How Should the Medical Assistant Handle a Call If the Caller

question 38

Multiple Choice

How should the medical assistant handle a call if the caller refuses to give any information and insists on speaking to the physician?

• A) Put the call through to the physician.
• B) Instruct the caller to write a letter to the physician and mark it "personal."
• C) Describe the call on a message form and state that the caller refused to identify himself.
• D) Keep the caller on the line while a coworker calls the police to have the telephone call traced.

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Definitions:

Conditioned Stimulus

A previously neutral signal that, through association with an unconditioned stimulus, comes to elicit a conditioned response as part of classical conditioning.

Cue Deflation Effect

When the extinction of a response to one cue leads to an increased reaction to the other conditioned stimulus

Salient Conditioned Stimulus

A stimulus that stands out and is easily noticeable making it more likely to be associated with an unconditioned stimulus in the process of learning.

Extinction

In psychology, the gradual decrease and eventual disappearance of a conditioned response when the conditioned stimulus is no longer paired with an unconditioned stimulus.