Study sets matching "telephone techniques"

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Study sets matching "telephone techniques"

29 terms
Telephone Techniques
When answering phones in the medical o…
Identify the caller by
Screen the call
Answer the phone on the
No jargon... Speak distinctly... Clear pronunciation... And enunciatio…
Repeat the callers name in conversation. ... Use their name 2-3…
Provides guidance on the type of calls to be routed the physi…
First ring no later than the third
When answering phones in the medical o…
No jargon... Speak distinctly... Clear pronunciation... And enunciatio…
Identify the caller by
Repeat the callers name in conversation. ... Use their name 2-3…
26 terms
telephone techniques
etiquette
pronounciation
advance scheduling
cluster scheduling
good manners
the sounding out of words
booking an appointment several weeks or even months in advance
the scheduling of similar appointments together at certain ti…
etiquette
good manners
pronounciation
the sounding out of words
25 terms
Telephone Techniques
give the patient the results if the ph…
Intruct the caller to dial 911 for an…
Have the physician return the patient'…
Pull the patient's chart and billing i…
When a patient calls the office for the result of a lab test…
Which of the following office procedures should be followed i…
If you are uncertain about giving particular information to t…
The recommended procedure for handling billing inquiries is to
give the patient the results if the ph…
When a patient calls the office for the result of a lab test…
Intruct the caller to dial 911 for an…
Which of the following office procedures should be followed i…
Telephone Techniques
pronunciation
volume
speed
transferring calls
the accepted standard of sound and rhythm for words in a give…
Dynamics
Distance/time
send them from one office telephone extension to another
pronunciation
the accepted standard of sound and rhythm for words in a give…
volume
Dynamics
12 terms
Telephone Techniques
answering service
automated assistance program
caller ID
clarity
agency that answers the phone calls and forwards messages to…
telephone system that directs calls to a recipient based on t…
program to identify who is calling the recipient
quality or state of being understandable
answering service
agency that answers the phone calls and forwards messages to…
automated assistance program
telephone system that directs calls to a recipient based on t…
23 terms
telephone techniques
answering service
automatic call routing
call forwarding
caller id
A commercial service that answers telephone calls for its cli…
A system that distributes incoming calls to a specific group…
a telephone feature that allows calls made to one number to b…
a feature that identifies and displays the telephone numbers…
answering service
A commercial service that answers telephone calls for its cli…
automatic call routing
A system that distributes incoming calls to a specific group…
Telephone techniques
Automated Voice Response Unit
Enunciation
Etiquette
Interactive Pager
Automated answering unit with a recorded voice that offers th…
Clear and distinct speaking.
Good manners.
A pager designed for two-way communication. The pager screen…
Automated Voice Response Unit
Automated answering unit with a recorded voice that offers th…
Enunciation
Clear and distinct speaking.
12 terms
Telephone techniques
Clarity
Enunciation
Inflection
Pitch
Refers to quality or state of being understandable
Refers to clear articulation and pronunciation of words.
Refers to the changes in pitch and tone of your voice as you…
Frequency of voice
Clarity
Refers to quality or state of being understandable
Enunciation
Refers to clear articulation and pronunciation of words.
17 terms
Telephone techniques
Etiquette
Pronunciation
Advance scheduling
Cluster scheduling
Good manners
The shounding out of words
Booking an apointement several weeks or months in advance
The scheduling of similar appointments together ag a certain…
Etiquette
Good manners
Pronunciation
The shounding out of words
17 terms
Telephone Techniques
Etiquette
Pronunciation
Advance scheduling
Cluster scheduling
Good manners
The sounding out of words
Booking an appointment several weeks or even months in advance
The scheduling of similar appointments together at a certain…
Etiquette
Good manners
Pronunciation
The sounding out of words
14 terms
telephone techniques
automated voice response unit
enunciation
etiquette
pitch
automated telephone answering system
speaking good, enable the person to whom you are speaking to…
handling call politely and professionally
when talking on the phone you should use a normal conversatio…
automated voice response unit
automated telephone answering system
enunciation
speaking good, enable the person to whom you are speaking to…
Telephone Techniques
Emergency Triage
Enunciation
Intercom
Pronunciation
The screening and sorting of emergency situations.
Clear pronunciation; accent; articulation.
A two-way communication system with a microphone and loudspea…
The way a word or a language is customarily spoken.
Emergency Triage
The screening and sorting of emergency situations.
Enunciation
Clear pronunciation; accent; articulation.
