If an Angry Person Calls the Office, What Should the Medical

question 2

Multiple Choice

If an angry person calls the office, what should the medical assistant do or try to do?

• A) Interrupt while the caller is talking if the caller says something that is incorrect.
• B) Say nothing and let the caller vent.
• C) Hang up on the caller after telling him or her to call back when he or she feels calmer.
• D) Use a calm voice to ask questions and obtain information about what has angered the caller.

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Definitions:

Benefits Administration

The management and operation of a company's employee benefits program, including health insurance, retirement plans, and other fringe benefits.

Product Providers

Companies or entities that manufacture or supply goods and services to the market or to other businesses.

Contract Out

The process of hiring external contractors to perform services or tasks traditionally handled by internal staff or resources.

Baseline

A fixed reference point used as a starting measure to compare changes over time.