Final answer:
A medical assistant should identify the office and themselves, speak clearly and professionally, and take accurate messages when answering the telephone. They should not place callers on hold without permission, as it is important to respect the caller's time and maintain professional telephone etiquette.
Step-by-step explanation:
When answering the telephone as a medical assistant, there are certain protocols that should be followed to maintain a professional atmosphere and provide excellent customer service. Among the things that should be done are: identifying the office and oneself when picking up the call, speaking clearly and professionally, and taking accurate messages. However, it is not appropriate to place callers on hold without permission; this action does not respect the caller's time and can lead to frustration. Callers should be asked politely if they mind being placed on hold, and the wait should be as brief as possible.
Other aspects of professional telephone etiquette include speaking slowly and clearly to avoid misunderstandings, especially if there might be technical issues with the connection. Additionally, it is crucial to return promptly from breaks, stay focused during work hours, and respect management and coworkers by maintaining a professional appearance and demeanor.