You are speaking to a patient face-to-face at the office and need to answer the phone. What should you do?

You are speaking to a patient face-to-face at the office and need to answer the phone. What should you do?

• A. Ask your co-worker to answer the call so you can continue with the patient.
• B. Say to the patient, "Excuse me for a moment," answer the phone, and then place the caller on hold.
• C. Let the call go to voicemail to continue with the patient.
• D. Say to the patient, "Excuse me for a moment," and finish with the patient on the phone.

Answer: (B)

It is appropriate to say to the patient, "Excuse me for a moment," before answering the phone. This choice maintains a professional demeanor by acknowledging the patient's presence and allowing them to feel valued while you address the incoming call. By putting the caller on hold after answering, you effectively manage both the patient in front of you and the caller, demonstrating good multitasking skills that are essential in a medical administrative setting. This approach keeps the flow of communication open and respects the needs of both parties. Choosing to ask a co-worker to answer the phone places an additional burden on your team and might disrupt their workflow. Letting the call go to voicemail could result in missed opportunities to assist a patient who may need immediate help, impacting customer service. Finishing the conversation with the patient on the phone would mean neglecting the caller, which can lead to missed calls and dissatisfaction. Thus, handling the situation as described not only ensures that both the patient and the caller feel attended to but also reflects positively on the office's customer service standards.

It is appropriate to say to the patient, "Excuse me for a moment," before answering the phone. This choice maintains a professional demeanor by acknowledging the patient's presence and allowing them to feel valued while you address the incoming call. By putting the caller on hold after answering, you effectively manage both the patient in front of you and the caller, demonstrating good multitasking skills that are essential in a medical administrative setting. This approach keeps the flow of communication open and respects the needs of both parties.

Choosing to ask a co-worker to answer the phone places an additional burden on your team and might disrupt their workflow. Letting the call go to voicemail could result in missed opportunities to assist a patient who may need immediate help, impacting customer service. Finishing the conversation with the patient on the phone would mean neglecting the caller, which can lead to missed calls and dissatisfaction. Thus, handling the situation as described not only ensures that both the patient and the caller feel attended to but also reflects positively on the office's customer service standards.