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18 terms

MOP Phone Techniques Q's for Review

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STUDY
PLAY
A telephone call that is operator assisted or electronically assisted and includes several physicians at separate offices is a(n) _____ call.
(conference, international, message unit, or referenced)
conference
The technical terminology or characteristic idiom of a particular group is called:
(jargon, enunciation, monotone, or salutation)
jargon
A method of selecting the order in which patients receive medical treatment often is referred to as:
(selection, screening, matrixing, or streamlining)
screening
Which of the following best describes the primary goal of "screening" telephone calls?
(determining whether the calls are emergencies, handling calls at the lowest level possible, preventing calls from reaching the physician, or selecting which calls should be forwarded to which staff members through an understanding of the purpose of the call)
selecting which calls should be forwarded to which staff members through an understanding of the purpose of the call
Which of the following greetings is recommended as appropriate for handling incoming calls in an extremely busy medical office?
(Good morning. This is Dr. Bewell's office. Ms. Blakely speaking.; Dr. Bewell's office. Ms. Blakely speaking.; Dr. Bewell's office.; or Thank you for calling Dr. Bewell's office. This is Tina.)
Thank you for calling Dr. Bewell's office. This is Tina.
If your office is in New York and you need to contact a supplier in Seattle, which New York time would be the earliest that you should call to place an order, assuming that the supplier opens at 8 AM?
9 AM
Inflection is:
(a change in pitch, the choice of words, the quality of being clear, or the highness or lowness of sound)
a change in pitch
Diction is:
(the highness or lowness of sound, the quality of being clear, a change in pitch, or the choice of words with regard to clearness)
the choice of words with regard to clearness
The mouthpiece of the telephone handset should be held:
(1 inch from the lips, 1 inch from the chin, below the chin, or three fingers from the lips)
1 inch from the lips
If your office is in California and it is noon, what time is it on the East Coast?
3 PM
Which of the following is not important when taking incoming calls at the physician's office?
(minimizing wait time, identifying the caller, answering the phone promptly, or getting off the phone in less than 2 minutes)
getting off the phone in less than 2 minutes
A pleasing telephone voice is developed by using:
(a monotone, customer service, clarity, or professional jargon)
clarity
Federal, state, county, and city government pages are often organized in telephone directories as the _____ pages.
(yellow, white, orange, or blue)
blue
The continental United States is divided into __________ standard time zones.
4
Legible and complete phone messages are vital, because they can be brought into __________ and offered as evidence.
a court of law
If a patient calls the office and states that his or her condition has not improved since the office visit earlier in the week, the medical assistant can suggest over-the-counter medications that the patient could try. (T or F)
false
Which of the following can be used to keep a record of incoming telephone calls so that no message is overlooked?
(pager, conference call, telephone log, or voice mail)
telephone log
Call __________ allows the user to send calls to another designated number, such as a cell phone.
forwarding