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Name: __________________________________________ Date: _____________ Score: _____________
Procedure 22–1 Steps
Start Time: End Time: Total Time:
1. Answer the telephone promptly (by the third ring) in a
polite professional manner. Identify the office and
yourself by name.
Demonstrate empathy, active listening, and
professionalism and correctly record the name and
phone number of the caller, the reason for the call,
and the date and time of the call.
3. Before placing a caller on hold, determine whether the
call is an emergency situation, and, if so, process the
call immediately, using screening (triage) manual,
demonstrating respect for individual diversity.
4. Use the telephone screening (triage) manual to ask the
appropriate questions and document the patient’s
responses. Analyze communications in providing
appropriate responses and feedback
5. If caller must be placed on hold, try to check with him
or her periodically to let the caller know you haven’t
forgotten about him or her, demonstrating empathy,
active listening, and professionalism.
6. Accurately document the information in a message
(paper or electronic) and route to provider with
appropriate level of urgency.
7. After screening and routing the call, sign-off on
message (paper or electronic) with final action taken.
8. Complete all calls on hold in a timely manner. Screen
and complete as many calls as possible before adding
names to the provider’s callback list, implementing
time management principles to maintain effective
Points Awarded / Points Possible