| A | B |
|---|
| completeness | containing all necessary information |
| clarity | being understandable; legible; free of ambiguity |
| conciseness | to the point; no unnecessary info |
| courtesy | respect toward others |
| cohesive | organized and logical |
| 8 rings or one minute | time you should let a patient's phone ring |
| stay calm and try to pacify the caller | your FIRST priority when responding to an angry patient's complaint |
| most calls to a medical ofice are of this nature | administrative |
| recommended procedure for billing questions | pull the patient's chart and billing info |
| What to do if patient questions bill, but bill is correct | talk to the doctor before responding to the patient |
| What to tell a patient who calls for test results which are abnormal | tell patient that the doctor will call them |
| What to tell a patient who has been overcharged | wait for a corrected statement before sending payment |
| What to do when a patient remains dissatisfied with billing | document all comments and inform physician |
| enunciation | clear and distinct speaking |
| what can happen if you try to do other things while answering phones | errors in messages |
