TEACH Lesson Plan Manual for Kinn’s The Medical Assistant: An Applied Learning Approach 12 th edition. Chapter 9 Telephone Techniques. Telephone Use in the Medical Office. Define , spell, and pronounce the terms listed in the vocabulary.
TEACH Lesson Plan Manual for Kinn’s The Medical Assistant: An Applied Learning Approach
Define, spell, and pronounce the terms listed in the vocabulary.
Determine and discuss the source of incoming and outgoing calls to a physician’s office.
Describe how to develop a pleasing telephone voice.
Explain why courtesy is so important when speaking on the telephone.
Demonstrate the correct way to hold a telephone handset.
Demonstrate the correct way to answer the telephone in the office.
Discuss different ways to handle callers who want to speak to the physician.
List the seven elements of a correctly handled telephone message.
Demonstrate the correct way to record a message accurately and take a request for action.
Demonstrate the most efficient way to call in a prescription or a prescription refill to a pharmacy.
Explain how angry callers might be handled.
Discuss how the medical assistant should handle callers who have a complaint.
List several questions to ask when handling an emergency call.
Discuss several useful sections of the introductory pages of the phone directory.