Administrative medical assisting 5th by lindh chapter12

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Chapter 12

Telecommunications

© 2014 Cengage Learning All Rights Reserved May not be scanned, copied

or duplicated, or posted to a publicly accessible website, in whole or in part

Basic Telephone Techniques

• First impressions lasting whether

automated phone system answers the call or it is answered in person

Basic Telephone Techniques

• Automated systems

– Should be user friendly

– Option to speak with administrative medical assistant should always be offered

– Message instructing caller what to do if call is emergency

– List of menus

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Basic Telephone Techniques

• Answer incoming calls by end of first

ring and certainly within three rings

• Guidelines to follow when conversation must be interrupted to answer another call

Basic Telephone Techniques

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or duplicated, or posted to a publicly accessible website, in whole or in part

Basic Telephone Techniques

• Telephone personality

– Enunciation: speak clearly and articulate carefully – Pronunciation: say words correctly

– Speed: talk at normal rate

– Posture: sit up straight and use a headset

– Be patient and in control

– Remain calm if call is regarding life-threatening emergency

Basic Telephone Techniques

• Professional telephone etiquette

– Treat others with consideration

– Follow basic telephone courtesies

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Basic Telephone Techniques

• Answering incoming calls

– Preparing to take calls

– Answering calls

• Name of facility clearly identified

• Name of person with whom caller speaking

• Obtain caller’s full name and correct spelling

• Ask if emergency call

• Ask for caller’s telephone number, street address, date of birth

• Determine how you can be of assistance

Basic Telephone Techniques

• Answering incoming calls

– Screening calls

• To be sure caller talks to person who will be most helpful

• To ensure provider’s time efficiently managed

• Tactful persistence to get information needed to direct caller

• Be polite and professional at all times

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Basic Telephone Techniques

• Transferring a call

– Acquire caller’s personal information and associated information

situation-– Determine best person to assist with situation

– Place caller on hold and see if person best suited

to assist is available

– Follow telephone system procedure to transfer call – Follow up to see if transferred correctly

Basic Telephone Techniques

• Taking a message

– Use message pad or TPMS screen

– List of information that should be taken with each call

– Repeat information to verify

– Attach message to patient chart before placing message on provider’s desk

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Basic Telephone Techniques

• Ending the call

– Is as important as answering promptly

– End conversation courteously

– Repeat pertinent information back to caller

– Pause for additional questions

– Say “Good-bye”—no slang

– Stay on line until caller hangs up first

Routing Calls in Medical Office

• Types of calls MA can take

– Established and new patients

– Scheduling appointments and patient tests

– Billing questions

– Insurance information

– Requests for prescription refills

– Receiving routine progress reports

– General information about practice

– Sales people

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Routing Calls in Medical Office

• Types of calls referred to provider

Routing Calls in Medical Office

• Special consideration calls

– Referral calls to other facilities

– Emergency/urgent calls

• Direct caller to call 911 if caller believes they may be experiencing life-threatening emergency

• Evaluate urgency of medical situation and prioritize call

• Urgent condition requires medical intervention and can

be handled at ambulatory care center

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Routing Calls in Medical Office

• Special consideration calls

Routing Calls in Medical Office

• Special consideration calls

– Angry callers

• Defuse the situation

• Remain calm and in control

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Routing Calls in Medical Office

• Special consideration calls

– Older adult callers

• Do not make assumptions

• Be aware of hearing impairments

• Ask if patient has any questions

• Repeat and simplify information if needed

• Communicate with family members if needed

Routing Calls in Medical Office

• Special consideration calls

– English-as-a-second-language callers

• Bilingual employee

• Do not make assumptions

• Patient who does not speak fluent English may still understand as well as anyone

