Medical Office Telephone Communication

CHAPTER 14 Question The main function of an automated voice response unit is to what are the advantages of an automated voice response unit? What is the difference between an answering service and an answering machine? One reason that all staff may need to refrain from using their cell phones at work is Answer route incoming calls to the correct person or department. Patients never receive a busy signal. It provides security through passwords for retrieval. The answering service is staffed by people. the phones may interfere with other electronic equipment in the office. Office is closed. The person at the desk is on another line. When are times voicemail would answer a call? The person answering calls is away from the desk. reason may physicians choose to wear pager/Beepers. In some areas, phone signals are not reliable. What type of device might patients with hearing A TDD (telecommunications device for deaf) and TTY impairments need to use for communication with a (teletypewriter) practice? what is true regarding pager/beepers? Good telephone technique leaves the caller with a positive impression of Why are excellent communication skills important in using the telephone? What term is the opposite of mumbling? How often should you check on a telephone patient who has been placed on hold? HIPAA guidelines follow TPO; what does the acronym TPO stand for? Enunciation is defined as: If patients call for advice on taking medication prescribed for prior conditions, it is best to All prescription renewals should have documentation in the patient's chart, which includes. A physician calls your office with questions about a mutual patient that your provider referred to him. What is this called? Telephone triage is done to They indicate that someone is trying to reach them. They are small electronic devices. the staff, the physician, and the practice. the person answering the phone. They project a positive image and satisfy patient expectations. enunciation Every 2–3 minutes Treatment, payment, healthcare operations speaking clearly and distinctly. tell them it is best to come in and be seen by the physician. the date of the phone call. the person authorizing the renewal. Continuity of care make a decision on what action to take for the patient. identify the general title of the person who should take the An office routing list can be used to call. identify calls that will not need to be directed to the practitioner. The word triage means to screen and sort. Emergency calls require immediate attention from the practitioner. Calls from patients regarding requests for referrals medical assistants. and appointments are generally handled by protected. a legal document. the property of the Every entry into a patient's chart is considered to be HIPAA physician. In medical offices, a routing list is used to assign care team members to specific calls. Telephone message pads typically contain which of the Caller's name Caller's telephone number Time of the call following types of information? After obtaining patient information, staff can severity of the patient's condition. categorize a problem according to the At which time of the day do most practitioners call Late morning. Late afternoon. back their patients? Proper documentation helps protect the physician facing legal action. from An office routing list can be used to identify the general title of the person who should take the call. identify calls that will not need to be directed to the practitioner. When making a call out of the country, you are required to use If you are calling a patient, where should you look first for phone number? To participate in a conference call, you typically are given Which of the following types of information are important to obtain from patients when renewing a prescription by telephone? Retrieving messages from an answering machine with the speaker phone setting on is considered: Before transferring a call to another person, it is important to Blank______. international dialing codes. Patient's chart a call-in number. a passcode. Medication information. Pharmacy information. Patient's name and date of birth. a breach of patient confidentiality write down the caller's name and phone number