Reference no: EM133394437

Reagan Patrick has been selected by Malik Katahri and his team as their MA extern for this semester. BWW was Reagan's first choice; although excited to be working with this office, she also feels a lot of pressure to be "perfect" during this experience. She has been with them for a few days, and today she will be helping Miguel Perez, the administrative MA, with the phones and front office duties. Reagan feels she is ready but knows from the little time she has been in the office that as soon as they take the phones off the automated answering system, she is going to have to be at the top of her game as the voice of BWW Medical Associates. As the phone rings for the first time, she takes a deep breath; puts a smile on her face; and, answering on the third ring, says, "Good morning, BWW Medical Associates, this is Reagan, how may I help you?" and her morning begins.

Recall Reagan Patrick from the beginning of the section. Now that you have completed the section, answer the following questions regarding her case.

1. The first phone call is easy-a routine appointment for next week, which Reagan books without a problem. The next caller states he must speak with Dr. Buckwalter immediately. How should Reagan handle this call?

2. The next call is Nancy Evans. Reagan remembers from her appointment earlier this week that Mrs. Evans has possible early-onset dementia. Mrs. Evans states she has not seen Dr. Williams in several months and wants to know why she does not "care about her anymore." While Reagan is trying to speak with Mrs. Evans, another line rings. How should Reagan handle Mrs. Evans and the ringing phone?