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After completing Chapter 11, you will be able to:
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11.1 Explain how to manage incoming telephone calls. |
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11.2 Explain the importance of communication skills. |
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11.3 Compare the types of calls the medical assistant handles with those the physician or other staff members handle. |
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11.4 Describe how to handle various types of incoming calls from patients and from others. |
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11.5 Discuss the importance of proper telephone etiquette. |
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11.6 Describe the procedures for taking telephone messages. |
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11.7 Explain the basics of the Health Insurance Portability and Accountability Act (HIPAA). |
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11.8 Explain how to retrieve calls from an answering service. |
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11.9 Describe the procedures for placing outgoing calls. |
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11.10 Explain the function of telephone triage in the medical office. |
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11.11 Explain the uses of a facsimile machine in a medical office. |