Deck 22: Telephone Communications

Question 1

Match each "phone tone" with the message it sends to a listener.
I'm enthusiastic about this subject!

A)monotone,flat voice
B)slow speed and low pitch
C)high-pitched,empathetic voice
D)abrupt speed and loud tone
E)high pitch combined with drawn-out speed

Answer 1

high-pitched,empathetic voice

Question 2

When scheduling appointments,you must do all but which of the following?

A) use at least three identifiers of the patient
B) confirm the last appointment date
C) assess the type of appointment needed
D) note the type of appointment needed in the schedule

Answer 2

use at least three identifiers of the patient

Question 3

When obtaining a telephone message from a recording device or outside answering service,you should not:

A) use active listening skills
B) also check the fax machine and patient portal for additional messages
C) list all patients who leave messages so you can pull their charts (or access their EHR)
D) prioritize messages according to the order in which they were received

Answer 3

prioritize messages according to the order in which they were received

Question 4

Match each "phone tone" with the message it sends to a listener.
I'm bored and have absolutely no interest in what you're talking about

A)monotone,flat voice
B)slow speed and low pitch
C)high-pitched,empathetic voice
D)abrupt speed and loud tone
E)high pitch combined with drawn-out speed

Question 5

Which calling feature allows several people in various locations to converse at the same time?

A) voicemail
B) caller ID
C) call waiting
D) conference calling

Question 6

When answering a telephone call,you should not:

A) remain expressionless
B) identify yourself
C) repeat back to the caller any information you record
D) let the caller know when they may expect a response

Question 7

If a caller makes threats,you should:

A) hang up immediately
B) hand the phone over to your supervisor
C) document the information about the caller and the threat and end the call
D) try to calm the caller or wait until he or she hangs up

Question 8

If a caller is requesting information,you should ask if you can call him or her back if it will take you longer than ____ to retrieve it.

A) 30 seconds
B) one minute
C) three minutes
D) five minutes

Question 9

Which of the following is the most appropriate question to ask when scheduling an appointment?

A) Are you a patient here?
B) What do you think is wrong with you?
C) What is the reason for the visit?
D) When would you like to come in?

Question 10

When a patient calls with a medical question,you should:

A) treat the question lightly if you feel the patient's concern is unfounded
B) guess at the answer if you are not sure
C) ask the patient to call back at a later time when the doctor is not busy
D) document the patient's information and relay it to the doctor for review

Question 11

You do not need to include which of the following types of information when transmitting a prescription refill request to a pharmacy?

A) dosage information
B) date the prescription was first filled
C) number of refills
D) name of the medication

Question 12

When documenting a telephone call,you should:

A) include your own name or initials
B) only record the patient's reason for calling
C) always mark the message "URGENT"
D) never attach anything to the message before you pass it on to the physician

Question 13

Match each "phone tone" with the message it sends to a listener.
I don't believe what I'm hearing

A)monotone,flat voice
B)slow speed and low pitch
C)high-pitched,empathetic voice
D)abrupt speed and loud tone
E)high pitch combined with drawn-out speed

Question 14

It is most appropriate to use an answering machine:

A) only when all lines are busy
B) anytime the office is closed
C) during the office lunch break
D) when you are too busy with other work to answer the phone

Question 15

Match each "phone tone" with the message it sends to a listener.
I'm depressed and want to be left alone

A)monotone,flat voice
B)slow speed and low pitch
C)high-pitched,empathetic voice
D)abrupt speed and loud tone
E)high pitch combined with drawn-out speed

Question 16

Match each "phone tone" with the message it sends to a listener.
I'm angry and not open to input

A)monotone,flat voice
B)slow speed and low pitch
C)high-pitched,empathetic voice
D)abrupt speed and loud tone
E)high pitch combined with drawn-out speed

Question 17

A phone screening manual is sometimes called a(n)_____ manual.

A) priority
B) authorization
C) triage
D) employee

Question 18

If you are speaking to a patient face-to-face at the office and the phone rings,you should:

A) let it go unanswered
B) say,"excuse me for a moment,please," and answer the call
C) answer the call while you continue talking with the patient in the office
D) pick up the phone and say,"please hold," then go back to your conversation

Question 19

If a person claiming to be a patient's attorney calls to request information from the patient's medical record,you should:

A) provide it promptly
B) refuse to provide it
C) verify that the attorney is authorized to receive it and provide it promptly
D) verify that the attorney is authorized to receive it and offer to call them back

Question 20

Phone menus are designed to:

A) increase efficiency
B) route all calls to a central operator
C) disconnect the caller if none of the menu options apply to the call
D) keep the caller on hold

Question 21

Match each term with its definition.
Often allows you to select a priority level,depending on the time sensitivity of the message

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)interpreter service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 22

​Match the term to its definition (note some answers may be used more than once).
​A combination of practice management and electronic medical records

A)​electronic health record (EHR)
B)electronic medical record (EMR)
C)practice management (PM)
D)hybrid
E)​patient portal

Question 23

​On average,it takes a person how long to pick up on your attitude from listening to the tone of your voice?

