask to find out a caller’s name?
Which are types of telecommunication equipment in a medical office?
- Telephone deaf device.
- Telecommunication deaf device.
- Telecommunication device for the deaf.
- Telephone device for deaf.
When communicating on the phone with a patient proper telephone etiquette include which of the following?
answer
all questions & make sure the caller understands the issues
. Dont bring up issues or claims unrelated to the callers questions. Dont chit chat with the caller, keep the conversation centered on the business. Choose your words and tone of voice carefully.
Which of the following guidelines should you follow when placing an outgoing telephone call quizlet?
- verify correct phone number.
- allow enough time for someone to answer.
- ask if you have called at a convenient time.
What accounts for the majority of telephone calls in a medical office?
Although 12 categories of callers were identified, patients (44%) and family members (19%) accounted for the majority (63%) of calls.
How does the medical assistant provide privacy when making telephone collection calls?
How does the medical assistant provide privacy when making telephone collection calls? By
ensuring no other patients can overhear details of the call
.
Why should an assistant smile when talking on the telephone?
Why should an assistant smile when talking on the telephone?
It will be heard in the voice just as it would be seen in person
. … Telephone interactions directly affect others’ perceptions of the medical office.
What do medical assistants make?
| Wages* Low (5th percentile) Average | Starting $16.37 $23.23 | Overall $18.75 $27.09 | Top $21.00 $31.74 |
|---|
What can medical assistants do and Cannot do?
- Independently perform telephone triage (medical assistants are not legally authorized to interpret data or diagnose symptoms!).
- Independently diagnose or treat patients.
- Independently prescribe medications.
- Independently give out medication samples.
What is after medical assistant?
What are some of the most common career advancements you see among medical assistants? Business such as office management or program management, clinical such as clinical supervisor, RN, care coordination, personal care, health promotion,
physician’s assistant
, or MA instructor.
How do you triage a patient call?
- Gather the Right Information. …
- Ask Relevant Questions. …
- Confirm Understanding. …
- Practice Telephone Triage Scenarios. …
- Use Verbal Cues. …
- When in Doubt, See the Patient. …
- Give Instructions for Call-Backs. …
- Use a Medical Call Center.
What does a triage nurse do?
The Triage Nurse will
provide professional nursing assessments, prioritize treatments according to the urgency of need
, and initiate medical care to patients arriving at the emergency department.
Who can perform telephone triage?
The American Nurses Association suggests that only
registered nurses (RNs)
should perform telephone triage. However, in many states, licensed practical nurses (LPNs) who have been appropriately trained are being used to assess the level of urgency from patients’ telephone calls.
What are the 3 categories of triage?
- Immediate category. These casualties require immediate life-saving treatment.
- Urgent category. These casualties require significant intervention as soon as possible.
- Delayed category. These patients will require medical intervention, but not with any urgency.
- Expectant category.
What is telephone triage quizlet?
Telephone triage is
the art of allocating the correct telephone skills to each incoming call
.
What should the medical assistant do as follow up if a patient calls to request laboratory results group of answer choices?
What should the medical assistant do as follow-up if a patient calls to request laboratory results? If a paper medical record system is used,
find the medical record and attach the message to the record
.
Which of the following is proper phone etiquette?
Actively listen and take notes
. Use proper language. Remain cheerful. Ask before putting someone on hold or transferring a call.
Which of the following is proper phone etiquette *?
Smile
– it shows, even through the phone lines; speak in a pleasant tone of voice – the caller will appreciate it. Ask the caller for their name, even if their name is not necessary for the call. This shows you have taken an interest in them. If the caller has reached a wrong number, be courteous.
Which of the following is an example of proper telephone etiquette?
DO – When you answer the phone,
greet the caller warmly
and advise who they are talking to. Always answer the phone with your name at the end of your greeting. You will have an upward inflection on your name which will stay in the mind of the caller. Personal calls received should also be formalised.
Where would a medical assistant look for office policies that explain what is acceptable to discuss with patients?
| State Sections by Abbreviation | AK CO SD | AL CT TN | AR DE TX | AZ FL UT |
|---|
What document indicates who is responsible for the various types of calls coming into the medical office and how the calls are to be handle?
| Question Answer | After speaking with a patient on the telephone about a clinical issue, a medical assistant must always ____. document convo in patient’s record | What document indicates who is responsible for the various types of calls coming into the medical office and how the calls are to be handled? routing list |
|---|
When a patient calls with an emergency What is your first responsibility?
When faced with an emergency in a medical setting, your most important duties would include
stabilizing and securing a patient before alerting
a nurse or physician about the situation.
How can the medical office reduce the number of telephone calls from patients requesting laboratory results?
Have the appropriate materials readily available to properly document the call. How can the medical office reduce the number of telephone calls from patients requesting laboratory results? …
Call all patients if laboratory results are normal
to avoid bothering the physician.
What are three types of telecommunication devices?
Telecommunications equipment encompasses many different types of telecommunications, including
telephones, computers, and radios
.
What are the types of telecommunication system?
- Computer networks. ARPANET. Ethernet. Internet. Wireless networks.
- Public switched telephone networks (PSTN)
- Packet switched networks.
- Radio network.
How a medical assistant should answer the phone?
Answering the telephone in a professional manner involves
answering within two to three rings
, so the caller is not left waiting. If taking multiple calls, give the first caller priority unless the second caller has an emergency. Always ask permission to place a caller on hold before doing so.
