Chapter 12 Crossword Puzzle--Telephones

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Across
  1. 5. When making an outgoing call, have all of the ____ information in front of you before you call.
  2. 6. A patient called to reschedule her upcoming appointment due to a death in her family. The medical assistant expressed regret for her loss The medical assistant displayed showing _____.
  3. 8. When recording a phone message, you should not _____ that the physician will call the patient back.
  4. 9. Proper _____ is important when speaking on the telephone because the caller will be able to better understand what you are saying.
  5. 12. According to the five Cs of communication, a message that contains all necessary information describes ____.
  6. 13. To maintain patient ____ when using the telephone, the medical assistant should leave a message with the name of the office and a number to call back.
  7. 15. When scheduling a conference call for several people, you should suggest several _____ in case someone is not available at a particular time.
Down
  1. 1. A new patient calls to schedule a complete physical examination. Which of the following is the proper way to document this call in the appointment book?
  2. 2. George takes a message for Dr. Lincoln from a patient who describes her symptoms and past treatment history. The message is written in a logical format. This is an example of ____.
  3. 3. If a patient calls and states he has been bitten by a snake, you should allow the patient to speak to the ____ right away.
  4. 4. It is important to state your _____ when answering a call because it helps the caller know she is talking to a real person, not an anonymous voice.
  5. 7. Good communication skills are most important in telephone management because they help to project a ____ image.
  6. 10. When speaking to a patient on the phone, you must be careful to not discuss _____ information in an area where other patients can hear your conversation.
  7. 11. A patient who has been a victim of domestic violence is at the office for an examination with the physician. While the physician is treating the patient, her husband calls to see if she is at the office. You should ___ disclose whether or not the patient is at the office.
  8. 14. When ending a call, you should say ____ and use the caller's name.