Lecture Medical assisting: Administrative and clinical procedures with anatomy and physiology (4/e) – Chapter 11

Chapter 11 - Telephone techniques. After reading this chapter, you will be able to demonstrate proper telephone etiquette by using common courtesy, proper pronunciation, tone, and enunciation while speaking. You will learn how to effectively handle difficult telephone situations or complaints and how to properly document messages taken.

Telephone

Techniques

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.

Learning Outcomes

Learning Outcomes (cont.)

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

• Telephone calls must be professionally

and effectively handled

Using the Telephone Effectively (cont.)

Good telephone techniques leave the patient with a positive impression of

• You

• The physician

• The practice

Good telephone management

shows that the staff is

Poor telephone management results in



Communication Skills (cont.)

• Displaying openness and friendliness

• Refraining from passing judgment or

stereotyping

• Being supportive

• Asking for clarification and feedback

Communication Skills (cont.)

Communication Skills (cont.)

The 5 Cs

of Communication

Apply Your Knowledge

1 What two things does proper telephone

management do?

ANSWER: Proper telephone management keeps

patients informed and ensures patient satisfaction.

Apply Your Knowledge

2 What are the 5 Cs of communication and what

does each mean?

ANSWER: The 5 Cs of communication are:

• Completeness – the message must contain all needed

information

• Clarity – it should be legible and free from ambiguity

• Conciseness – it should be brief and direct

• Courtesy – it should be respectful and considerate

• Cohesiveness – it should be organized and logical

Certainly!

Guidelines for Managing Incoming Calls

• Answer calls promptly

• Be able to take a message

• Greet the caller with the medical office

name and your name

• Identify the caller and demonstrate a

willingness to assist him or her

– If the caller does not give his or her name, ask

Guidelines for Managing Incoming Calls (cont.)

• Be courteous, calm, and pleasant

• Identify the nature of the call

• Use the caller’s name when saying goodbye at

the end of the call

• Comply with HIPAA guidelines for confidentiality

of patient information

Screening Calls

• Tips

– Find out who is calling

– Ask what the call is in reference to

the call

– Decide whether to put the call through

themselves

– Determine what to do if the call is personal

Routing Calls (cont.)

• Calls handled by the medical assistant

– Patient complaints regarding administrative issues

Routing Calls (cont.)

• Calls requiring the doctor’s attention

– Emergency calls

– Calls from other physicians

– Patient requests regarding test results

– Patient requests to discuss their symptoms

– Requests for prescription renewals

– Personal calls

A routing list specifies who is responsible for handling certain types of calls

Apply Your Knowledge

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.

Calls from

Patients Medical Assistant Role

• Help set up payment arrangements if possible

given to the patient Questions about

Medications • Get approval for renewals• Answer questions about

Types of Incoming Calls

Types of Incoming Calls (cont.)

Calls from

Patients Medical Assistant Role

Reports of Symptoms • Listen carefully and document

• Schedule appointment as needed

physician

• Document call in patient record

• Apologize for any inconveniences

Emergency Calls

• Must be routed to

the physician immediately

• Includes serious or life-threatening

Types of Incoming Calls (cont.)

• Never use office phone for personal calls

– Limit cell phone use to essential calls only

• HIPAA and confidentiality apply to telephone

calls

• Attorneys

– Follow office guidelines carefully

– Never release any patient information unless the

physician authorizes you to do so

Types of Incoming Calls (cont.)

• Other physicians

– Route calls to the physician

– Do not disclose any patient

information

• Salespeople

– Request that information be

mailed to you about new products– Pharmaceutical representatives may be seen

by the physician

Apply Your Knowledge

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

Using Proper Telephone Etiquette

• Customer service is critical

• Use your telephone voice

respect

never use slang

 Pitch is the high and low level of

Using Proper Telephone Etiquette (cont.)

pronounce, ask the

Making a Good Impression

Exhibiting

courtesy

• Project an attitude of helpfulness

• Always refer to the caller by name

• Thank the caller before hanging up

Giving undivided

attention

• Give the caller the same level of attention as if he or she were right in front of you

• Listen attentively to get accurate information

Making a Good Impression (cont.)

• Handling difficult situations

– If the call is not an emergency, and you are in

the middle of an urgent situation, offer to return the call

• Remembering patient names

– Using the caller’s name during a conversation

makes the caller feel important

• Checking for understanding

– Ask questions to ensure that the caller

• Communicating feelings

– Try to communicate an understanding of the

caller’s feelings (empathy)– Callers tend to have a better perception of the

office if empathy is communicated

• Ending the conversation

– Summarize important points

– Thank the caller for calling (use the caller’s

name)

Making a Good Impression (cont.)

Apply Your Knowledge

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.

Taking Messages

• Documenting calls

– Protects the

physician against legal action

Always keep a pen and paper near the telephone so you

are prepared to record the message.

