Office Administrative Assistant Practice Exam

The initial step in screening a call for a medical office is to find out what?

1. Who is calling and the reason for the call

2. The patient's medical history

3. The location of the patient

4. The insurance details

The correct answer is: Who is calling and the reason for the call

The initial step in screening a call for a medical office is to find out who is calling and the reason for the call. This is crucial because it helps the receptionist or administrative assistant identify the urgency and nature of the call, allowing them to prioritize appropriately. Knowing who is on the line can establish rapport and guide the conversation, while understanding the reason for the call is essential for directing the caller to the correct department or personnel, whether it be scheduling an appointment, addressing a medical question, or handling billing inquiries. Establishing this foundational information streamlines workflow and enhances the efficiency of the office, as it ensures that each call is handled in a manner that is both professional and responsive to the caller's needs. This first step lays the groundwork for all subsequent actions the staff may need to take, making it a critical part of the call screening process.