Phone Features Quiz

Which phone feature allows you to hear and speak to the caller without using the handset or a headset?

• Caller id

• Voice mail

• Speakerphone

• Call forward

If I want to speak to several people at the same time over the phone but they are all in different locations, I can use

• Voice mail

• Speakerphone

• The intercom

• Conference call

If I want to transfer all my calls to another location, such as an answering service, I would use the

• Voice mail feature

• Call forwarding feature

• Call hold feature

• Conference call feature

If I have to place a caller on hold I must first always

• Just put them on hold

• Ask them first

• Tell them you have to put them on hold, but apologize

An unexpected, life-threatening situation that requires immediate action is called

• An emergency

• Urgent

• Triage

• Common

Determining which calls should be routed directly to the provider, which to the triage area, or which to the billing office is called

• Triage

• Screening calls

• Transferring calls

• Taking messages

When transferring callers always do this

• Ask them their names, and provide that to the person you are transferring them to

• Ask them call back later

• Ask them to call back, and ask the operator for the number of the person they need and then call the directly

• Ask them to wait on hold until you find the information they need.

Determining the degrees of urgency to a patient based on their condition is called

• Triage

• Screening calls

• Voice mail

• Taking messages

With Radiology and Laboratory reports the medical assistant can always give the patient the results right over the phone.

• True

• False

Most providers prefer that the medical assistant give only normal test results to patients.

• True

• False