10 terms
Telephone Techniques
pronunciation
volume
speed
transferring calls
the accepted standard of sound and rhythm for words in a give…
Dynamics
Distance/time
send them from one office telephone extension to another
pronunciation
the accepted standard of sound and rhythm for words in a give…
volume
Dynamics
Telephone Techniques
Demographic
Specific Time
No-Show
Triage
Age, gender, ethnic background, education & social security n…
Each pt is given a specific time slot depending on the reason…
When a pt does not show up to keep appointment
Assessing the emergency care needed by pt
Demographic
Age, gender, ethnic background, education & social security n…
Specific Time
Each pt is given a specific time slot depending on the reason…
Telephone Techniques
clarity
competent
cultivate
diction
the quality or state of being clear.
having adequate abilities or qualities
to foster the growth of; to improve by labor, care or study.
the choice of words, especially with regard to clearness, cor…
clarity
the quality or state of being clear.
competent
having adequate abilities or qualities
16 terms
telephone techniques
PDA
types of contact
purpose of phone contact
responsibility of MA when someone is o…
personal digital assistant (smartphone)
face to face, phone, conference call
to recieve and make refferals, request lab results, call in R…
apologize, check in every 30 seconds,
PDA
personal digital assistant (smartphone)
types of contact
face to face, phone, conference call
Telephone techniques
Completeness.
Clarity.
Courtesy.
Cohesiveness.
The message must contain all necessary information.
The message must be legible.
The message must be respectful and considerate of others.
The message must be organized and logical.
Completeness.
The message must contain all necessary information.
Clarity.
The message must be legible.
13 terms
Telephone Techniques
bilingual
call forwarding
confidentiality
empathy
capable of conversing in two languages
technology that enables a telephone call to reach a specific…
principle of keeping personal, medical, and financial informa…
understanding the emotions and thoughts of another
bilingual
capable of conversing in two languages
call forwarding
technology that enables a telephone call to reach a specific…
20 terms
telephone techniques
calls from physicians relatives maybe…
If right in the middle of female exam,…
Calls from physician relatives may be…
calls from other physicians are put th…
...
...
...
...
calls from physicians relatives maybe…
...
If right in the middle of female exam,…
...
Telephone Techniques
clarity
competent
enunciation
inflection
the state of being clear
Having adequate abilities or qualities; having the capacity t…
utterance of articulate, clear sounds
A change in pitch or loudness of the voice.
clarity
the state of being clear
competent
Having adequate abilities or qualities; having the capacity t…
14 terms
Telephone Techniques
Telephone Techniques
Screening Calls
Verbal Escort
Rule of 3
professional manner one uses on a telephone
process of evaluating characteristics of a telephone call bef…
Preannounce the call
use caller's name 3 times
Telephone Techniques
professional manner one uses on a telephone
Screening Calls
process of evaluating characteristics of a telephone call bef…
6 terms
Telephone Techniques
What is the responsibility of an MA wh…
What does an automated voice response…
What are interactive pagers?
What are 2 main communication skills?
Etiquette, routing calls, triaging calls, and taking messages
places routine phone calls to patients
designed for 2 way communication. receiver can respond back
using tact and sensibility, and being genuine
What is the responsibility of an MA wh…
Etiquette, routing calls, triaging calls, and taking messages
What does an automated voice response…
places routine phone calls to patients
5 terms
Telephone Techniques
how far should the mouth piece be away…
What is important about keeping messag…
What 7 items should you collect while…
when ending the call what are the 2 mo…
1"
it can be used in the court of law
1. who is the call for?... 2. Who is calling?... 3. caller's phone…
saying thank you and making sure they hang up first
how far should the mouth piece be away…
1"
What is important about keeping messag…
it can be used in the court of law
Telephone Techniques
Which is MOST important when the medic…
What is the first thing the medical as…
When answering the telephone, what is…
Which of the following is NOT an impor…
Be courteous with a positive attitude and personality
Identify the practice and himself/herself
"May I ask who is calling, please?"
