Telephone Skills for the Eyecare Office, Part 2

A professional looking receptionist handling a telephone in an eyecare office, with eye-related equipment in the background, bright and inviting atmosphere.

Mastering Telephone Skills in Eyecare

Enhance your communication skills with our specialized quiz designed for eyecare professionals. This quiz focuses on essential telephone handling techniques, best practices for patient interactions, and knowing when to escalate calls based on urgency.

Assess your knowledge with 15 engaging questions
Understand the importance of privacy and professionalism
Learn how to prioritize patient inquiries effectively

15 Questions4 MinutesCreated by HelpingEyes204

There are 7 key items in a phone message, they are

Date/time, name of who call is to, return phone number, dob of the person taking the message, time to call back, reason, who the message is for

Date/time, who to, who from, return #, reason for call, best time to call back and the person who took the message

Date /time, who the call is for, who the call is from , reason for the call, our phone number, reason for the call, time to call back , initials of who took the call

Any information that you may gather as long as you have 7 items

Which would be a professional and appropriate response to why you need to take a message from a caller:

I'm sorry but Dr. Schmidt does not take calls unless we have screened them first. He's pretty busy.

I'm sorry, Misty has gone out to lunch with a friend and will not be back in the office until 1:00 pm.

I'm sorry, Lindsay is not available to take a call at this time, but may I take a message?

Oh, sweetheart, we never take messages so you'll just have to call us back and hope that we answer.

The Schmidt family has taken their next Disney Cruise. Why is it important to not disclose to the caller where they are.

Which is the appropriate response if you are in doubt of whether or not Dr can take the call

May I put you on hold while I find out if Dr. Schmidt is available to take a phone call?

May I put you on hold while I find out if Dr. Schmidt is available to take your phone call?

How do you know Dr. Schmidt? I need the details first please.

Why don't you just call his cell phone number and leave a message there please.

The caller has identified himself as Scott Goodeye and asks to speak to Barrett. What should your next response be?

Please hold for just one moment while I transfer the call

Is Dr. Schmidt expecting a call from you today?

Are you a patient of Dr. Schmidt's?

Take his name and number and put it on Dr. Schmidts desk

Whether an incoming call or a returning call and you are discussing medical information, it is ok to give that info to someone other than the patient (over 19) as long as the person on the call tells you on the phone that it is ok

True

False

The caller complains of a sudden decrease in vision, when should they be seen

Same day

Next day

Next week

Next 10 minutes

Select all that would be considered non-emergent and can be schedule as the schedule allows

A person presents with red eye, accompanied with pain should be seen

Next day

Next week

Same day

When schedule allows

A person complains of itching, watering and slight burning, they should be seen

Next day

Same day

When schedule allows

Within the week

A person complains of recent onset of double vision, they should be seen

Next day

Same day

When schedule allows

Within the week

While welding, Joe Cool got something in his eye. He should be seen

Next day

Same day

When schedule allows

Within the week

When is it ok to give out the personal phone number of Dr. Schmidt or one of our staff members

If the caller says they are friends with the person

Never without permission

Always, we are all very open

If the caller can ask specific questions to identify their relationship with staff member

Telephone Skills for the Eyecare Office, Part 2

Mastering Telephone Skills in Eyecare

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