Customer Service In The Medical Office Quiz 1 Customer Service Quiz 1 Email* Name* First Last Practice Name*1. Who does a patient most often complain to about long wait times, high copays or balances due at the time of visit?* a. The doctor b. The manager/biller c. The back office staff d. The front office/reception e. C &D 2. Which of the following makes the greatest impression(s) on patients new to your practice?* a. The initial phone call and the way in which they are accommodated b. The welcoming feeling they receive upon check-in c. A & B d. The magazine selection in the reception area e. The amount of time that they spend in the treatment room 3. When answering the phone, which of the following is most important?* a. Answering on the first ring b. Only placing the caller on hold once c. Smiling through the phone and speaking slowly and clearly d. Only taking small bites of your lunch to keep the caller from hearing you chew e. Finding out which insurance the patient currently has 4. When a patient requests an appointment right away and the schedule is full, which of the following are appropriate to determine?* a. The urgency of the patient’s visit (ex. Diabetic with red, swollen foot) b. How long the patient has been experiencing symptoms c. How they heard about the practice (referral source) d. Finding out which insurance the patient currently has e. A, B, and C 5. When scheduling an appointment that does not require emergent or urgent care, which of the following are not recommended?* a. Asking the patient which days/times work best for their schedule? b. Leaving appointment options open-ended and “squeezing” the patient in whenever they want c. Giving the patient 2 specific appointment options and letting them choose d. Looking at the schedule and determining what will take place at this appointment versus other appointments scheduled around the same time e. Asking the patient if their insurance requires a referral 6. Which information is not required to schedule a new patient appointment?* a. Full given name, address and telephone number b. Nick name c. Reason for visit d. Email address e. Insurance carrier 7. Why do we collect patient email addresses?* a. To communicate practice announcements/e-newsletters b. To send new patient forms that can be completed electronically c. To have a second method of communication on file d. To send funny cat videos from You Tube e. A, B, and C 8. When dealing with difficult patients on the phone, which of the following tactics should be used to handle the situation?* a. Stay calm and do not allow the patient to escalate the conversation b. Place the patient on hold and hope they hang up c. Place the patient on hold and then transfer to the manager d. Keep in mind that the patient (customer) is always “right” and let them know that you understand their position e. A and D 9. When dealing with a difficult patient in person, which of the following responses are appropriate?* a. Match the level of your voice and tone with the patients b. Do what you can at the time to resolve (or research) the issue and follow-up shortly after c. Tell the patient that they will have to take up their issue with the manager or doctor d. Walk away from the patient and get the manger or doctor e. Tell the patient that you are sorry but you can’t help them 10. Which of the following is the least important when greeting patients?* a. Greeting promptly, making eye contact, and smiling b. Politely asking a patient that is on the phone to hold while you greet/check-in the patient in front of you. c. Confirming that demographic and insurance information is updated d. If the patient seems anxious to make them feel at ease e. Alerting the patient that they are very early for their appointment 11. Prior to rooming a patient, which of the following needs to be done?* a. Making sure the room is clean and stocked b. Checking the patient’s chart or schedule to see what they are coming in for c. Finishing paperwork from previously seen patients d. Making sure the doctor is aware of who will be taken in next e. A & B 12. How is it possible to best work together as front and back office staff?* a. Switch roles for brief periods of time to better understand and respect the responsibilities of fellow team members b. Hold frequent staff meetings to address concerns as they arise c. Work together to establish scheduling rules and avoid running behind d. Keep personal issues out of the office whenever possible and focus solely on patient care and communication among staff and doctors e. All of the Above 13. When a pressing matter needs to be discussed between staff, manager and/or doctors, the appropriate method(s) of communicating is/are:* a. Send a quick text b. Leave a sticky note on the desk of the person responsible for handling the matter c. Send a formal email requesting a meeting to address the issue d. Alert the doctor during active clinic hours e. During non-clinic hours, address the doctor, manager or staff member you wish to speak with and set up a time to formally speak f. C & E 14. When is it appropriate to talk/gossip about patients inside or out of the office?* a. Only when there is a medical concern or compliance issue requiring research or attention (never in front of other patients) b. Any time you have the chance between patients c. Only when someone else is discussing that patient d. When the patient is being difficult CAPTCHAEmailThis field is for validation purposes and should be left unchanged. Δ Back to the lesson Go to Team Trainings
