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