Standard: Complete the procedure and all critical steps in
within two attempts (or as indicated by the instructor).
minutes with a minimum score of 85%
Scoring: Divide the points earned by the total possible points. Failure to perform a critical step, indicated by
an asterisk (*), results in grade no higher than an 84% (or as indicated by the instructor).
Time: Began,
Ended_
Total minutes:
Steps:
1. Demonstrate telephone techniques by answering the telephone by the third
ring.
2. Speak distinctly with a pleasant tone and expression, at a moderate rate,
and with sufficient volume for the person to understand every word.
Identify the office and/or provider and yourself.
3.
4.
Verify the identity of the caller, and if using an electronic health record,
bring the patient's health record to the active screen of the computer.
Screen the call if necessary.
5.
6. Apply active listening skills to assess whether the caller is distressed or
agitated and to determine the concern to be addressed.
7.
Determine the needs of the caller and provide the requested information
or service if possible. Provide the caller with excellent customer service.
Be as helpful as possible. Check the appointment schedule and determine
the first Friday that would have an open appointment between 11:00 and
12:00
8. Obtain sufficient patient information to schedule the appointment,
including the patient's full name, DOB, insurance information, and
preferred contact method. Repeat the date and time of the appointment to
ensure that the patient has the correct information
Point Attempt Attempt
1
2
Value
10
15*
10
15*
10
10
10
10
000 00
☐
00000
U