Chapter 11. Telephone Techniques. PowerPoint® presentation to accompany: Medical Assisting Third Edition Booth, Whicker, Wyman, Pugh, Thompson. Learning Outcomes. 11.1 Explain the importance of communication skills. 11.2 Explain how to manage incoming telephone calls.
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PowerPoint® presentation to accompany:
Booth, Whicker, Wyman, Pugh, Thompson
11.1 Explain the importance of communication skills.
11.2 Explain how to manage incoming telephone calls.
11.3 Describe how the Health Insurance Portability and Accountability Act (HIPAA) applies to telephone communications.
11.4 Describe the procedure for calling a new prescription or prescription renewal into a pharmacy.
11.5 Compare the types of calls the medical assistant handles with those the physician or other staff members handle.
11.6 Describe how to handle various types of incoming calls from patients and from others.
11.7 Discuss the importance of proper telephone etiquette.
11.8 Describe the procedures for taking telephone messages.
11.9 Explain how to retrieve calls from an answering service.
11.10 Describe the procedures for placing outgoing calls.
11.11 Explain the function of telephone triage in the medical office.
11.12 Explain the uses of a facsimile machine in a medical office.
Good telephone management shows that the staff is
Poor telephone management results in
What two things does proper telephone management do?
ANSWER: Proper telephone management keeps patients informed and ensures patient satisfaction.
The 5 Cs
What are the 5 Cs of communication and what does each mean?
2) Emergency CallsManaging Incoming Calls: Routing Calls
Generally, three types of calls are received in the office:
Diagnostic reports (lab and x-ray)
General administrative questions
Reports from hospitals and patients
Prescription renewals (if previously approved by the physician)
Patient complaints regarding administrative issuesManaging Incoming Calls: Routing Calls (cont.)
A routing list specifies who is responsible for handling certain types of calls.
The medical assistant is just returning from lunch, and the office telephone is ringing. When the medical assistant answers, the caller interrupts her greeting and says, “No, do not put me on hold again, I have been on hold for 10 minutes!” How should the medical assistant respond to this caller?
ANSWER: The medical assistant should remain calm, allow the caller to express his or her concerns, apologize for any inconvenience, and inform the caller that you would like to help. The MA should not attempt to shift the blame by telling the caller that he or she was just returning from lunch and instead should put effort into assisting the caller.
A medical assistant working in a large medical/surgical practice answers the telephone. The caller states “Hi, I’m Dr. X., did Dr. C. perform Mrs. A. W.’s surgery yesterday?” How should the medical assistant respond?
ANSWER: The medical assistant should request that Dr. X hold to speak with the physician. You may not disclose any information concerning a patient, including whether or not patient A.W had surgery, even to a physician. In addition, this may not really be Dr. X.
Putting a call on hold
Telephone Etiquette: Making a Good Impression
Telephone Etiquette: Making a Good Impression
What should you do when you have to place a caller on hold?
ANSWER: When a caller has to be placed on hold, first ask the purpose of the call. Then tell the caller why you need to place him or her on hold and how long the wait will be. Check with the caller at frequent (2-minute) intervals. Offer to call back if the wait will be lengthy.
Contents of a Telephone Message Pad
Telephone ( )__________________extension________
Your name or initials
Always keep a pen and paper near the telephone so you are prepared to record the message.
Date of birth
Answer True or False to the following:
___ Documenting calls can protect against legal actions.
___ Confidentiality is just as important when making telephone calls as in written communication.
___ You should ask for the patient’s SSN if you have to pull his/her record.
___ You should repeat key points to verify information.
What steps should you take to retrieve messages from an answering service?
The medical assistant has been informed that the office physician and the consulting physician must speak with the daughter of an unresponsive patient recently diagnosed with a terminal condition. The daughter resides out of town. What would you do in this situation?
ANSWER: This situation requires that three parties be able to communicate at the same time to each other. Setting up a conference call would be most plausible.
Telephone triage is used as a process of deciding what action to take
Learning the Triage Process
Level of Severity
Categorizing the Problem
What is telephone triage and what does it entail?
ANSWER: Telephone triage is a process used to decide what action to take when a patient calls the office with a clinical problem. Telephone staff use office guidelines to determine a course of action based on the of the level of severity of the problem.
As you escort Mr. James to the exam room, you notice that a repairman is looking at a document on the fax machine. What should you do?
ANSWER: You should ask Mr. James to wait where he is and excuse yourself to deal with the repairman. Tactfully tell the repairman that he should not be reading the information on the fax machine. You should also suggest to the office manager that the fax machine be moved to a less accessible location.
When people talk, listen completely. Most people never listen.
~ Ernest Hemmingway