Chpt 4

Question 1

Automated system

Answer 1

A telephone answering system that automatically picks up a telephone call electronically

Question 2

Automatic dialer

Answer 2

A telephone feature that allows users to automatically redial a number until someone answers the line
Also called speed dialer

Question 3

Automatic routing unit

Answer 3

A telephone system that electronically answers and routes telephone calls after receiving a prompt from the caller

Question 4

Computerized physician order entry (CPOE) system

Answer 4

A system that allows the physician to order a patient’s prescription directly from the electronic medical record

Question 5

Call forwarding

Answer 5

A telephone feature that allows users to automatically forward calls to a different telephone number

Question 6

Direct telephone line

Answer 6

A feature that allows callers to dial directly to the desk of a person in the office.

Question 7

Established patient

Answer 7

A patient who has established care in the medical office

Question 8

Hands-free headset

Answer 8

A telephone answering system that allows the user to have his or her hands free while talking on the phone.

Question 9

Hold feature

Answer 9

A telephone feature that allows the receptionist to place the caller in a queue in order to take another call
Must ask permission to place a caller on hold

Question 10

Last number redial

Answer 10

A telephone feature that allows the user to redial the last number by pressing one button, rather than redialing the entire telephone number

Question 11

New patient

Answer 11

Any patient who has never been seen or who has not been seen within the past three years by a provider in the facility

Question 12

Speaker telephone

Answer 12

A type of telephone that allows multiple people in a room to participate in the phone conversation
HIPAA laws must be observed while using this feature.

Question 13

Teletypewriter (TTY) system

Answer 13

Available 24/7
Relay system :
Caller types a message
Message transmits to the relay service
Operator calls the medical office
Operator self identifies and identifies the caller
The operator then mediates between the receptionist and the caller
TTY System: A telephone system that allows for communication with a person who has a hearing impairment. Cuts out operator
Conversations are aimed at the caller not the operator

Question 14

Medical reception area first impression

Answer 14

Keep clean
Up to date magazines

Question 15

Voice messaging system

Answer 15

An automated system that allows callers to leave a voice message for the intended recipient
Usually after 4 rings

Question 16

Conference call

Answer 16

A telephone feature that allows numerous people to be on the same telephone call
Each party should identify themselves before speaking

Question 17

Music on hold

Answer 17

Should be generic
Radio station-make sure there is no static

Question 18

Tracking telephone systems

Answer 18

Large facilities
Track number of calls each individual takes and makes plus length of call

Question 19

Voice mail disclaimer

Answer 19

For a medical emergency hang up and dial 911

Question 20

Answering the phone

Answer 20

By 4th ring
Answer with a smile
Use a title, proper grammar, moderate tone at moderate speed
Identify the office and oneself
Say goodbye and allow caller to hang up first
Be able to give directions and related info if necessary such as parking fees
Receptionist should be familiar with participating insurance plans
Don’t chew gum or eat
Pronounce words correctly

Question 21

Screening calls

Answer 21

Determine the call’s purpose and if it’s an emergency
Office should have a written policy

Question 22

Physicians calls

Answer 22

Physicians should outline criteria for when they will accept patient calls

Question 23

Phone message for physician

Answer 23

Place message with patient’s chart on physician’s desk

Question 24

Physician accepts call

Answer 24

Get callers name and reason for calling before transferring the call

Question 25

Life threatening emergencies

Answer 25

Chest pain
Heavy bleeding after an injury
Bleeding in a pregnant woman
High fever in an infant or very young child
Severe asthma attack
Severe shortness of breath
Possible poisoning or allergic reaction
Obvious broken bone
Sudden confusion, loss of consciousness or change in mental status
Mention of suicide or harm to themselves or others

Question 26

Triage notebook

Answer 26

An algorithm for use in determining the severity of the call

Question 27

Emergency telephone call

Answer 27

If you determine that the call is an emergency stay on the line with the caller
Alert a coworker of the need for assistance
Coworker calls emergency services while the receptionist gets more information
Remain on the line until emergency services arrives
Then document call in the patient’s medical chart and alert the physician

Question 28

Difficult callers

Answer 28

Remain professional and calm
Apologize to the angry caller without accepting blame
The call may be ended if there is continued hostility or swearing
Hang up and document the call in the patient’s chart
Alert the office manager or physician

Question 29

Emotionally upset patients

Answer 29

First determine if the patient is experiencing a current medical emergency.
Proceed from there

Question 30

Hard to understand callers

Answer 30

Listen without interruption
Ask them to repeat
If confusion continues repeat what you heard to see if it’s correct

Question 31

Recording calls

Answer 31

Must tell the caller they are being recorded

Question 32

Call re medical treatment

Answer 32

Should be recorded in the callers chart
Ensure that the physician sees the documentation

Question 33

Telephone messages

Answer 33

Date and time of call
Name of caller (verify spelling)
Name of patient
Name of person caller wants to speak to
Return number
Alert the caller to any possible delays

Question 34

Answering service

Answer 34

Need current information on how to contact the physicians
Information on the physician who is on call

Question 35

Personal phone calls

Answer 35

Policy in place to allow discipline
Not allowed on personal cell phones either
Average worker spends 65 hours a year

Question 36

Calling patients

Answer 36

Have all information and medical chart available
Be aware of the times procedures take as well as any special patient instructions
If medically relevant chart in the patient’s chart

Question 37

Leaving messages

Answer 37

HIPAA compliant
Leave your name, the physician name and the phone number
Do not leave the office name as part of the message

Question 38

Calling other healthcare facilities

Answer 38

Only divulge as much information as necessary

Question 39

Telephone number

Answer 39

Every office should keep a directory of commonly called telephone numbers

Question 40

Long distance calls

Answer 40

Log purpose of call and names and numbers of parties being called
Learn office policies

Question 41

Prescriptions

Answer 41

Write down
Name and telephone number of patient
Birth date of patient
Name of the medication
Name and telephone number of the pharmacy
Give information to the physician

Question 42

Translation services

Answer 42

Contact information should be kept by reception desk
Receptionist usually arranges this
May hire a staff member who speaks a common language in the area
Ethical and legal problems may arise if a family member of the patient is used

Question 43

Seating in medical office reception

Answer 43

Enough seating to accommodate at least 1 hours worth of patients per physician as well as the friends who accompany the patients
Cost racks
Higher chairs for people who have trouble getting up larger chairs

Question 44

Greeting

Answer 44

Greet right away
Or look up and smile
Get photo id
Offer information about the restroom and coat rack
Established-confirm that information hasn’t changed

Question 45

Collecting payments

Answer 45

Before seeing the physician

Question 46

Notify patients of delays

Answer 46

Alert the patient to the delay
Call patients who have not yet arrived if the physician is really running late to allow rescheduling