• Speak at a normal volume and more slowly

• Be willing to review information

• Be patient

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Telephone Documentation

• Medical information request over phone should be discouraged

• Use call back verification procedures

• Request caller’s name and phone

number

• Call back and verify identity of caller

• Documented in or patient’s medical

record

Using Telephone Directories

• Medical assistant should have on hand print and online telephone directories

• Contain very useful information

– Emergency and nonemergency numbers

– Internet guide

– Information guide and consumer tips

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Using Telephone Directories

• Contain very useful information

– Community pages

– Phone service pages

– Government pages

– Index

Using Telephone Directories

• Medical centers and hospitals produce another type of directory with phone

numbers specific to that facility

• Online telephone directory services

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Placing Outgoing Calls

• Know what information is needed and have it available beforehand

• Make calls from telephone in location free of distractions

• Establish a routine

Placing Long-Distance Calls

• Direct dialing calls

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Legal and Ethical Considerations

• Patient confidentiality

• Right to privacy

• Practice sensible risk management

HIPAA Guidelines for Telephone Communications

• Determine if patient has requested

confidential communication

• If patient has not requested confidential communication, treat as normal call

• If patient has requested confidential

communication and provided alternative phone number, be sure only alternative number is called

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HIPAA Guidelines for Telephone Communications

• Caller should identify self by name and use official name of practice

• Do not leave any medical information or mention purpose of call

• Never leave messages containing test results

• When patient is contacted, it is

acceptable to discuss medical

information over phone

Americans with Disabilities Act (ADA)

• Requires health care providers give

effective communication alternatives to people with hearing loss

– Health care provider can choose device as long as result is effective communication

– Teletype (TTY) and telecommunication device for the deaf (TDD) options

– Cost of alternative devices or services cannot be billed to patient

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Telephone Technology

• Automated routing units (ARU)

– Manage heavy telephone traffic

– Electronic mailboxes

– Advantages and disadvantages

Telephone Technology

• Answering services and machines

– Take calls after hours

– Answering services use a live operator and provide flexible routing services

– Machines must be checked frequently for messages

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Telephone Technology

• Voice over Internet Protocol (VoIP)

telecommunications

– Biggest advantages are price and flexibility

– Convert a voice to a digital signal that travels over Internet or virtual private network

– Three types of VoIP services

• Analog telephone adapter (ATA)

• IP phone

• Computer/computer

– VoIP security and safeguards

Telephone Technology

• Facsimile (fax) machines

– Used to send reports, referrals, insurance

approvals, and informal correspondence

– Transmission sent over telephone lines from one fax machine to another

– Confidentiality is an issue

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Telephone Technology

• Electronic mail (email)

– Sending, receiving, storing, forwarding messages

in digital form over computer networks

– Non–real-time method of communication

– Can be sent to multiple people at same time

– Professional email etiquette must be adhered to – Advantages and disadvantages

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Telephone Technology

• Clinical email

– Means of communication between patients and primary care provider

– Communication not considered urgent

– Confidentiality issues must be considered

– Messages printed out and filed in chart

– Written agreement of understanding

– Legal and ethical issues

Telephone Technology

• Interactive videoconferencing

– Uses the Internet, computer, real-time

transmission of patient observations so specialist can examine patient

– Special instruments digitize information required to make diagnosis

– Conference frequently recorded for future review

by either specialist or local provider

– Ensure HIPAA compliance

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Telephone Technology

• Cellular service

– Offers convenience and flexible communication – Smartphones available in many models and sizes – Not secure

Professionalism in Telecommunications

• Phone answered in professional

manner

• Concerns addressed promptly

• Always be courteous and diplomatic

• Work within scope of one’s education, training, ability, legal boundaries

• Personal telephone calls should be

© 2014 Cengage Learning All Rights Reserved May not be scanned, copied

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Professionalism in Telecommunications

• Slang terms should not be used

• Use appropriate guidelines when

releasing information

• Follow confidentiality procedures

• Documentation is mandatory for

follow-up care and for legal implications

• Continued education important to stay

on leading edge of new technologies