MA118 ROW 4 Chapter 22-23

TELEPHONE TECHNIQUE CONCEPTS MA118 Admin Module 1 92022.38 1 . When might the call forwarding feature be used in an ambulatory care setting? 2 . What information should you get from a caller before transferring the call? 3 . Before placing a person on hold, what should the medical assistant do? 4 . A person should be on hold for no longer than _____________________ before the medical assistant checks back with the person. Telephone Techniques 5 . By demonstrating confidence on the phone, it shows ____________________________ and ___________________ to the other person. List 3 ways a medical assistant can be respectful and courteous on the phone. 6 . 7 . List 2 ways to demonstrate active listening when speaking on the phone. List 3 things that shoud be included in your greeting when answering a phone call at a healthcare facility. 8 . 9. How does a medial assistant handle an emergency phone call?

Chapter 22 Telephone Techniques APPOINTMENT SCHEDULING AND RECEPTION CONCEPTS 1 0 . _________________________________ is the process that determines which patients the provider sees, the dates and times of appointments, and how much time is allotted to each patient based on the complaint and the provider's availability. 11 . ___________________________ involves the realization that unforeseen interruptions and delays always occur and must be handled appropriately. 12 . Match the the different scheduling method with the definition . 1 4. When screening patient at the reception desk, what patient conditions require immediate action by the medical assistant? 1 5. 1 6. What action should the medical assistant take when patients have emergent conditions? MA118 Admin Module 1 92022.38 List 6 things that must be obtrained from patients for prescription refill requests. When a person calls requesting information on a current patient, what should the medical assistant do? 1 3. 14 . Multiple patients are given the same appointment time and are seen in the order they arrive Chapter 23 Scheduling and Reception Patients come in anytime during business hours. Patients are given a specific appointment time Patients with similar appointment tyupes are seen on specific days. Usually used for acutely ill or injured patients. F. Group Scheduling E. Open Booking D. Stream Scheduling C. Modified Wave Scheduling B. Wave Scheduling A . Double-Booking 15 . 16 . 17 . 18 . If a medical assistant is unable to greet a patient at the reception desk, what actions can help acknowledge the person?