Chapter 5: The First Contact: Telephone and Reception

1. Chapter 5: The First Contact: Telephone and Reception

2. Learning Outcomes • Cognitive Domain Note: AAMA/CAAHEP 2015 Standards are italicized. • 1. Spell and define the key terms • 2. Explain the importance of displaying a professional image to all patients • 3. List six duties of the medical office receptionist • 4. List four sources from which messages can be retrieved • 5. Discuss various steps that can be taken to promote good ergonomics • 6. Describe the basic guidelines for waiting room environments • 7. Describe the proper method for maintaining infection control standards in the waiting room

3. Learning Outcomes (cont'd.) • 8. Discuss the five basic guidelines for telephone use • 9. Describe the types of incoming telephone calls received by the medical office • 10. Discuss how to identify and handle callers with medical emergencies • 11. Describe how to triage incoming calls • 12. List the information that should be given to an emergency medical service dispatcher • 13. Describe the types of telephone services and special features • 14. Discuss applications of electronic technology in effective communication

4. Learning Outcomes (cont'd.) • Psychomotor Domain Note: AAMA/CAAHEP 2015 Standards are italicized. • 1. Demonstrate professional telephone techniques (Procedures 5-1 and 5-2) • 2. Demonstrate telephone messages accurately (Procedures 5-1 and 5-2) • 3. Coach patients regarding (a) office policies (Procedure 5-3) • Report relevant information to others concisely and accurately

5. Learning Outcomes (cont'd.) • Affective Domain Note: AAMA/CAAHEP 2015 Standards are italicized. • 1. Demonstrate empathy, active listening, and nonverbal communication • 2. Implement time management principles to maintain effective office function • 3. Show sensitivity when communicating with patients regarding third-party requirements • 4. Demonstrate awareness of the consequences of not working within the legal scope of practice • 5. Demonstrate sensitivity in communicating with both providers and patients

6. Learning Outcomes • 6. Demonstrate sensitivity to patient rights • 7. Protect the integrity of the medical record • 8. Recognize the physical and emotional effects on persons involved in an emergency situation • 9. Demonstrate self-awareness in responding to an emergency situation

7. Learning Outcomes (cont'd.) • ABHES Competencies • 1. Use proper telephone technique • 2. Receive, organize, prioritize, and transmit information expediently • 3. Apply electronic technology

8. Introduction As a medical assistant, you are the patient’s primary contact with the physician. In certain situations, the patient may spend more time with you than with the physician. Your interaction with the patient sets the tone for the visit and directly influences the patient’s perception of the office and the quality of care the patient will receive. The Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule affects every area of the office. You must take proper precautions to protect patient confidentiality. Back to Learning Outcomes

9. Professional Image • Importance of a Good Attitude • Medical assistant attitude is transmitted to patients • Good attitude = positive patient response • Components of good attitude: • Patient is an individual — has right to compassion and dignity • Empathy = putting yourself in patient’s shoes attitude: a state of mind; how a person feels about a given subject or at a given time Ask yourself how you would feel in a similar situation and how you would want to be treated. By demonstrating empathy, interest, and concern, you tell the patient that he or she is important to you and that you care. Back to Learning Outcomes

10. Professional Image (cont’d.) • The Medical Assistant as a Role Model • Good appearance creates positive role model for patient • Good health and grooming • Makeup — natural • Clothing — clean and in good repair • Personal hygiene especially important • Daily shower • Nails — short, clean, neutral, no artificial nails • Avoid fragrances and jewelry The properly dressed medical assistant presents a professional and positive image to patients. Back to Learning Outcomes

11. Professional Image (cont’d.) • Courtesy and Diplomacy in the Medical Office • Must deal with variety of people and situations — apply courtesy and diplomacy to all • Courtesy — Respectful treatment based on sensitivity to needs and feelings of person • Diplomacy: • Apply same treatment to all • Set aside personal feelings — exercise self-control diplomacy: the art of handling people with tact and genuine concern Courtesy and diplomacy are fundamental to successful human relations. Back to Learning Outcomes

12. Professional Image (cont’d.) Back to Learning Outcomes

13. Professional Image (cont’d.) • First Impressions • Patient perception of whole office is based on the impression given by medical assistant • Can lose business if patient leaves practice • Expect excellent customer service The patient’s perception of the medical office is based in part on the impression you make. Back to Learning Outcomes

