Question

For each of the following telephone calls, choose the best action for the MA from the following options. Assume that Dr. Warner is in the office seeing patients and a registered nurse is also in the office.

a. Transfer the call to Dr. Warner.

b. Transfer the call to a licensed professional, such as one of the physicians or a nurse.

c. Handle the call.

d. Tell the caller that Dr. Warner is seeing patients, and offer to take a message.

1. The caller identifies himself as Dr. Stephen Miller and asks to speak to Dr. Warner: ___

2. The caller asks for Dr. Warner and states that she wants the results of an MRI done last week: ___

3. The caller says that she has a question about her bill: ___

4. The caller asks for an appointment because the practice has been recommended to her: ___

5. The caller says that her daughter, a patient of Dr. Warner, fell off a swing and screams when anyone touches her left arm: ___

6. The caller identifies herself as a pharmacist and asks for Dr. Warner: ___

7. The caller says that she is calling to get results of a blood test done that morning: ___

8. The caller asks for an appointment because she has a sore throat and fever of 101°F: ___

Answer 1

1. The caller identifies himself as Dr. Stephen Miller and asks to speak to Dr. Warner: d

2. The caller asks for Dr. Warner and states that she wants the results of an MRI done last week: c

3. The caller says that she has a question about her bill: c

4. The caller asks for an appointment because the practice has been recommended to her: c

5. The caller says that her daughter, a patient of Dr. Warner, fell off a swing and screams when anyone touches her left arm: b

6. The caller identifies herself as a pharmacist and asks for Dr. Warner: d

7. The caller says that she is calling to get results of a blood test done that morning: c

8. The caller asks for an appointment because she has a sore throat and fever of 101°F: b