5 Written Questions
5 Matching Questions
- Outside distractions may cause you to compete for your callers attention therefore:
- 3 elements of effective greeting
- a person with a message
- b your call has to be INTERESTING and to the point.
- c indicates that the message has been heard and understood.
- d 1. greeting
- e your ability to convey knowledge and courtesy
5 Multiple Choice Questions
- your ability to help the patient or customer
- as the practices and forms prescribed by convention or by authority.
- since you and the caller are in different areas it is critically important that you know the callers NAME.
- the hearer
- 1. Reliability
5. Tangibles (able to be touched)
5 True/False Questions
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
the sender's & receiver's psychological environment → affects how the sender shape the messge and how the receiver takes it.
physical environment: → your ability to help the patient or customer
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
Tangibles → the appearance of the physical facilities & equipment, especially yourself