Speaking louder than normally
Which is MOST important when the medic…
Be courteous with a positive attitude and personality
What is the first thing the medical as…
Identify the practice and himself/herself
22 terms
Chapter 9 Telephone Techniques
Clarity
Competent
Cultivate
Diction
The quality or state of being clear
Having adequate abilities or qualities; having the capacity t…
to foster the growth of; to improve by labor; care, or study
The choice of words, especially with regard to clearness, cor…
Clarity
The quality or state of being clear
Competent
Having adequate abilities or qualities; having the capacity t…
26 terms
Telephone techniques
Etiquette
Pronunciation
Advance scheduling
Cluster scheduling
Good manners
The sounding out of words
Booking an appointment several weeks or even months in advance
The scheduling of similar appointments together at a certain…
Etiquette
Good manners
Pronunciation
The sounding out of words
Telephone Technique
Types of calls:... Incoming
Taking Messages
Outgoing calls
Telephone Technology
-Screen calls that are coming in for the DDS... -Know his office…
-Be thorough... -Record all necessary information... *Date and tim…
-Be aware of the office policy on personal phone call while a…
Answering services:... -Can be a live operator calls place to th…
Types of calls:... Incoming
-Screen calls that are coming in for the DDS... -Know his office…
Taking Messages
-Be thorough... -Record all necessary information... *Date and tim…
25 terms
Telephone Technique
Ausculation
Clarity
Cognitive
Competent
Listening to body with sethoscope
quality of being clear
Pertaining to operation of mind
Having adequte abilities
Ausculation
Listening to body with sethoscope
Clarity
quality of being clear
12 terms
Telephone technique
Pronunciation
Enunciation
Message
Sender
Speaking it correctly
Using the pronunciation correctly
Whatever's being communicated
Someone who's sending the message
Pronunciation
Speaking it correctly
Enunciation
Using the pronunciation correctly
Telephone Techniques Chapter 8
established patients, new patients, re…
multiple-line telephone
multiple-line telephone
headset
what are the sources of most calls
even the smallest of healthcare facility has at least two tel…
allows you to transfer calls and possibly set up conference c…
can improve your ergonomics and improve neck strain... combinati…
established patients, new patients, re…
what are the sources of most calls
multiple-line telephone
even the smallest of healthcare facility has at least two tel…
Chapter 13 telephone techniques
Tha first thing you should do when ans…
What types of calls can MA answers
Has types of call require de Doctors p…
If you are uncertain about whether to…
Great the person and say the name of the office doctor.
CMA answer appoiment call and billing inquiries x ray in labo…
Doctor can personal call, call from others doctors, report fr…
Making an appoiment to come in to the office
Tha first thing you should do when ans…
Great the person and say the name of the office doctor.
What types of calls can MA answers
CMA answer appoiment call and billing inquiries x ray in labo…
Chapter 13: Telephone Techniques
automated voice response unit
enunciation
etiquette
telephone etiquette
automated telephone answering unit/system with a recorded voi…
clear and distinct speaking ~~is the opposite of mumbling... (…
good manners
handling all calls politely and professionally using good man…
automated voice response unit
automated telephone answering unit/system with a recorded voi…
enunciation
clear and distinct speaking ~~is the opposite of mumbling... (…
Telephone Techniques - week 1
Appease
automated attendent systems
conference call
Confidential
To make peaceful or quiet
Provides recordings in the form of a menu to guide a caller t…
Ability for a caller to be connected simultaneously with a nu…
Containing information that requires authorization for disclo…
Appease
To make peaceful or quiet
automated attendent systems
Provides recordings in the form of a menu to guide a caller t…
Chapter 7 - Telephone Techniques
Answering Service
Automated Assistance Program
Caller ID
Clarity
This service can be in effect 24 hours a day or just at desig…
A telephone system that directs callers to the appropriate pe…
This function allows for telephone owners to know who is call…
Refers to the quality or state of being understand.
Answering Service
This service can be in effect 24 hours a day or just at desig…
Automated Assistance Program
A telephone system that directs callers to the appropriate pe…
28 terms
Chapter 9: Telephone Techniques
A telephone call that is assisted or e…
The technical terminology or character…
What can be used to keep a record of i…
A method of selecting the order in whi…
Conference
Jargon
Telephone Log
Screening
A telephone call that is assisted or e…
Conference
The technical terminology or character…
Jargon
17 terms
Ch. 9 Telephone Techniques
clarity
competent
cultivate
diction
the quality or state of being clear
having adequate abilities or qualiities
to foster the growth of
the choice of words, especially with regard to clearness, cor…
clarity
the quality or state of being clear
competent
having adequate abilities or qualiities
23 terms
Chapter 8 Telephone Techniques
Anwsering service
Automatic call routing
Call forwarding
Caller ID
A commercial service that anwsers telephone calls for its cli…
A system that distributes incoming calls to a specific group…
A telephone feature that allows calls made to one number to b…
A feature that identifies and displays the telephone number o…
Anwsering service
A commercial service that anwsers telephone calls for its cli…
Automatic call routing
A system that distributes incoming calls to a specific group…
15 terms
Chapter 9 telephone techniques
Semantics
Paraphrasing
Feedback
Multitasking
Meaning of a word,phrase sentence or text
Express the meaning of using other words
To determine whether the caller understand the message.