A) ​10 seconds
B) ​30 seconds
C) ​one minute
D) ​three minutes

Question 24

​The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
​Hear them out

A)​H
B)E
C)A
D)T

Question 25

Match each term with its definition.
Allows participants in different locations to hear and see each other at the same time

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)interpreter service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 26

​The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
​Take action

A)​H
B)E
C)A
D)T

Question 27

​Match the term to its definition (note some answers may be used more than once).
​Patient records in a digital format

A)​electronic health record (EHR)
B)electronic medical record (EMR)
C)practice management (PM)
D)hybrid
E)​patient portal

Question 28

Match each term with its definition.
May be used to allow patients to request prescription refills

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)interpreter service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 29

​Match the term to its definition (note some answers may be used more than once).
patients can create their own electronic health records;communicate with their provider electronically;request lab results,referrals,and appointments

A)​electronic health record (EHR)
B)electronic medical record (EMR)
C)practice management (PM)
D)hybrid
E)​patient portal

Question 30

Match each term with its definition.
Authorizes access to a patient's personal information

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)interpreter service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 31

Match each term with its definition.
Prevents you from disclosing patient information over the telephone to unauthorized parties

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)interpreter service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 32

Match each term with its definition.
Can be used to help compile contact information for community resources

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)interpreter service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 33

​Match the term to its definition (note some answers may be used more than once).
​Refers to the interoperability of electronic medical records,or the ability to share medical records with other health care facilities

A)​electronic health record (EHR)
B)electronic medical record (EMR)
C)practice management (PM)
D)hybrid
E)​patient portal

Question 34

Match each term with its definition.
Takes patient calls during non-office hours and relays messages to the office or on-call doctor

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)interpreter service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 35

​Match the term to its definition (note some answers may be used more than once).
​Software provides the medical office the electronic component to deal with day-to-day financial and administrative operations of a medical practice;software allows information to be pulled from the patient's record and populated in the financial components of the patient account.

A)​electronic health record (EHR)
B)electronic medical record (EMR)
C)practice management (PM)
D)hybrid
E)​patient portal

Question 36

Match each term with its definition.
Used for reference when placing long-distance phone calls

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)interpreter service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 37

​Match the term to its definition (note some answers may be used more than once).
​A combination of electronic,wireless,or paper records

A)​electronic health record (EHR)
B)electronic medical record (EMR)
C)practice management (PM)
D)hybrid
E)​patient portal

Question 38

Match each term with its definition.
Should be filled out when a threatening call is received

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)interpreter service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 39

Match each term with its definition.
System designed to address patients' language needs

A)Health Insurance Portability and Accessibility Act (HIPAA)
B)Confidential Communication Preference (CCP)
C)interpreter service
D)electronic message template
E)answering service
F)patient portal
G)time zone map
H)Unusual Occurrence Report (UOR)
I)teleconferencing
J)search engines

Question 40

​The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
​Apologize

A)​H
B)E
C)A
D)T

Question 41

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
​Is it necessary?

A)T
B)H
C)I
D)N
E)K

Question 42

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
Is it inspiring?

A)T
B)H
C)I
D)N
E)K

Question 43

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
​If requesting prescription,include name and phone number of pharmacy,drug name,dosage,last refill date

A)​Yes
B)​No

Question 44

​When a patient calls and asks to speak directly with the provider,never respond by saying:

A) ​The doctor is with a patient now.
B) ​May I take a message and we will reply as soon as possible?
C) ​Is there anything I can help you with?
D) ​The doctor is busy.

Question 45

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
​Caller's full name,spelled correctly,date of birth,M/F

A)​Yes
B)​No

Question 46

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
​The tone and inflection perceived from the message

A)​Yes
B)​No

Question 47

​Before you transfer a patient's call to another department or office:

A) ​Give the caller the phone number,extension,and name of person to whom you are transferring to.
B) ​Signal (or page)the person in the department you are transferring to and when the person answers,explain who is waiting to speak to him or her and give a brief summary of the issue.
C) ​Pull the chart for the provider if the patient is calling for information,and have the pertinent data readily available (e.g. ,labs,test result,consult,chart notes).
D) ​All of the above

Question 48

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
​Action required (attach to message or chart if available;if not available,state so)

A)​Yes
B)​No

Question 49

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
​Report the call on the UOR form

A)​Yes
B)​No

Question 50

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
​Date,time of call,initials of person receiving call

A)​Yes
B)​No

Question 51

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
Is it true?

A)T
B)H
C)I
D)N
E)K

Question 52

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
​Threats received

A)​Yes
B)​No

Question 53

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
​Your coworkers' comments about the patient

A)​Yes
B)​No

Question 54

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
​Negative comments about the patient's attitude

A)​Yes
B)​No

Question 55

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
​Is it kind?

