Practice Exercises (Section 2) Flashcards
Which describes the skill of listening?
Listening is an active process / active listening.
This does not influence vocal quality.
Work ethic
What is a characteristic of speaking with a lower, smoother voice?
Speaking from low in the diaphram.
Which of the following is a rule for transferring calls?
Be sure that the person you’re transferring the call to is available.
What are the two traits of effective phone skills?
Warm confidence and genuine concern.
Five things that the traits of effective phone skills will help you do as a medical assistant.
- Deal with patient-service challenges effectively.
- Handle difficult callers with self-assurance.
- Reduce stress and maintain composure, even during a chaotic day.
- Improve marketing skills.
- Make a favorable impression on patients and coworkers.
- Create a sense of trust and preference for your organization in patients.
What is the best way to work with a non-English speaking patient?
Speaking slowly and clearly.
Which is not a tip related to dealing with an angry patient? What to not do-
Speak loudly to maintain control of the situation.
Which is no a consideration when making appointments? - What to not do.
Your personal preferences.
What are buffer periods?
Time for emergency or urgent appointments.
Urgent care centers are an example of which type of appointment system?
Open office hours.
What’s the best way to let a patient know the doctor can see them now?
Barbara, the doctor will see you now. Use first names and not anything else. (No pet names or last names)
What is inappropriate for a private conversation?
Leave a detailed message when the patient is not available. (Make sure they are available and say only what is needed)
