Answered: Screening calls is often a difficult…

Ciccarelli: Psychology_5 (5th Edition)

5th Edition

ISBN:9780134477961

Author:Saundra K. Ciccarelli, J. Noland White

Publisher:Saundra K. Ciccarelli, J. Noland White

Chapter1: The Science Of Psychology

Section: Chapter Questions

Problem 1TY

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Screening calls is often a difficult problem for the beginner, who may be afraid to assume the responsibility of making decisions. It is important to discuss this aspect of the job with the provider at the very beginning and to ascertain to what extent the assistant will handle calls alone, what information should be given out, when messages should be taken, and when to tell the patient that the provider will be returning the call. A call screening sheet, such as the one shown below, can be used to assist you in screening and transferring calls. The assistant must be guided by the provider’s wishes in deciding whether to handle a call or to transfer it to the provider. The first priority is to determine the nature of the call. You will then have a good idea of how to handle the call.

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