Amsurg Cares Front Office Overview

10 Questions | Total Attempts: 1071

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Amsurg Cares Front Office Overview

Questions and Answers
  • 1. 
    What does the acronym CARES mean?
    • A. 

      Customers, Appreciated, Respected, Engaged, Satisfied

    • B. 

      Customers, Appreciated, Respected, Enraged, Satisfied

    • C. 

      Customers, Antagonized, Respected, Engaged, Satisfied

    • D. 

      Customers, Antagonized, Respected, Enraged, Satisfied

  • 2. 
    What is the objective of AMSURG CARES?
    • A. 

      Training to illustrate methods for delivering consistent and superior, customer service.

    • B. 

      Training to improve the center efficiency in the front office.

    • C. 

      Training to document current front office processes.

  • 3. 
    What are two objectives of AMSURG CARES?
    • A. 

      Always meet or beat customer expectations.

    • B. 

      Always deliver positive patient experience.

    • C. 

      Always demonstrate that service is not a priority.

    • D. 

      Understand how patients determine good service but how it is not important to take steps to meet their expectations.

  • 4. 
    What are the  four C's of AMSURG CARES?
    • A. 

      Courtesy, Communication, Collaboration, Composure

    • B. 

      Courtesy, Communication, Consistency, Composure

    • C. 

      Courtesy, Changes, Consistency, Composure

    • D. 

      Courtesy, Changes, Collaboration, Composure

  • 5. 
    How often should we deliver a positive patient experience?
    • A. 

      Always

    • B. 

      Sometimes

    • C. 

      Never

  • 6. 
    What are the front office impact on CAHPS scores?
    • A. 

      During this visit was your needs met in a timely manner?

    • B. 

      During this visit was the environment around you kept clean?

    • C. 

      Would you recommend this center to your friends and family?

  • 7. 
    What are expectations our patients have of us?
    • A. 

      Access to appointments

    • B. 

      Short wait times

    • C. 

      Figure out health care questions on their own

    • D. 

      Good information about insurance and preparation for surgery

  • 8. 
    How do we demonstrate courtesy?
    • A. 

      Treat people the way they want to be treated

    • B. 

      Create expectations that sometimes patients must tolerate poor service

    • C. 

      Produce telephone messaging that weaves patients through a maze of options

  • 9. 
    Who participates in customer service?
    • A. 

      Everyone

    • B. 

      Just the front office

    • C. 

      Just the nursing staff

    • D. 

      Just the staff that comes in contact with the patients

  • 10. 
    What are some of the training tools of AMSURG CARES?
    • A. 

      Empathy

    • B. 

      Scripting

    • C. 

      Communication

    • D. 

      Stress Management

    • E. 

      Problem Solving

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