1 elsevier items and derived items © 2009 by saunders, an imprint of elsevier inc. chapter 39...

1Elsevier items and derived items © 2009 by Saunders, an imprint of Elsevier Inc.

Chapter 39Chapter 39Telephone Techniques

Elsevier items and derived items © 2009 by Saunders, an imprint

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PretestPretest

1. The medical assistant should obtain a caller’s name before placing the caller on hold.

2. A caller will not be able to pick up nonverbal cues during a telephone call with the medical office.

3. Call forwarding sends telephone calls to a different extension or telephone number.

4. Most medical offices rely only on voicemail during the night and weekends.

5. Patient insurance information may be sent electronically using telephone lines.

True or False


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Pretest, cont.Pretest, cont.

6. Physicians should not be contacted when out of the office using cell phones or pagers.

7. A telephone electronic routing system avoids placing incoming calls on hold.

8. A physician will accept a call from another physician, even if it interrupts a patient examination.

9. The medical assistant may not take a message from a laboratory that includes the results of diagnostic tests.

10. If a patient requests a prescription refill, the medical assistant should ask for the pharmacy name and telephone number.

True or False


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1. The telephone may be the first contact with the medical office

2. Managing the telephone is one of the most important jobs in the medical office

Introduction to TelephoneTechniques

Introduction to TelephoneTechniques


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Telephone CourtesyTelephone Courtesy

1. The telephone should be answered promptly, within three rings

2. The medical assistant (MA) identifies the office and himself or herself


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3. Important to ask politely who is calling4. Always speak before putting someone on

hold 5. Avoid putting a physician on hold6. Check back at least every 30 seconds with a

caller on hold7. Avoid doing something else while on the

phonea. Other workb. Chewing gum or eating

Telephone Courtesy, cont.Telephone Courtesy, cont.


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Telephone PersonalityTelephone Personality

1. Telephone voice gives nonverbal cuesa. Interest, friendliness, concern, and

understanding are communicatedb. Boredom, anxiety, and lack of concern

are also communicated2. MA should stay focused on the call and

smile


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Telephone Personality, cont.Telephone Personality, cont.

3. Use the same volume as when speaking in person

4. Avoid developing an artificial telephone voice, which often comes across as cold and unreal

5. Enunciate clearly (speak clearly)


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Effective TelephoneCommunications

Effective TelephoneCommunications

1. The caller needs to have the MA’s complete attention

2. Try to complete call without interruption3. Being organized facilitates handling

calls


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Effective TelephoneCommunications, cont.


4. Have information and materials available to handle the majority of phone calls

a. Message slipsb. Pensc. Appointment book or computer appointment

screend. List of frequently called numberse. Desk clock, computer clock or wrist watch to

note time of messages


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5. Begin by identifying the practice and giving own name

6. Ask for caller’s name if caller fails to identify self

7. Use complete sentences and avoid being abrupt

8. Important to use good posture when talking on the telephonea. Back supportedb. Neck in neutral positionc. Feet flat on the floor or supported on a footstool


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9. Use headset if answering telephone is a frequent duty

a. Tucking receiver between head and shoulder places strain on shoulder muscles

b. Headset allows for good body posture and leaves hands free


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10. Be clear with callers about when they can expect their calls to be returned

11. Avoid cutting into a person’s replies—even if he or she rambles

12. Let the caller know what the MA can and will do for follow-up


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Telephone Headset Leaves Hands Free


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Telephone TechnologyTelephone Technology

1. Multiline telephone with several extensions is commonly used

2. Flashing light usually identifies line that is ringing

Multiline Telephones


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Telephone Technology, cont.Telephone Technology, cont.

From Young AP, Proctor DB: Kinn’s the medical assistant, ed 10, St. Louis, 2007, Saunders


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3. Should handle second call and return to first as soon as possible

a. Tell first caller he or she will be placed on hold

b. Handle calls in order4. Calls are transferred if caller asks for

another person or extensiona. Caller is identified before transferring the

callb. Helpful to keep names of callers on hold

written downc. If hold light continues to flash, should check

with caller every 30 seconds to be sure call goes through


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Other Features of Multiline Phones1. Speed dialing: storage of frequently called

numbers2. Call forwarding: send calls to another

extension or telephone number3. Call park: place call on hold and retrieve

from another number4. Caller ID: identifies caller’s telephone

number


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1. Answering servicea. Used by most physician’s offices when

office is closedb. Independent company answers

telephones for a number of clients

2. Some offices use an answering machine with message and instructions

Answering Machines and Answering Service


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3. Voice mail also commona. Built into the telephone system b. Messages can be left in a number of

“mailboxes” for different peoplec. May have mailboxes for each staff member d. Each voice mailbox has a separate extensione. In some systems can enter last name of

person being called if extension is not knownf. Offices with voice mail also rely on answering

services for after hours calls

Voice Mail


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Electronic Information TransferElectronic Information Transfer

Fax Machine1. Fax machine uses telephone lines to

send images (text and pictures) over the phone

2. Office should have dedicated telephone line for fax machines


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Electronic Information Transfer, cont.


