The employer screens for composure and verification habits when the candidate encounters an unfamiliar clinical term, because a Medical VA must not provide inaccurate information to patients.
Acknowledge the term, buy a moment to verify, and return with a plain-language explanation. This protects the patient and demonstrates professionalism.
Start by saying plainly that you want to make sure you give the patient accurate information, so you will take a moment to check the term. Say something like, "That is a good question, let me verify that for you so I explain it correctly." This buys you a few seconds without sounding unsure or guessing. Then, if you have access to a medical dictionary, your EHR, or a trusted reference site, look up the term quickly. Dyspnea simply means shortness of breath or difficulty breathing, and exertion means during physical activity, so you can explain it as "the doctor noted you feel short of breath when you move or do activities." Do not invent a definition from memory, and never say "parang ganito po yata" because that introduces doubt and could mislead the patient. If you truly cannot find the term, tell the patient you will confirm with the doctor or the clinic and call them back within a reasonable time, which is acceptable and professional. In a Philippine BPO setting, patients appreciate a calm, clear voice and a promise to follow through, so keep your tone steady and your words simple. End by asking if the patient has any other questions, which shows you are still attentive even after the uncertainty.
Filipino candidates often say, 'Ah opo, parang ganito po yata...' when they are not sure, which can mislead the patient. Instead, say: 'Let me verify that term to make sure I explain it correctly.'
Situation
In my previous job as a front desk assistant at a physical therapy clinic, a patient called to ask about her home exercise instructions and mentioned 'tendinopathy.' I had never heard that word.
Task
I needed to respond professionally without misleading the patient and still help her with her question.
Action
I said, 'Let me confirm that term so I can give you the correct information.' I put the patient on a brief hold, looked up 'tendinopathy' in the clinic's patient-education folder, and quickly asked the physical therapist, who told me to explain it as tendon pain or irritation. I then returned to the call and explained it in plain words, and confirmed the exercise instructions from the therapist's note.
Result
The patient thanked me and said the explanation made sense; she completed her exercises that week and did not need a follow-up call.
Never guess a medical term; briefly pause and verify.
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