Competency Assessment Procedure Question & Answer Guide (With Explanation)

Understanding this question requires applying core subject principles.

What This Question Is About

This question relates to competency assessment procedure and requires a structured academic response.

How to Approach This Question

Break the problem into smaller parts and analyze each logically.

Key Explanation

This topic involves competency assessment procedure. A strong answer should include explanation, application, and examples.

Original Question

COMPETENCY ASSESSMENT Procedure 11-1: Demonstrating Professional Telephone Techniques Task: To answer telephone calls professionally, acquiring all necessary information from the caller, documenting it correctly, and properly acting on it. Conditions: Telephone Computer with message screen Appointment book Calendar Message pad Pen or pencil Notepad Standards: Perform the Task within 15 minutes with a minimum score of 70 percent. Competency Assessment Information Appropriately answer the phone and use your screening skills to determine what to do in the following situation. What should you do? (For extra practice, use the Progress Note form to document your interactions.) Mary O’Keefe calls at 8:45 AM after her 3-year-old son Chris woke with severe ear pain. The child is pulling on his right ear and has screamed uncontrollably for 45 minutes. Chris and Mary are established patients of Dr. King. ABHES Competencies: MA.A.1.7f Display professionalism through written and verbal communications CAAHEP Competencies: V.P.6 Demonstrate professional telephone techniques; V.A.1 Demonstrate: (a) empathy, (b) active listening, and (c) nonverbal communication; V.A.3 Demonstrate respect for individual diversity including: (a) gender, (b) race, (c) religion, (d) age, (e) economic status, and (f) appearance Step Instructor Initials and Date Had materials organized and computer with message screen up. Implemented time management principles by answering the telephone promptly. Introduced the clinic and yourself. Asked the name of the caller and determined whether this is an emergency call. Applied active listening skills. Repeated information back to the caller, using appropriate response/ feedback. Followed written established screening protocols for all telephone calls, working within your scope of practice. Jotted down the name, which line the caller is on, and some quick notes about the content of the call. Protected and maintained confidentiality by shredding all notepapers with PHI. Asked if the caller had any other questions. Ended the call courteously. Documented information and recorded any necessary actions

******CLICK ORDER NOW BELOW AND OUR WRITERS WILL WRITE AN ANSWER TO THIS ASSIGNMENT OR ANY OTHER ASSIGNMENT, DISCUSSION, ESSAY, HOMEWORK OR QUESTION YOU MAY HAVE. OUR PAPERS ARE PLAGIARISM FREE*******."