3. Fax phone number should be listed next to every phone for convenience

4. If confidential information must be sent via fax, be sure to designate as “Confidential” on the cover sheet and obtain patient consent (unless emergency)


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From Young AP, Proctor DB: Kinn’s the medical assistant, ed 10, St. Louis, 2007, Saunders


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Electronic Data Transmission1. E-mail, billing, and insurance information

can be transmitted using telephone system

2. There are various technologies for electronic transmission using telephone linesa. Modem requires dedicated telephone lineb. DSL (digital subscriber line) is faster and can

use same telephone line for voice transmission

c. Fiberoptic cable provided by telephone company

3. Cable modem uses cable television cable


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E-mail1. Method of sending, receiving, and storing

messages and files using the Internet2. Should be assumed that messages are not

secure3. MA should not use office e-mail for private

messages


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Electronic Transmission of Billing and Insurance Information

1. Information is transmitted via telephone lines to billing departments, billing affiliates, and/or insurance companies

2. HIPAA Security Rule requires measures to keep patient health information secure

a. Secure networksb. Encryption system, such as SSL (Secure

Sockets Layer)


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1. Cell phone uses radio signals for telephone contact

2. Smartphone has additional features

Cellular Telephones and Smartphones


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a. PDA (personal digital assistant) with various software tools

b. Internet connectionc. Ability to send and receive e-mailsd. In some cases, access to patient electronic

medical records

3. Physician cell phone numbers should not be given to patients


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1. Direct dial to pagers (beepers) a. Digital pagers: leave a number to return

callb. Alphanumeric pagers: display a message

in addition to telephone number

2. Used when area has unreliable cell phone service or in larger institutions

3. Simple pager can be used so that patients can leave the waiting room

Pagers


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Incoming CallsIncoming Calls

1. Electronic (voice mail) routing system directs call to appropriate part of office

2. Saves expense of a staff person who would otherwise be answering the phone

3. Electronic routing keeps patients from being put on hold

Electronic Routing System


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Incoming Calls, cont.Incoming Calls, cont.

4. Some patients find electronic routing confusing and frustrating

a. Must listen to a number of optionsb. Person they need to speak to may not be

availablec. Person they need to speak to may not return

call promptly


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Incoming Calls, cont.Incoming Calls, cont.

5. Calls answered by the MA offer the human touch

a. One person is responsible for routing callsb. Person gives a little more attention to

individuals who might be confused by voice mail


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Managing Incoming CallsManaging Incoming Calls

Performing Telephone Screening1. MA decides how important the call is

a. Routine calls are handled in the order they come in

b. Calls from physicians are put through at once

c. Emergency calls are treated as urgent and receive top priority

d. Calls from the physician’s relatives may be put through


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Managing Incoming Calls, cont.Managing Incoming Calls, cont.

2. It is polite to obtain the caller’s name and ask to put the call on hold

3. MA decides who should handle the calla. If caller asks for member of the office staff by

name, call is transferredb. If caller has a question, MA decides best

person to answer call c. Most physicians don’t take calls while seeing

patients unless they have told staff to put a certain caller through or unless it is another physician


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Calls the Medical Assistant Usually Handles1. Requests to schedule appointments

a. May schedule office appointments or outside laboratory or hospital appointments

b. May schedule tests for patients

2. Billing inquiriesa. Refers to the patient account in the computerb. Gives caller the information requestedc. May refer caller to billing specialist or office

manager


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3. Receiving diagnostic test and laboratory resultsa. Results may be sent by fax or computerb. If telephoned, MA takes information on blank

laboratory slip c. Records patient’s name and date when tests

were takend. Pulls patient medical record after taking results

and clips results to fronte. Records all data accurately


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4. Requests for informationa. Gives directions to the officeb. Explains office hours and office’s medical

specialty


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Taking Messages1. Best to use message pad that makes a copy2. If message form does not make a copy, MA

keeps a telephone log


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3. Do not write in a space intended for physician follow-up

4. Include all informationa. Date and timeb. Name of physician or staff member being calledc. Patient’s full name and date of birthd. Clear message that indicates what the caller

wants


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e. Additional information to clarify the messagef. Medication allergies if patient is ill or requests

medicationg. Telephone number to return call and pharmacy

telephone number if appropriateh. Initials of MA taking the message

5. Use message form when transcribing messages from answering machine or voice mail


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Patient Requests for Test Results1. Find out when and where the test was

done 2. Locate the medical record and be sure

laboratory report and results are in the record

3. Leave the message and the medical record for the physician

4. Follow up as instructed by physician a. Call patient with resultsb. Schedule follow-up test or appointment


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Patients Reporting Satisfactory or Unsatisfactory Progress

1. If patient reports satisfactory progress, take brief message

2. If patient reports unsatisfactory progress, take a more complete message

3. Place medical record with message for physician to review


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Requests for Medication or Prescription Refills

1. MA gets patient’s name and date of birth

2. Identifies medication, dosage, and number prescribed before


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3. If patient calls, gets the pharmacy phone number and how often the patient takes the medication

