MOA Chapter 5: Telephone Protocol questions with verified solutions

MOA Chapter 5: Telephone Protocol
questions with verified solutions
Patient requests appointment. - correct answer ✔✔Medical administrative assistant assists with
scheduling appointment.



Patient calls with a possible emergency situation. - correct answer ✔✔Physician or nurse handles
emergency situation.



Patient requests prescription refill. - correct answer ✔✔Physician calls or sends electronic confirmation
to pharmacy; nurse notifies patient to inform as to action taken by physician.



Patient asks to talk with physician or nurse because patient is ill or needs some medical information. -
correct answer ✔✔Physician or nurse, depending on severity of patient illness, call may need to
transferred immediately.



Patient is returning a call to the physician or nurse. - correct answer ✔✔Physician or Nurse communicate
with patient.



Another physician calls for the physician. - correct answer ✔✔Physician



Outside laboratory calls with test results. - correct answer ✔✔Identified staff member requested by
laboratory.



Patient is uncomfortable identifying the reason for the calling. - correct answer ✔✔Nurse



Patient calls for test results. - correct answer ✔✔Physician or nurse communicates test results



Patient calls with insurance or billing question. - correct answer ✔✔Medical administrative assistant
confirms identity of patient and if they are entitled to the information, answer patient's question.