Describe telephone etiquette when answering the phone. 

 How do you treat a caller who just wants to chat? 

 How do you deal with rude or angry callers? 

 How do you handle the call when a patient demands to speak to the doctor or other staff members when you can answer the question? 

. What steps do you take to put a caller on hold?

 Describe steps how you handle the second call when you are talking with the first caller. 

 Define triage (Screening) calls (Think about handling incoming calls) 

 How do you handle the following calls? a. Making Appointments b. Renew Prescriptions c. Cancellations d. New patient inquiries e. Emergencies f. Ordering supplies 

Define answering services. 

 Define the importance of the fax machine in the medical office.

. Describe steps when you are responding to a patient complaint. 

 Explain the required information when scheduling a surgery. 

 Explain how you handle when a daughter calls asking for her mother's medical condition; please support your answer. 

 Define working within your scope of practice and how it is helping you to manage your daily task. 

What an AHP should do when Mr. Smith a long term client is a no show?