Taking Messages (cont.)

Telephone Logs

• Manual

– Spiral-bound, perforated

message book – Top copy or original is given

to the message recipient and

a copy is kept in the book

• Electronic

– Message is keyed in as it is

received – Copy can be saved, printed

out, or e-mailed

Taking Messages: Tips

• Keep pen/pencil on hand

• Take notes as information is

given

• Verify spelling

• Verify callback number

• Do not make a commitment

on behalf of someone else

Taking Messages (cont.)

• Ensuring correct information

– Get the correct spelling of the caller’s

name – If you have to pull the patient record,

ask for date of birth – Repeat key points for verification

• Maintaining patient confidentiality

– Do not repeat any confidential information over the

telephone – Maintain confidentiality with written messages

Apply Your Knowledge

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.

Telephone Answering Systems

• Single telephone or complex

multiline systems

• Common equipment and

services used in the medical

office

– Automated voice mail

– Answering machine

– Answering service

Telephone Answering Systems (cont.)

• Retrieving messages from answering service

– Set a regular schedule and call

at scheduled times – Identify yourself and the practice name

– Write down all pertinent information on telephone log – Repeat the information to verify – Route messages per office policy

Apply Your Knowledge

ANSWER: To retrieve messages from an answering service you should

1 Set a regular schedule and call at scheduled times

2 Identify yourself and the practice name

3 Write down all pertinent information on telephone log

4 Repeat the information to verify

5 Route messages per office policy

What steps should you take to retrieve messages

from an answering service?

CORRECT!

Placing Outgoing Calls

• Locating telephone numbers

– Patient record– Office file of commonly used numbers

– Telephone directory, directory assistance, or the Internet

Placing Outgoing Calls (cont.)

• Applying your telephone skills

– Plan before you call

– Double-check the phone number

– Allow 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

Placing Outgoing Calls (cont.)

• Arranging conference calls

– Calls between several people at different

locations– Remember the different time zones

– Suggest several time slots as options

Apply Your Knowledge

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.

PERFECT!

Telephone Triage

Telephone triage is used as a process of deciding what

action to take

Learning the Triage Process

given guidelines to handle common

conditions

determine whether caller requires

Telephone Triage (cont.)

• Automated telephone triage

Remind patients of upcoming appointments

Conduct patient surveys

Give patients test results

Managing referrals

Assist with preventive care

Categorizing the Problem

the symptoms and are not a diagnosis

Telephone Triage (cont.)

Telephone Triage (cont.)

 Telephone situations must be handled correctly

to protect the health and safety of the patient

Apply Your Knowledge

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.

Great!

Telecommunications and Faxes

• Automated telephone system

– Recorded voice identifies

department or services– Numbered choices

• Facsimile (fax) machines

– HIPAA guidelines must

be followed for patient confidentiality– Fax machine should be located in secure

location

Telephone Slamming and Cramming

Pagers and Cell Phones

• Pager

– Personal

telecommunications device for short

messages – Types

• Only receive messages

• Send and receive mail and numeric messages

e-• Cell phone

– Mobile voice or data communication

• Remember to maintain patient confidentiality

Apply Your Knowledge

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.

In Summary

11.1 Effective communication skills are important

because they employ a positive image and assist with satisfying the expectations of the patient

11.2 Answer incoming telephone calls promptly

Be courteous and pleasant at all times on the telephone

11.3 In compliance with HIPAA, information

communicated by telephone should be confidential and private so that information cannot be overheard

In Summary (cont.)

11.4 When calling in prescription renewals, pull the

patients charts Make sure you are in a private location in the office before releasing information to the pharmacy Document the conversation

11.5 Calls handled by the medical assistant and

other staff members may vary The medical assistant handles less complex telephone calls than does the physician or nurse Calls should always be routed to the appropriate

In Summary (cont.)

11.6 Always refer to your policy and procedure

manual regarding how to handle incoming calls appropriately Remember to always be courteous

11.7 Customer service is critical when using the

phone, and provides your office with a tone of professionalism

11.8 When taking telephone messages, always

have a pen and pencil near the phone

Proper documentation protects the physician

In Summary (cont.)

11.9 Retrieve messages from an answering

service at a set scheduled time, identify

yourself, write down pertinent information, and

repeat information—confirming that you

understand

11.10 When placing outgoing calls, check the

time zone, obtain information from the

physician that needs to be provided, and

arrange for consultations if needed

In Summary (cont.)

11.11 Telephone triage is used as a process of

deciding what actions need to be taken by the physician or other staff members after the telephone call

11.12 Fax machines may be used for various

electronic transmissions such as lab reports, insurance reports, and other approvals

Make sure that the fax machine is in a secure and private area

When people talk,  listen completely. 

Most people never 

listen.

~ Ernest Hemmingway

End of Chapter 11