A)T
B)H
C)I
D)N
E)K

Question 56

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
​If requesting lab or test information (results),attach report to message

A)​Yes
B)​No

Question 57

​When responding to a nonemergency phone call and the person needs additional information,it is appropriate to respond:

A) ​Excuse yourself from the phone call by saying,"May I put you on hold for a moment?"
B) ​"May I call you back with that information?"
C) ​Confirm the patient's phone number before hanging up because it might have changed since the patient's last appointment.
D) ​All of the above

Question 58

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
​A detailed and accurate message indicating nature of the call

A)​Yes
B)​No

Question 59

​The THINK technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
​Is it helpful?

A)T
B)H
C)I
D)N
E)K

Question 60

​The HEAT technique is one way to keep your attitude in check.Match each letter to the definition of the acronym.
​Be empathetic

A)​H
B)E
C)A
D)T

Question 61

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
​OSHA

A)​frequently called numbers
B)​community resources for patient health care needs
C)​community resources for emergency preparedness

Question 62

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
​IT department

A)​frequently called numbers
B)​community resources for patient health care needs
C)​community resources for emergency preparedness

Question 63

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
​Fire department

A)​frequently called numbers
B)​community resources for patient health care needs
C)​community resources for emergency preparedness

Question 64

​Identify "Yes" or "No" whether the action described is considered a key element when recording a phone message to the patient's chart.
​Phone number of caller-including the area code if appropriate-and if okay to leave message (verify with CCP)

A)​Yes
B)​No

Question 65

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
​Referrals and authorizations department

A)​frequently called numbers
B)​community resources for patient health care needs
C)​community resources for emergency preparedness

Question 66

Some helpful tips when scheduling appointments includes a general list of "Do's" and "Don'ts." Identify each phrase as a "Do" or "Don't."
​What is the reason for the visit?

A)​Do
B)​Don't

Question 67

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
​CDC (including vaccine information,travel advisories,etc. )

A)​frequently called numbers
B)​community resources for patient health care needs
C)​community resources for emergency preparedness

Question 68

Some helpful tips when scheduling appointments includes a general list of "Do's" and "Don'ts." Identify each phrase as a "Do" or "Don't."
​What is the problem?

A)​Do
B)​Don't

Question 69

​When it comes to your personal mobile device,it would be considered best practice to:

A) ​put the phone away during office hours
B) ​use the phone to take pictures of any suspicious injuries to a patient
C) ​accept or return personal calls during work time
D) ​keep your phone on vibrate while taking vital signs

Question 70

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
​Home health services

A)​frequently called numbers
B)​community resources for patient health care needs
C)​community resources for emergency preparedness

Question 71

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
​Lab services and locations

A)​frequently called numbers
B)​community resources for patient health care needs
C)​community resources for emergency preparedness

Question 72

​Electronic prescription refill requests is commonly referred to as:

A) patient portal
B) ​minute prescriptions
C) ​medication management
D) ​e-prescribing

Question 73

Some helpful tips when scheduling appointments includes a general list of "Do's" and "Don'ts." Identify each phrase as a "Do" or "Don't."
​Do you prefer mornings or afternoons?

A)​Do
B)​Don't

Question 74

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
​911

A)​frequently called numbers
B)​community resources for patient health care needs
C)​community resources for emergency preparedness

Question 75

Some helpful tips when scheduling appointments includes a general list of "Do's" and "Don'ts." Identify each phrase as a "Do" or "Don't."
​When were you last seen by the doctor?

A)​Do
B)​Don't

Question 76

​Your provider has a scheduling template that has three time slots held for same day or urgent visits,two in the morning,and one in the afternoon.When booking a same-day or urgent visit,you should:

A) ​book same-day appointments for patients requiring more immediate attention
B) ​fill your morning appointments first
C) ​fill your afternoon appointment first
D) both a and b

Question 77

Some helpful tips when scheduling appointments includes a general list of "Do's" and "Don'ts." Identify each phrase as a "Do" or "Don't."
​When would you like to come in?

A)​Do
B)​Don't

Question 78

​It is a good idea to keep an up-to-date index of your most frequently called numbers by the telephone,as well as resources for patients and emergency preparedness.Match the type of list with the descriptions.
​Police department

A)​frequently called numbers
B)​community resources for patient health care needs
C)​community resources for emergency preparedness

Question 79

Some helpful tips when scheduling appointments includes a general list of "Do's" and "Don'ts." Identify each phrase as a "Do" or "Don't."
​Are you a patient here?

A)​Do
B)​Don't

Question 80

​The use of mobile devices (smartphone,cellular phone,tablet,etc. )in health care settings is rapidly increasing.Which of the following is not considered a concern when using mobile devices?

A) ​HIPAA
B) ​privacy
C) ​convenience and connectivity
D) ​source of contamination