Chapter 3: The hold Button

Question 1

What does the MA should do before putting the patient in hold?

Answer 1

Ask for the callers name and reason for calling.

Question 2

How should a MA ask the caller before putting the caller in hold?

Answer 2

Mr. Smith, may I place you on hold?”

Question 3

What does the MA should do if the patient is likely to be on hold for a long time ?

Answer 3

Offer to call the patient later and ask for the best time to return the call.