FREE MEDICAL AND STUDY GAMES ABOUT TELEPHONE

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FREE MEDICAL AND STUDY GAMES ABOUT TELEPHONE

ETIQUETTE EXAM QUESTIONS

Actual Qs and Ans Expert-Verified Explanation

This Exam contains:

-Guarantee passing score -35 Questions and Answers -format set of multiple-choice -Expert-Verified Explanation

Question 1: What does it mean to enunciate words?

Answer:

Pronounce them distinctly

Question 2: Why should an assistant smile when talking on the telephone?

Answer:

It will be heard in the voice just as it would be seen in person.Question 3: What technology is used for three or more people in different geographical areas to "meet" by phone?

Answer:

Conference Call Question 4: Another physician calls with an important question and asks to be put through to the office physician immediately. But the office physician is in the middle of a patient exam. What is the most appropriate response for the assistant?

Answer:

Take a message to be returned as soon as possible.

Question 5: What may be found on a standard message form?

Answer:

Date & Time of call, patient's name & Caller's name (correctly spelled), Caller's telephone number, and Reason for the Call.Question 6: A patient calls with a serious condition that is not an emergency, but requires an urgent appointment.What is the most appropriate response for the assistant?

Answer:

Schedule the appointment as early as possible.Question 7: Which of the following telephone greetings is acceptable for a medical office?

Answer:

"Dr. Grabin' office, Samantha speaking, how may I help you?" Question 8: What is the maximum amount of time a caller should be left on hold before the assistant checks back with the caller?

Answer:

1-2 minutes

Question 9: What technology leaves the hands free and is built into the phone?

Answer:

Speakerphone Question 10: What technology allows telephone calls to be sent to another appointed number?

Answer:

Call Forwarding Question 11: Why is it important for the assistant to evaluate the situation before prioritizing treatment?

Answer:

Sometimes a patient may be upset, but there is no medical emergency.

Question 12: Why might an assistant avoid using the term "doctor" when leaving a telephone message for a patient?

Answer:

To protect the patient's privacy Question 13: An assistant is near the waiting room of a medical office, and she is speaking with a patient by telephone. Which of these statements is she permitted to say?

Answer:

"Mr. Dawson, our records show that your insurance has not paid for the tests you underwent last month." Question 14: What is an example of a message is the most acceptable for an assistant to leave when returning a patient's call?

Answer:

"Mrs. Brian, this is Trudy at SureCare. Please call our office at 555-6543, at your earliest convenience so I can schedule a time for your questions to be answered." Question 15: What is the process of evaluating a situation and prioritizing treatment called?

Answer:

Triage

Question 16: Who handles most routine patient telephone calls?

Answer:

Assistant or other medical office staff

Question 17: Which term refers to word choice?

Answer:

Diction Question 18: For which types of telephone calls is it acceptable for the office assistant to take a message much of the time?

Answer:

Patient Calls, Personal Calls, Non-Medical Business Calls, and calls from other medical professionals.

Question 19: Which type of telephone call warrants immediately notifying the physician?

Answer:

Emergency calls Question 20: What is the key response for an assistant who is dealing with an angry telephone caller?

Answer:

Calmly reassuring the caller of concern and intention to help.Question 21: What is determining who is the best person in the facility to handle each telephone call?

Answer:

Screen Question 22: A patient calls to get more instructions for the prescribed treatment. What is the most appropriate response for the assistant?

Answer:

Transfer the call to a nurse.Question 23: What is the use of language and words to send and receive information called?

Answer:

Verbal Communication Question 24: Susan is speaking to a patient. Should she use speaker phone so that her hands are free to take notes in the patient's chart? True or False?

Answer:

False

Question 25: What is the main purpose of using inflection?

Answer:

To emphasize important points in a conversation