5 Written Questions

1. 1. member's id
   2. date of claim
   3. name of Dr.
2. ask if the caller can hold, AND WAIT for a response.
3. you deliver what u promised
4. your ability to show you care
5. 1. the date and time of call/message
   2. the caller's full name (make sure u use correct spelling)
   3. the company's name and the caller's dept
   4. the phone number

5 Matching Questions

1. Outside distractions may cause you to compete for your callers attention therefore:
2. Assurance
3. Sender
4. Feedback
5. 3 elements of effective greeting

1. a person with a message
2. b your call has to be INTERESTING and to the point.
3. c indicates that the message has been heard and understood.
4. d 1. greeting
   2. identification
   3. solicitation
5. e your ability to convey knowledge and courtesy

5 Multiple Choice Questions

1. your ability to help the patient or customer
   1. Responsiveness
   2. Receiver
   3. Tangibles
   4. Reliability
2. as the practices and forms prescribed by convention or by authority.
   1. Tangibles
   2. Empathy
   3. Receiver
   4. Etiquette is
3. since you and the caller are in different areas it is critically important that you know the callers NAME.
   1. Sub verbal communication
   2. Channel of communicaiton:
   3. Assurance
   4. physical environment:
4. the hearer
   1. Receiver
   2. Empathy
   3. Sender
   4. Tangibles
5. 1. Reliability
   2. Responsiveness
   3. Assurance
   4. Empathy
   5. Tangibles (able to be touched)
   1. Telephone Etiquette includes:
   2. Channel of communicaiton:
   3. Call routing Examples:
   4. There 5 ways a customer will evaluate you:

5 True/False Questions

1. Telephone Etiquette includes: → 1. your tone of voice
   2. some basic telephone manners
   3. Speaking on the level of the caller
   4. Controlling the conversation

   True        False

2. the sender's & receiver's psychological environment → affects how the sender shape the messge and how the receiver takes it.

   True        False

3. physical environment: → your ability to help the patient or customer

   True        False

4. Call routing Examples: → critical lab results - physician, immediately
   progress report from pt - leave a message for physician
   billing or insurance calls - administrative MA
   referrals - clinical MA
   pt. requesting medical advise - physician

   True        False

5. Tangibles → the appearance of the physical facilities & equipment, especially yourself

   True        False