Phone Competency

A healthcare professional on the phone in a call center, focused and attentive, with medical charts and patient files in the background, warm lighting, professional atmosphere

Phone Competency Quiz

Test your skills and knowledge in handling various patient phone inquiries. This quiz is designed to assess your competency in managing calls in a healthcare setting.

Get ready to answer scenarios related to:

Prescription Refills
Test Results
Patient Complaints
Emergency Room Inquiries

10 Questions2 MinutesCreated by AnsweringNurse547

Patient calls on a Saturday and wants to get an ADHD prescription refilled. What do you do?

Transfer call to Express Care

Transfer call to ED

Tell patient they need to call back the next business day to speak to their primary doctor

Patient is calling in to talk to someone they just saw in Express Care. What do you do?

Transfer call to Express Care

Transfer call to ED

Have patient call back the next business day.

A patient is calling wanting test results, but the clinic is closed. What options can you offer?

Ask if they have mychart. If they do they can review their results there.

Transfer call to ed

Have patient call back the next business day

A patient is calling asking to speak to the emergency room. You ask what this call is regarding and the caller says they were just discharged from the ER TODAY and have a question. What do you do?

Transfer the call to ED

Tell them to call their primary doctor the next business day.

The caller is calling to find out who the doctor is in the ED or express care today. You:

Look at Amion and tell them

Transfer the call to the department

Explain to the caller that you are unable to give out that information due to safety reasons.

Patient would like to file a complaint. You:

Transfer the call to our patient care liaison at 75143.

You tell them to call back the next business day

You ask which area the complaint is in regards to and transfer it there.

Caller is wanting to talk to a nurse about dosage questions for their grandchild that is staying with them through the weekend. They ask to talk to a nurse.

You tell them that the pharmacy is open and you can transfer the call to them to help with the dosage question.

You transfer the call to the ED nurses

A patient misplaced their inhaler and needs to get through the weekend. You

Page the on call FP

Transfer the call to the ED

Tell the caller they will have to call back the next business day.

A doctor from another facility is calling wondering if we have a bed available for a medical patient.****All are acceptable, but one answer is best!

Transfer the call to med/surg

Transfer the call to the float nurse

Transfer call to ED

A nursing home is calling wanting to speak to a physican about a resident.

Page the on call FP

Transfer call to ED

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