Ch 8 & 11 Flashcards
Which type of communication tool can be used to record verbal messages
Voicemail
If the medical supplier in Seattle opens at 8 am, what is the earliest you can call the supplier if your office is in New York
11am
What is pitch
The depth of a tone or sound; a distinctive quality of sound
What does it mean to enunciate
The user of articulate, clear sounds when speaking
Which of the communication tools is best for two-way communication
The telephone - phone call
What is the most appropriate greeting for handling incoming calls
Identify the facility first, state their name, and then follow with an offer to help
What is jargon
The vocabulary of a particular profession, as opposed to common, everyday terms
What is the primary goal of “screening” telephone calls
Determining whether the calls are emergency
What does active listening involve
Be present in the moment; focus solely in the conversation; don’t interrupt; don’t start forming your response before the person has finished speaking; confirm what the speaker has said, and ask if your interpretation is correct; always be respectful and professional
Which types of call should be limited in a professional setting
Personal calls
It is noon in California, what time is it on the East Coast
3pm
What is required in a telephone message
The name of the person calling; the name of the person to whom the call is directed; the caller’s daytime, evening, or cell phone number; the reason the call, including the telephone number of the caller’s pharmacy if a medication is requested; the action to be taken; the date and time of the call; the initials of the person who took the call
Why should a medical assistant be extremely careful when using a speaker phone
Because the sound can travel farther than one may think and someone might overhear private medical information
To protect the patient’s privacy
What is the correct way to end a call
Ask the patient if there is anything else you can be of help or assistance
What are common sources of incoming calls
Requests for prescriptions refills; requests for directions; inquiries about bills; inquiries about fees; questions about participating providers; request for assistance with insurance; radiology and laboratory reports; satisfactory progress reports from patients; routine reports from hospitals and other sources; requests for referrals; non-patient related calls; unsatisfactory progress reports; requests for test results; request for information from third parties; complains about care or fees; call from staff member’s families and friends; angry callers; aggressive callers; unauthorized inquiry and sales calls; callers with difficulty communicating
Should the patients be given an exact time the physician will return their call?
Provide approximate time frame for when caller can expect to hear back
A pleasing telephone voice is develop by using
Use proper enunciation, diction, pitch, and clarity
Use pleasant inflection with friendly, warm tone
Use courtesy and be tactful
Avoid medical jargon and use correct grammar
How can a medical assistant help an angry caller calm down
Take require actions; even if it’s to say that the matter will be discussed with the provider as soon as possible and that the patient will be cal later. If answers are not really available, a friendly assurance that the situation is important and that every attempt will be made to find the answer quickly usually claims the agreement caller
What should the Medical Assistant handle a caller with a complaint
Explain charges by reviewing the bill with the patient; if the patient is angry, offer to pull the chart, research the problem , and discuss it with the physician; reassure the patient that you want to help by saying “let me help you”
When placing a caller on hold, how often should you check bak to make sure the patient still wants to hold
Once per minute, check back in with the patient holding for the physician
Offer to have call returned, rather than wait on hold
Always thank caller for waiting
Which practice helps create a positive impression on the caller when answering the telephone in a Healthcare facility
The manner in which the telephone is answered
What does STAT mean
Latin for Term Statum meaning immediately, at this moment
When answering incoming calls, what is the first thing the caller should hear?
The name of the facility
Would an animal bite be considered an urgent appointment or an emergency
Urgent call
What is the purpose of an answering system
A person answers the call, which can be comforting for patients. The staff at the answering service can act as a buffer for the provider after hours by screening the calls. By following the criteria given to them by the healthcare facility, they can determine whether the provider “(or on-call person) should be contacted, the patient should be directed to the hospital ER, or whether a message can be taken and relayed to the healthcare facility in the morning
How long should a telephone message be retained
The healthcare facility must establish a policy on retention on telephone message records
Electronic systems should send directly to medical record
Keep handwritten message pads for period of statue of limitations
Should patients be given an estimate of the cost of their visit
Yes
Most providers allow medical assistants to give test results under which circumstances
Satisfactory progress reports
Physician must give permissions to share results with patients
What duties are performed when you arrive in anticipation of the work day
Prepare examination rooms
Ensure that prescription pads are available to the provider but not accessible to patients
Supply cabinets need to be unlocked
Quality control tests should be done on laboratory equipment
Outstanding patient issues from the prior day need to be followed up on
Voicemails need to be checked, or messages from answering service needs to be obtained
Outgoing voice mail message may need to be updated
Computers, copy machines, and other equipment must be turned on
Pull appointments for the day
Prepare reception area for patients
Television and/or white noise should be turn on
What is a backorder
An order placed for an item that is temporarily out of stock and will be send later
What is considered media mail
Used for sending books, electronic media, and educational material, with delivery in 2-8 days. Cost based on weight
What is considered registered mail
Used to protect expensive items. Mail item can be insured up to the maximum amount. A mailing receipt is given; upon request, an electronic verification of delivery and delivery attempt can be sent
With inventory control, when new supplies are added, it should be placed
in the back and the oldest supplies in the front
What are some common items criminals look for in a physician office
Cash drawers
Narcotics
What is a discrepancy
A lack of similarity between what is stated and what is found
What does inventory management involve and what is the goal
Involves ordering, tracking inventory, and identifying the quantity of products to purchase.
The goal of inventory management is to have adequate supplies on hand.
In regards to equipment inventory, where should the operations manual be kept
Should be kept at a central location and available to users
Which product must the physician provide his/her DEA number
For narcotics
What is the most common service used by healthcare facilities for envelops and packages weighing up to 13 ounces
First class mail
Many state laws required that terminations letters be sent by
Certified mail with a return receipt
Where should prescriptions pads be stored
Outside of the exam rooms, in a locked cabinet
What is the main reason for acute back injuries
Micro-trauma related to repetitive activity over time or from one traumatic experience:
improper lifting or lifting items too heavy for the back to support
Reaching, twisting, or bending when lifting
Bad boy mechanics when lifting, pushing, pulling, or carrying items
Poor footing or constrained posture
What is a provider
An individual or company that provides medical care and services to a patient or the public
