Lecture Medical assisting: Administrative and clinical competencies (2/e) - Chapter 11
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Chapter 11 - Telephone techniques. In this chapter, you will learn key terms associated with telephone techniques. After completing this chapter, you will understand which calls may be handled by the medical assistant and which require the physician's attention. This chapter helps you identify which calls are considered emergencies and how to properly route these calls. You will learn how to effectively handle difficult telephone situations or complaints and how to properly document messages taken.
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