4. If the medication is an antibiotic or controlled substance, asks about symptoms that require a refill


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5. Instruct the patient to check with the pharmacy the next day

6. Physician follows up directly with the pharmacy or writes a message for the MA to call in

7. If MA calls the pharmacy, should always document in the medical record


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Sample Message for Prescription Refill


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Calls for Referrals 1. Patient may call to say he or she needs a

referral to see a specialist or to have laboratory work

a. MA records the necessary informationb. Checks with the physician to make sure

referral is necessaryc. Completes referral forms as completely as

possible and obtains signature


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Calls Requesting Laboratory or Diagnostic Tests

1. Patient may request a laboratory or diagnostic test

a. MA obtains authorization from the physicianb. Completes necessary laboratory slip for patient

to pick up or enters information into computer


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Patients with Medical Questions1. Take a message for a physician or refer call

to other staff member2. Office should have written guidelines to

screen medical questions


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Calls from Other Physicians1. Put calls from physicians right through to the

physician2. Give the name of the calling physician3. May need to transfer the call to another

extension for privacy


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Calls from Salespeople 1. Salespeople are often seen by the office

manager, who gives information to the physician

2. Drug representative must call for an appointment with the physician

3. These appointments usually made during lunch

a. Physician must agree before such an appointment is made


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Urgent or Emergency Calls1. MA should remain calm and get the

following informationa. Caller’s nameb. Caller’s phone numberc. Identity of person who has the problem

and relationship to callerd. Patient’s symptoms and current conditione. Brief history of symptoms or accidentf. Any treatment that has already been

given


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2. Follow office procedure after determining nature of urgent call using procedure manual

3. If no licensed professional in the office, the MA must advise the caller

a. If emergency is serious or life threatening, tell caller to call an ambulance (911)

b. MA may make the call for the caller c. If a case of poisoning, instruct caller to call

poison control center for your aread. If patient can walk, caller can be instructed to

take the patient to the emergency department or call an ambulance


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4. If problem can be treated in office, gives patient an appointment

5. If MA is unsure how urgent the problem is, contacts physician for instructions

6. If in doubt, it is always safer for the MA to instruct the patient to call an ambulance


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Problem CallsProblem Calls

The Caller Who Refuses to Give Information1. Usually an individual who wants to speak to

the physician2. Explain that the caller’s name and telephone

number is necessary to take a message3. Caller can write a letter to the physician and to

mark it personal


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Problem Calls, cont.Problem Calls, cont.

Complaints1. Listen carefully2. Avoid getting angry3. Act professional and be patient4. Get as much information from the caller as

possible


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5. Avoid hanging up on an angry caller6. Keep voice at normal speaking tone7. Instruct patient what follow-up to expect and

when to expect it


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Patients with Special Problems1. Listen carefully and try as much as possible

to understand2. Always obtain caller’s name and telephone

number3. Speak slowly and clearly without shouting4. Use simple language


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5. Ask if caller understands what you are saying

6. Get translator if necessary7. If patient seems confused, ask if there is

another person who can help


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Outgoing CallsOutgoing Calls

1. Privacy should be provided when making calls to patients

2. Leave only office name and telephone call with request for patient to call back on answering machine

3. If calling about bill, discuss only with patient

4. Organize all information before placing calls

Local Calls


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Outgoing Calls, cont.Outgoing Calls, cont.

5. If placing a call for a physician, make sure physician is ready to talk first

6. Staff should not make or receive personal calls except for emergencies a. Personal calls tie up phone lines and take

time away from workb. Outgoing personal calls should occur at

lunch time or break on a personal cell phone


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1. Can usually be dialed directly2. To obtain phone number, can use long

distance directory at area code + 555-1212

3. Should be aware of different time zones when making long distance calls

4. Office may have a code to prevent unauthorized long distance calls

Long Distance Calls


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1. Some phone systems allow conference calls among three parties

2. MA may set up conference calls among more than three parties with a telephone carrier

3. May need to notify all parties of call number and participant code in writing

a. Can notify via e-mailb. Can notify by telephone with follow-up fax

Conference Calls


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PosttestPosttest

1. If a call is on hold, the medical assistant should check back with the caller at least every 30 seconds.

2. When answering the telephone, the medical assistant should first identify the practice and himself or herself.

3. Call park places a call on hold so that it can be retrieved from a different telephone.

4. Voice mail mailboxes each have a separate extension.

5. Confidential information should never be transmitted via a fax machine.

True or False


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Posttest, cont.Posttest, cont.

6. Physicians may have access to e-mail using their smartphones.

7. A telephone electronic routing system saves the expense of designating one person to answer incoming telephone calls.

8. Most physicians take calls from patients while they are seeing other patients.

9. Medical assistants routinely give patients the results of normal diagnostic tests over the telephone.

10. The medical assistant may take a message if a patient wants a referral or a diagnostic test.

True or False

1 elsevier items and derived items © 2009 by saunders, an imprint of elsevier inc. chapter 39...

Documents

elsevier items

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telephone calls

telephone techniques

telephone courtesy

telephone personality

telephone number