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After completing this chapter, you will understand which calls may be handled by the medical assistant and which require the physicians attention. This chapter helps you identify which calls are considered emergencies and how to properly route these calls. You will learn how to effectively handle difficult telephone situations or complaints and how to properly document messages taken.
CHAPTER 13 Telephone Techniques 13-2 Learning Outcomes (cont.) 13.1 Explain the purpose of the telecommunications equipment commonly found in the medical office 13.2 Relate the five Cs of effective communication to telephone communication skills 13.3 Define the following terms involved in making a good impression on the telephone: telephone etiquette, pitch, pronunciation, enunciation, and tone 13-3 Learning Outcomes (cont.) 13.4 Describe how to appropriately handle the different types of calls coming into the medical practice 13.5 Summarize the purpose of the office routing list in regards to call screening 13.6 Carry out the procedure for taking a complete telephone message 13.7 Outline the preparation required prior to making outgoing calls and the skills used in making the phone call 13-4 Introduction • Telecommunications – Telephone • Etiquette • Routing calls • Triaging calls • Messages – Other communication devices 13-5 Telecommunications Equipment • Telephone system • Multi-line telephones • Automated voice response unit – Answer calls – Make reminder calls – Patient surveys 13-6 Telecommunications Equipment (cont.) • Voicemail • Answering machine • Answering service Cell Phones – Personal and Business Use • Personal use – Be considerate of others – Office policy • Business use 13-7 13-8 Pagers (Beepers) • Technology • Calling a pager • Interactive pagers – Two-way communication – Traditional page capabilities also 13-9 Patient courtesy phone • Block long distance • Keeps business lines free • Limit time 13-10 Telecommunication Devices for the Deaf • Specially designed telephone • Message is typed and relayed to – Another TDD – Telecommunications relay service (TRS) 13-39 Taking Messages (cont.) • Maintaining patient confidentiality – Do not repeat any confidential information over the telephone – Maintain confidentiality with written messages 13-40 Right! Apply Your Knowledge Answer True or False to the following: T Documenting calls can protect against legal actions _ T Confidentiality is just as important when making _ telephone calls as in written communication F You should ask for the patient’s SSN if you have to _ pull his/her record Date of birth T You should repeat key points to verify information _ 13-41 Placing Outgoing Calls • Locating telephone numbers – Patient record – Office file of commonly used numbers – Telephone directory, directory assistance, or the Internet • Area codes 13-42 Placing Outgoing Calls (cont.) • Applying your telephone skills – Plan before you call – Double-check the number – Allow time for the person to answer – Identify yourself 13-43 Placing Outgoing Calls (cont.) • Applying your telephone skills – Ask if the time is convenient – Be ready to speak when the person answers – Be sure the person has paper and pencil if you are giving information 13-44 Placing Outgoing Calls (cont.) • Reaching voicemail or answering machine – Leave only enough information for the patient to callback – Comply with HIPAA law 13-45 Placing Outgoing Calls (cont.) • Retrieving messages from answering system or service – Set a regular schedule and call at scheduled times – Verify the information • Arranging conference calls – Remember the different time zones – Suggest several time slots as options 13-46 Apply Your Knowledge What you need to to make an outgoing call? ANSWER: Plan – have all information available before dialing Double-check the phone number Allow adequate time for the person to answer Identify yourself Ask if the time is convenient Be ready to speak when the person answers Be sure the person has paper and pencil if you are giving information r 13-47 In Summary 13.1 Telecommunications equipment found in the medical office includes: multi-line phone for incoming and outgoing calls; automated voice response unit to route calls automatically to the correct person or department; answering machine or answering service to pick up calls and messages; and cell phones and/or beepers to reach medical staff when they are not in the office Additionally, a patient courtesy phone and/or a TDD may be found in the office 13-48 In Summary (cont.) 13.2 The five Cs of effective communication are important in all types of communication and the telephone is no exception All forms of communication are more easily understood using these principles 13.3 Telephone etiquette means to handle all calls professionally and politely using good manners Pitch is the high or low level of your voice, projecting interest in what you are saying Pronunciation is saying words correctly and enunciation is saying them clearly Tone projects how you are feeling; in the office, your tone should always be positive and respectful 13-49 In Summary (cont.) 13.4 The medical assistant may receive calls from patients, attorneys, and others Always refer to the office policies and procedures manual regarding how to handle incoming calls appropriately Remember, always be courteous to the caller 13-50 In Summary (cont.) 13.5 Screening calls categorizes the importance of the call in regards to how quickly the patient’s problem or question needs to be handled The routing list is a guideline for the entire staff to recognize which types of calls should go to each member of the medical staff, following office protocol as to the duties and scope of practice for each team member 13-51 In Summary (cont.) 13.6 In addition to complete information from the caller regarding what the call is about, each complete telephone message should contain the following information: date and time of the call; name of the person for whom the message was taken; the caller’s name and name of the patient (if different from the caller); the caller’s telephone number with area code; a description or action to be taken; a complete and concise message; and the name or initials of the person taking the message 13-52 In Summary (cont.) 13.7 Prior to placing an outgoing call, be sure to have all necessary information in front of you, including the name of the person to be reached and the correct phone number Dial the number carefully, identifying yourself when the phone is answered, asking for the person you need to reach As always, use the five Cs of communication to complete the exchange 13-53 End of Chapter 13 When people talk, listen completely Most people never listen ~ Ernest Hemmingway ... skills 13. 3 Define the following terms involved in making a good impression on the telephone: telephone etiquette, pitch, pronunciation, enunciation, and tone 13- 3 Learning Outcomes (cont.) 13. 4... attentive and helpful image • Professional and knowledgeable 13- 13 Communication Skills • Using tact and sensitivity • Showing empathy • Giving respect • Being genuine • Being open and friendly... helpful, and alert 13- 20 Telephone Etiquette • Your telephone voice – Use non-technical language – Use a normal tone, but attempt to vary your pitch – Make the caller feel important 13- 21 Your Telephone