RC_Patient Call Handling Quiz

What should you do if the phone number the patient gives you is different from the one that auto-fills in the console?

• Ignore the discrepancy

• Change the number in the console to the correct one

• Call the patient back to confirm

• Leave the number as it is

When should you check the "New Patient Checkbox"?

• When the caller is a returning patient

• When the caller is a new patient

• When the caller is a dentist

• When the caller is a pharmacy

What should you do if the office name does not autofill in the console?

• Ignore it

• Notify your manager and select the correct office from the list

• Enter a random office name

• Leave the field blank

When should you check the "Mark as Urgent Checkbox"?

• For any dental appointment

• Only if it is a dental emergency

• For new patient appointments

• For follow-up appointments

Which of the following is NOT a reason to check the "Mark as Urgent Checkbox"?

• Patients in pain of 6 and above

• Patient has a tooth that is bleeding/swollen

• Patient states they have called multiple times

• Patient is scheduling a routine check-up

What should you do if you do not speak Spanish and receive a call from a Spanish-speaking caller?

• Check the "Spanish-Speaking Caller Helped" box

• Ignore the "Spanish-Speaking Caller Helped" box

• Try to communicate in English

• Transfer the call to another department

What should you do if you speak Spanish and help a Spanish-speaking caller?

• Ignore the "Spanish-Speaking Caller Helped" box

• Check the "Spanish-Speaking Caller Helped" box

• Transfer the call to another department

• End the call immediately

What information should you always verify for a patient?

• Patient's address

• Patient's phone number

• Patient's email

• Patient's insurance details

What should you do if you schedule multiple patients?

• Put all patient names in the box

• Put one patient name in the box and include the others in the call notes/action taken

• Only schedule one patient at a time

• Cancel the appointments

If Amanda calls to schedule an appointment for her son Freddy, whose name should you put in the patient name?

• Amanda's name

• Freddy's name

• Both Amanda's and Freddy's names

• Neither name