Quiz | Handling Upset Patients on the Phone First Name Last Name 1 What is the first step when handling an upset patient on the phone? A. Immediately transfer the call to a manager B. Apologize and ask for the patient's name and date of birth C. Offer an immediate refund D. Hang up and call the patient back later 2 What is the recommended response time for the office manager to contact the patient? A. Immediately B. Within 1 hour C. Within 24-48 hours D. Within 1 week 3 If the patient insists on speaking to someone immediately, what should you do? A. Transfer the call to any available staff member B. Offer to put them on hold and try to contact the office manager C. Tell them it's not possible and hang up D. Give out the manager's personal phone number Submit