14. Checkpoint Question What are four ways that you can demonstrate a professional image to patients? Back to Learning Outcomes

15. Checkpoint Answer You can demonstrate a professional image by: • Transmitting a positive attitude • Acting as a role model • Using courtesy and diplomacy • Making a positive first impression Back to Learning Outcomes

16. Reception • The Role of the Receptionist • Receptionist may be nonmedically trained or may be a medical assistant who also serves as receptionist receptionist: a person who greets patients as they arrive at a medical office and performs various administrative tasks Back to Learning Outcomes

17. Reception (cont’d.) • Duties and Responsibilities of the Receptionist • Prepare the office for patient arrivals • Ensure confidentiality at all times • Close privacy window • Take patient information at private area • Keep voice down when discussing patients • Make referral calls away from reception desk • Keep computer screens, printed appointment lists, appointment books, patient charts, etc. out of view • Maintain sign-in sheet to protect patient’s privacy • Be mindful of patients’ right to privacy as conduct daily duties Back to Learning Outcomes

18. Reception (cont’d.) • Duties and Responsibilities of the Receptionist • Preparing the office • Office: • Unlock door • Disengage alarm system • Turn on lights • Turn on office equipment • Ensure specimens have been taken from collection box • Prepare new patient sign-in sheet for the day • Systematic check of office —medical records put away; tidy; forms restocked • Check exam rooms if needed The office should be left in a professional manner. Back to Learning Outcomes

19. Reception (cont’d.) • Retrieving Messages • Check messages frequently • Forward retrieved messages to recipient • Messages retrieved from: • Answering service • Voice mail system • Electronic mail • Facsimile machine No matter how a message has been sent, however, all information must be treated confidentially and handled according to HIPAA regulations. Back to Learning Outcomes

20. Reception (cont’d.) Back to Learning Outcomes

21. Reception (cont’d.) • Answering Service • Receive calls from patients, hospital staff, and other physicians and communicate to physician via beeper • Left for office staff to retrieve next morning: • Patients calling the office for a sick appointment (not an emergency, such as an earache or flulike symptoms) • Calls from hospitals or skilled nursing facilities about changes in patient status (new wounds or bed sores or patient falls without injury) Back to Learning Outcomes

22. Reception (cont’d.) • Voice Mail Systems • After retrieving, delete unless otherwise instructed • May include: • Patients wishing to change or cancel their appointments • Patients requesting prescription refills • Family members or patients calling to ask for additional information or clarification about their medical care or test results Back to Learning Outcomes

23. Reception (cont’d.) • Electronic Mail • E-mail messages are sent from other physicians, professional organizations, and hospital personnel (sometimes patients) • May include: • Memos from professional organizations • Pharmaceutical representatives’ updates or announcements • Medical staff meeting minutes, announcements from hospital administration • Upcoming continuing education courses for physicians • Insurance representatives regarding billing issues • Patient inquiries Back to Learning Outcomes

24. Reception (cont’d.) • Facsimile Machines • May include: • Patient referrals • Consultation reports • Laboratory and radiology reports Back to Learning Outcomes

25. Checkpoint Question What four locations should you retrieve messages from? Back to Learning Outcomes

26. Checkpoint Answer Messages can be retrieved from: • Answering services • Voice mail • Electronic mail • Facsimile machines Back to Learning Outcomes

27. Reception (cont’d.) • Prepare the Charts • Collect charts of all patients scheduled to be seen • Put in order of appointment • Ensure each is complete and up-to-date • Include necessary blank forms • Welcoming Patients and Visitors • Try to greet every patient personally • Be cheerful and friendly If it is your responsibility to greet patients, you should make this a top priority. Back to Learning Outcomes

28. Reception (cont’d.) • Register and Orient Patients and Visitors • New patients should complete information sheet • Explain policies • Tell patient location of drinking fountain, bathroom • Manage Waiting Time • If appointment will be more than 30 minutes late, offer patient option to reschedule Be honest with waiting patients. Back to Learning Outcomes

29. Reception (cont’d.) • Ergonomic Concerns for the Receptionist • Lift items at waist level • Keep lifted items close to body • Have deliveries placed so they won’t required bending to lift • Lift small loads, make more trips • Place frequently used items within easy reach • Use telephone head sets to keep head upright ergonomic: describes a workstation designed to prevent work-related injuries and to promote work efficiency Back to Learning Outcomes

