Telephone Skills for the Eyecare Office, Part 2
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
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
(not in this reading) How many rings should our calls be answered by....?
1
2
3
4
5
6
7
8
9
10
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
When making a call you should let the phone ring how many times before hanging up. Often times it may take an elderly person a bit to get to the phone.
1
2
3
4
5
6
7
8
9
10
Select all that would be considered non-emergent and can be schedule as the schedule allows
Foreign body suspect
Gradual decrease in vision
Running low on contact lenses
Sudden decrease in vision
Chemical splash
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
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