Phone Training for Ophthalmology Practices

Phone Training

Test your understanding of our call handling standards and patient communication protocols. This short quiz reinforces key expectations—from greeting callers and managing urgency to guiding conversations toward the next best step.

Take Our Phone Training Quiz

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Employee Name *

First

Last

Practice Name *

Email *

Date / Time

Date

Time

1. What is the approved standard greeting? *

Hello, how can I help you?
Thank you for calling Practice Name, this is Your Name. How may I help you?
Practice Name, please hold.
Good morning, what do you need?

2. What is the maximum number of rings a call should be answered within? *

1 ring
2 rings
4 rings
6 rings

3. Which of the following is NOT one of the four goals of every call? *

Make the caller feel heard
Identify the real reason for the call
Keep the call under 60 seconds
Move the caller to the next best step — convert

4. Which type of call should receive the fastest, most urgent response? *

New patient inquiries
Referring doctors and offices
Urgent clinical symptom calls
Billing and insurance questions

5. Which of the following should trigger immediate clinical escalation? *

A caller asking about contact lens pricing
Flashes and floaters with a curtain or shadow in vision
Someone wanting to reschedule a routine exam
A patient asking for directions to the office

objective best call?

6. Which is the best way to offer appointment times? *

When would you like to come in?
What’s your availability this month?
We have Tuesday at 10:00a or Thursday at 2:00p — which works better for you?
Just call back when you know your schedule.

7. What should you always do before placing a caller on hold? *

Press the hold button — they’ll figure it out
Ask permission, explain why, and give a time estimate
Tell them just a minute regardless of how long it will take
Send them to voicemail instead

8. What is a warm transfer? *

Transferring the call without saying anything to the receiving team member
Briefing the receiving team member with the caller’s name, reason, and relevant context before handing off
Transferring the caller to whoever picks up first
Placing the caller on hold until someone is free

9. A caller who is nervous, emotionally driven, and worried about their vision is best described as: *

The Assured Caller
The Assessor Caller
The Anxious Caller
The Referring Caller

10. According to the training, what is the real objective of every new patient call? *

Answer every clinical question the caller has
Provide a detailed price quote
Schedule an appointment
Collect insurance information