Performing multiple tasks at the same time
Semantics
Meaning of a word,phrase sentence or text
Paraphrasing
Express the meaning of using other words
8 terms
Chapter 13 Telephone Techniques
Automated Voice Response Unit
Enunciation
Etiquette
Interactive Pager
A voice response unit (VRU) is an automated telephone answeri…
to make a clear statement of (ideas, beliefs, etc.)
the customary code of polite behavior in society or among mem…
A pager designed for two-way communication. The pager screen…
Automated Voice Response Unit
A voice response unit (VRU) is an automated telephone answeri…
Enunciation
to make a clear statement of (ideas, beliefs, etc.)
23 terms
Telephone Techniques Vocab
Answering Service
Automatic call routing
Call forwarding
Caller ID
A commercial service that answers telephone calls for clients
A system that distributes incoming calls to a specific group…
A telephone feature that allows calls made to one number to b…
A feature that identifies and displays the telephone numbers…
Answering Service
A commercial service that answers telephone calls for clients
Automatic call routing
A system that distributes incoming calls to a specific group…
Chapter 8- Telephone Techniques
Answering service
Automatic call routing
Call forwarding
Caller Id
A commercial service that answers telephone calls for its cli…
A systems that distributes incoming calls to a specific group…
A telephone feature that allows calls made to one number to b…
A feature that identifies and display is the telephone number…
Answering service
A commercial service that answers telephone calls for its cli…
Automatic call routing
A systems that distributes incoming calls to a specific group…
Chapter 39 telephone techniques
enunciation
pager
personal digital assistant PDA
smartphone
the act of peaking clearly and concisely
an electronic device that notifies the recipient to receive a…
a portable handheld computing device with access to various r…
a cell phone with computer capabilities
enunciation
the act of peaking clearly and concisely
pager
an electronic device that notifies the recipient to receive a…
CHAPT 39 Telephone Techniques
enunciation
pager
personal digital assistant
smartphone
the act of speaking clearly and concisely
an electronic device that notifies the recipient to receive a…
a portable handheld computing device with access to various r…
a cell phone with computer capabilities
enunciation
the act of speaking clearly and concisely
pager
an electronic device that notifies the recipient to receive a…
Chapter 39 Telephone Techniques
Enunciation
Pager
Personal digital assistant(PDA)
Smartphone
The act of speaking clearly and concisely.
An electronic device that notifies the recipient to recieve a…
A portable handheld computing device with access to variuous…
A cell phone with computer capabilities
Enunciation
The act of speaking clearly and concisely.
Pager
An electronic device that notifies the recipient to recieve a…
15 terms
MA Ch. 9 Telephone Techniques
clarity
competent
diction
enunciation
The quality or state of being clear
Having adequate abilities or qualities; having the capacity t…
The choice of words, especially with regard to clearness, cor…
The utterance of articulate, clear sounds
clarity
The quality or state of being clear
competent
Having adequate abilities or qualities; having the capacity t…
Chapter 8 Telephone Techniques
answering service
automatic call routing
call forwarding
caller ID
A commercial service that answers telephone calls for its cli…
A system that distributes incoming calls to a specific group…
A telephone feature that allows calls made to one number to b…
A feature that identifies and displays the telephone numbers…
answering service
A commercial service that answers telephone calls for its cli…
automatic call routing
A system that distributes incoming calls to a specific group…
Chapter 8 Telephone Techniques
answering service
automatic call routing
call forwarding
caller ID
a commercial service that answers telephone calls for its cli…
a system that distributes incoming calls to a specific group…
a telephone feature that allows calls made to one number to b…
a feature that identifies and displays the telephone numbers…
answering service
a commercial service that answers telephone calls for its cli…
automatic call routing
a system that distributes incoming calls to a specific group…
Chapter 39 Telephone Techniques
Enunciation
Pager
Personal digital assistant (PDA)
Smartphone
The act of speaking clearly and concisely.
An electronic device that notifies the recipient to receive a…
A portable handheld computing device with access to various r…
A cell phone with computer capabilities.
Enunciation
The act of speaking clearly and concisely.
Pager
An electronic device that notifies the recipient to receive a…
Telephone Techniques Vocabulary
answering service
automatic call routing
call forwarding
caller ID
A commercial service that answers telephone calls for its cli…
A system that distributes incoming calls to a specific group…
A telephone feature that allows calls made to one to be forwa…
A feature that identifies and displays the telephone numbers…
answering service
A commercial service that answers telephone calls for its cli…
automatic call routing
A system that distributes incoming calls to a specific group…
Telephone Techniques Chapter 8
established patients, new patients, re…
multiple-line telephone
multiple-line telephone
headset
what are the sources of most calls
even the smallest of healthcare facility has at least two tel…
allows you to transfer calls and possibly set up conference c…
can improve your ergonomics and improve neck strain... combinati…
established patients, new patients, re…
what are the sources of most calls
multiple-line telephone
even the smallest of healthcare facility has at least two tel…
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