Determine how the receptionist would screen and transfer incoming telephone calls. Members of the staff are the physician (MD [doctor of medicine]), nurse practitioner (NP), office manager (OM), clinical personnel (RN [registered nurse], LPN [licensed practical nurse], or MA [medical assistant]), insurance supervisor (INS), and bookkeeper (BK).
Write the abbreviations of all those who would be appropriate to receive each telephone call in the space provided. If a message slip would be appropriate, place a check mark on the line (✓). If a return call would be appropriate, place a hash mark on the line (#).
|Telephone Call Description|
|1. Daughter wants to talk to her father, the physician, and he is with a patient.|
|2. Doctor is on another line when a nurse at the hospital telephones regarding a patient. After determining urgency, to whom should the call be directed?|
|3. New patient, ill, wants to speak to physician about recently prescribed medication.|
|4. Patient requests laboratory test results.|
|5. Insurance carrier requests patient information.|
|6. Doctor's wife calls to inquire about time of medical association dinner and doctor is involved with an emergency situation.|
|7. Patient telephones about a recent bill.|
|8. Pharmacy telephones regarding a new prescription.|
|9. Attorney telephones physician regarding malpractice matter.|
|10. Professional society member calls for physician.|
|11. A mother calls about a child who has sunburn.|
|12. Pharmacy requests Rx refill for patient.|
|13. Family member asks for information about a child who is under the doctor's care.|
|14. Patient requests telephone consultation with physician, who is out of the office.|
|15. Pharmaceutical representative asks to make an appointment with physician for sales presentation.|
|16. Another doctor desires to talk to physician, who is available.|
|17. Occupational Safety and Health Administration (OSHA) representative calls about making visit to do inspection.|
|18. Established patient asks to talk to physician, who is unable to take the call.|
|19. Accountant telephones regarding tax records.|
|20. Established patient requests Rx refill.|
|21. Established patient calls to report chest pain.|
|22. Nurse at convalescent home calls regarding a patient refusing all medications.|
|23. Telephone referral request is received from another physician, and your doctor is with a patient.|
|24. Dentist calls to ask if doctor's patient is taking a new drug.|
|25. Former office employee telephones to request a recommendation for a job.|
|26. Put check mark by those needing message slips.|
1. Daughter wants to talk to her father, the physician, and he is with a patient.
Take the message from her and tick mark it . If she wants a call back use #
2. Doctor is on another line when a nurse at the hospital telephones regarding a patient. After determining urgency, to whom should the call be directed?
Call must be directed to the other number in the same department where you can get assistance by different doctor or a person who can inform the concerned doctor regarding the urgency.
3. New patient, ill, wants to speak to physician about recently prescribed medication.
Direct the call to physicians office if he's not available request a call back or try after sometime if the patient is stable.
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