Medical Office Telephone Etiquette Flashcard

Front

Which of the following is considered the first step when answering the phone in a medical office?
Options:
Asking the caller's name,
Introducing the office and yourself,
Placing the caller on hold,
Taking a message

Back

Introducing the office and yourself

Front

What is the primary reason for answering the telephone in a professional manner in a medical office?

Back

To create a positive first impression

Front

When answering the phone, the medical assistant should:

Back

Identify the office and their name

Front

What should a medical assistant do when placing a caller on hold?

Back

Ask for the caller’s permission before placing them on hold

Front

What should be included in a message taken for a healthcare provider?

Back

The patient's telephone number

Front

Which of the following is an important aspect of active listening when answering the phone?
- Preparing a response before the caller finishes
- Interrupting the caller to offer solutions
- Giving the caller your full attention and acknowledging their message
- Providing immediate medical advice

Back

Giving the caller your full attention and acknowledging their message

Front

What should a medical assistant do when a caller is upset or angry?

Back

Acknowledge the caller’s frustration and remain calm.

Front

Which of the following is an example of good telephone etiquette? Using slang or jargon, Answering the phone within three rings, Speaking loudly so the caller can hear you clearly, Asking personal questions to establish rapport

Back

Answering the phone within three rings

Front

How should a medical assistant handle calls from patients requesting prescription refills?

Back

Record the request and forward it to the physician or pharmacist.

Front

What is the purpose of screening telephone calls in a medical office?

Back

To prioritize and direct calls to the appropriate person