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Telephone Management Quiz
1
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The total impact of a message given to patients over the office telephone is the MOA’s tone of voice?
3
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All of the following is included when taking a telephone message except :
The full name of the person taking the message
5
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An MOA need not be trained to properly handle the telephone in a medical office, since the call are
much simpler than in other business
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False
7
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False
8
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True
9
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True
10
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False
11
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False
12
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False
13
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They will eventually get through if they keep
trying
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When dealing with an angry patient, the louder the patient speaks, the softer the MOA should speak
True
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The best way to communicate courtesy to the telephone caller is to put the caller on hold
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MOAs must be experts in screening calls so that only those calls that pertain to a medical condition
of a patient will be put right through to the physician
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If a caller insists on talking to the doctor and refuses to give their name or state what the reason for
the call is, you should suggest to the caller to write a letter to the physician outlining the concerns and
mark the letter personal and confidential
True
18
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What would you say?
The doctor is not available at this moment
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When the MOA is on the telephone and another call comes in, what should he/she do?
Answer the other call with the usual greeting, find out the nature of the call, then ask the caller to hold
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The MOA has two lines on hold and has forgotten who is on each line

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