30. Reception (cont’d.) Using correct ergonomics when working on the computer to avoid injury. Back to Learning Outcomes

31. Checkpoint Question What is the purpose of having an ergonomic workstation? Back to Learning Outcomes

32. Checkpoint Answer The purpose of an ergonomic workstation is to prevent injuries to employees and to increase employee satisfaction and work efficiency. Back to Learning Outcomes

33. Reception (cont’d.) • The Waiting Room Environment • General Guidelines • Entrance, hallways, stairs must be well maintained • Furniture: • Arranged to allow easy walking • Comfortable and attractive • Durable • Have different chair designs to accommodate all The reception area should be designed for the comfort, safety, and enjoyment of all patients. Back to Learning Outcomes

34. Reception (cont’d.) • Color • Low-key, muted pastel • Bright primary colors for pediatrics An example of an office waiting area that sees pediatric patients. Back to Learning Outcomes

35. Reception (cont’d.) • Bright, not glaring light • Ventilation and good temperature control • Keep plants in good condition • Keep magazines current and relevant to patients — no medical journals • Television • Policies vary among offices • Closed captioning option for hearing impaired • Can be made into teaching tool for patients closed captioning: printed words displayed on a television screen to help people with hearing disabilities or impairments Back to Learning Outcomes

36. Checkpoint Question What option should you offer hearing-impaired patients if they wish to watch television? Back to Learning Outcomes

37. Checkpoint Answer Patients who are hearing impaired should be offered closed captioning if they are requesting to watch television. Back to Learning Outcomes

38. Reception (cont’d.) • Guidelines for Pediatric Waiting Rooms • Many have two areas — sick and well child areas • Place patients with communicable diseases in exam room promptly • Monitor play area closely • Keep toys clean, repaired • No noisy battery-powered toys • Choking hazards — ensure all toys are larger in diameter than a toilet paper tube • Keep clean, intact books on hand for parents to read to their children Back to Learning Outcomes

39. Reception (cont’d.) • Americans with Disabilities (ADA) Act Requirements • Ensure accessibility: • Paths, walking areas • Doors • Reception desk • Restroom The ADA Title III act requires that all public accommodations be accessible to everyone. Back to Learning Outcomes

40. Reception (cont’d.) Back to Learning Outcomes

41. Checkpoint Question What act prohibits discrimination of patients with disabilities? Back to Learning Outcomes

42. Checkpoint Answer The Americans with Disabilities Act (ADA) prohibits discrimination against people with disabilities. Back to Learning Outcomes

43. Reception (cont’d.) • Infection Control Issues • Aseptic technique must be used for infection control in the office • Always follow standard precautions • Handwashing • Can use alcohol-based antiseptic hand cleanser • Never touch a specimen container with bare hands Handwashing is the most important practice for preventing the transmission of diseases. Back to Learning Outcomes

44. Reception (cont’d.) Good hand washing skills are essential to prevent disease transmission. Back to Learning Outcomes

45. Reception (cont’d.) • Ill patients in waiting room • Sneezing, coughing • Give patient tissues • Ask patient to cover nose and mouth if coughing or sneezing • May provide disposable face mask while sitting in waiting room • Put patient in examination room promptly • If vomiting, bleeding, or discharging other body fluids must not be left in waiting room Back to Learning Outcomes

46. Reception (cont’d.) • Biohazard Waste • All body fluids must be considered infectious and be managed appropriately, including: • Dressing supplies with bloodstains from cuts or wounds • Tissues from patients with acute nosebleeds • Urine-saturated diapers left in the restroom • Vomit • Saturated tissues with sputum Back to Learning Outcomes

47. Reception (cont’d.) • Communicable Diseases • Good communication between clinical and administrative staff essential to manage patients with communicable diseases • Not all communicable diseases are easily transmitted to others (HIV, AIDS, hepatitis) • Need to be able to recognize possible contagious diseases and not let these patients sit in the waiting room • Patients with impaired immune systems or taking medications that hinder their immune system may require immediate placement in examination room Back to Learning Outcomes

48. Reception (cont’d) Back to Learning Outcome

49. Checkpoint Question What is the most antiseptic technique for preventing the transmission of diseases? Back to Learning Outcomes

50. Checkpoint Answer The most antiseptic technique for preventing the transmission of diseases is handwashing. Back to Learning Outcomes