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Medical Assisting > Written & Telephone Communication > Flashcards

Written & Telephone Communication Flashcards

1
Q

What is written documentation for?

A

serve as legal records
- communication

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2
Q

What is the most common envelope size?

A

no. 10
- preprinted

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3
Q

What is on formal business stationary?

A
  • name and address
  • associates
  • phone and fax numbers
  • website information and email
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4
Q

What are the 4 main parts of a business letter?

A
  • heading
  • opening
  • body
  • closing
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5
Q

What is the important rule about faxing?

A

always using cover sheet

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6
Q

Why do we use email?

A

permanent traceable record of communication

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7
Q

What is the most common mail type?

A

first-class mail

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8
Q

What is second-class mail?

A

newspapers and periodicals

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9
Q

What is media mail?

A

third-class mail
- not used by medical offices

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10
Q

What is the most secure type of mail?

A

registered mail

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11
Q

What is TDD?

A

telecommunication device for the deaf
- message received by typed text
- reply by spoken word

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12
Q

What are the 5 c’s of effective communication?

A
  • completeness
  • consideration
  • conciseness
  • concreteness
  • clarity
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13
Q

What should you do before placing patient on hold?

A
  • offer to call back
  • return to caller frequently
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14
Q

What should you do before ending phone conversation?

A
  • summarize important points
  • thank the caller for calling
  • document call in the medical record
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15
Q

What is the role of a MA for calls about appointments?

A

make or change appointments

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16
Q

What is the role of a MA for calls about billing?

A
  • clarify bill or charges
  • help set up payment arrangements if possible
17
Q

What is the role of a MA for calls about diagnostic reports?

A

document what information is given to the patient

18
Q

What is the role of a MA for calls about questions about medications?

A
  • get approval for renewals
  • answer questions
19
Q

What is the role of a MA for calls about reports of symptoms?

A
  • listen carefully and document
  • schedule appointment as needed
20
Q

What is the role of a MA for calls about progress reports?

A
  • route follow-up calls to the physician
  • document call in patient record
21
Q

What is the role of a MA for calls about requests for advice?

A

don’t give medical advice

22
Q

What is the role of a MA for calls about complaints?

A
  • remain calm and listen carefully
  • apologize for any inconveniences
  • follow through to resolve issue
23
Q

What is important to document from a phone call?

A
  • date/time of call
  • name and DOB
  • call back number
  • request or message
  • my name
24
Q

How should a MA place outgoing calls?

A
  • leave info for the patient to call back
  • don’t leave test results

Medical Assisting (51 decks)

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