Bài giảng Medical Assisting - Chapter 11: Telephone Techniques

Objectives 11-1 Explain how to manage incoming telephone calls. 11-2 Explain the importance of communication skills. 11-3 Compare the types of calls the medical assistant handles with those the physician or other staff members handle. 11-4 Describe how to handle various types of incoming calls from patients and from others. 11-5 Discuss the importance of proper telephone etiquette.

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PowerPoint® to accompany Second EditionChapterCopyright © The McGraw-Hill Companies, Inc. Permission required for reproduction or display.Medical Assisting Chapter 11Ramutkowski • Booth • Pugh • Thompson • Whicker1Objectives11-1 Explain how to manage incoming telephone calls.11-2 Explain the importance of communication skills.11-3 Compare the types of calls the medical assistant handles with those the physician or other staff members handle.11-4 Describe how to handle various types of incoming calls from patients and from others.11-5 Discuss the importance of proper telephone etiquette.Telephone Techniques 2Objectives11-6 Describe the procedures for taking telephone messages.11-7 Explain how to retrieve calls from an answering service.11-8 Describe the procedures for placing outgoing calls.11-9 Explain the function of telephone triage in the medical office.11-10 Explain the uses of a facsimile machine in the medical office.Telephone Techniques (cont.)3Using The Telephone EffectivelyGood telephone techniques leave the patient with a positive impression of:YouThe PhysicianThe PracticeGood Telephone Management Shows That:Poor Telephone Management Results In: Staff is caring Staff is attentive Staff is helpful Bad feelings Misunderstanding Unfavorable impressions4Using The Telephone EffectivelyThe 5 C’s ofCommunicationCompleteClearConciseCourteousCohesive5Managing Incoming CallsCalls should be answered promptlyGreet the caller with the medical office name and your nameBe courteous, calm, and pleasantIdentify the nature of the callIf the caller does not give his/her name, ask for itUse the caller’s name when communicating and saying goodbye at the end of the call6Managing Incoming Calls (cont.) Screening CallsFollow the office policy to determine: Calls that should be put through immediately Calls that should be returned later Calls that should be handled by another staff member other than the physicianGenerally, 3 types of calls received in the office pertain to:1) Administrative Issues2) Emergency Calls 3) Clinical Issues7Managing Incoming Calls (cont.) Routing CallsCalls Handled By the Medical Assistant:AppointmentsBilling InquiriesInsurance QuestionsDiagnostic Reports (lab & X ray)Other Reports from patients and hospitals, etc.Referral RequestsPrescription Renewals (physician must approve)Patient Complaints8Calls Requiring the Doctor’s Attention:Emergency callsCalls from other physiciansPatient requests regarding test resultsPatient requests to discuss their symptomsRequests for prescription renewalsPersonal callsManaging Incoming Calls Routing Calls (cont.) A routing list specifies who is responsible for handling certain types of calls.9Apply Your KnowledgeThe medical assistant is just returning from lunch, and the office telephone is ringing. When the medical assistant answers, the caller interrupts her greeting and states “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?10Apply Your Knowledge - AnswerThe medical assistant is just returning from lunch, and the office telephone is ringing. When the medical assistant answers, the caller interrupts her greeting and states “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?Remain calm and allow the caller to express his/her concerns. Apologize for any inconvenience and inform the caller that you would like to help. It is not a good idea to attempt to shift the blame by telling the caller that you were just returning from lunch, instead put effort into solving the concern.11Calls From PatientsMedical Assistant Role Make or change appointments as neededBilling Inquiries Clarify bill or charges Assist to set-up payment arrangements if possibleDiagnostic Reports If information is given be sure to document it in the recordQuestions About Medications Get approval for renewals Answer questions about medicationsAppointmentsTypes of Incoming Calls12Types of Incoming Calls (cont.)Calls From PatientsMedical Assistant RoleReports of Symptoms Listen carefully & document Schedule appointment as neededProgress ReportsRoute follow-up calls to the physician Document call in patient recordRequest for Advice Do not give any medical advice Complaints Apologize for any inconveniences Remain calm & listen then follow through to resolve issue 13Emergency Calls Must be immediately routed to the physician Includes serious or life threatening conditions such as:Severe bleedingDrug ReactionInjuriesPoisoningSuicide AttemptsSevere BurnsLoss of ConsciousnessTypes of Incoming Calls (cont.)14AttorneysFollow office guidelines carefullyNever release any patient information unless the physician authorizes you to do soOther PhysiciansRoute calls to the physicianDo not disclose any patient informationSalespeopleRequest that information be mailed to you about new productsPharmaceutical representatives may be seen by the physicianTypes of Incoming Calls (cont.)15Apply Your KnowledgeA medical assistant working in a large surgical medical practice answers the telephone and the caller states “Hi, I’m Dr. X., did Dr. C. perform Mrs. A. W.’s surgery yesterday?” How should the medical assistant respond?16Apply Your Knowledge - AnswerA medical assistant working in a large surgical medical practice answers the telephone and the caller states “Hi, I’m Dr. X., did Dr. C. perform Mrs. A. W.’s surgery yesterday?” How should the medical assistant respond?It would be best for the medical assistant to request that this physician hold to speak with the physician. This could be someone else, and you are not at liberty to disclose any information. You should not even acknowledge whether Patient “A. W.” did or did not have surgery. 17Using Proper Telephone EtiquetteYour Telephone Voice Speak directly into the receiver. Be friendly & convey interest to the caller. Use non-technical language but never use slang. Use a normal tone but attempt to vary your pitch.Pitch is the high and low level of your speech.18Using Proper Telephone Etiquette (cont.)PronunciationversusEnunciationPronunciation Saying words correctly If the name is difficult to pronounce, ask the patient how it is pronounced Enunciation Saying words in a clear and understandable manner Eating, chewing gum, and incorrect placement of the phone decreases enunciation 19Making a Good ImpressionCourtesy 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 Putting a Call on Hold Always allow the caller to state the purpose of the call prior to placing the caller on hold If you think the wait will be lengthy, offer to call back instead of placing them on hold20Handling Difficult SituationsIf the call is not an emergency, and you are in the middle of an urgent situation, offer to return the call.Remembering Patient NamesCallers feel important when their names are remembered.Checking for UnderstandingAsk questions to ensure that the caller understands what you have discussed and that you understood them.Making a Good Impression (cont.)21Communicating FeelingsTry 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 ConversationSummarize important points.Thank the caller for calling.Allow the caller to hang up first.Making a Good Impression (cont.)22 Always keep a pen and paper near the telephone, so you are prepared to record the message.Contents of Telephone Message PadsTO:____________________________________Date__________ Time_____________ MessageFROM:_________________________________Telephone ( )________________extension____Message Details: Your Name or initialsTaking Messages23Taking Messages (cont.)The Telephone LogA spiral-bound perforated message book is often used to record messages.The top copy or original is given to the message recipient, and a copy is kept in the book for future reference.Ensuring Correct InformationGet the correct spelling of the caller’s name and get date of birth for patients having the same name.Maintaining Patient ConfidentialityYou must maintain confidentiality with written telephone messages and do not repeat any confidential information over the telephone.24Apply Your KnowledgeFind the missing data on this message form.Contents of Telephone Message PadsTO: Dr. “X”Date 12-03-05 Time 0930 MessageFROM: Dr. Telephone (111) 111- 0000 extension 010Message Details: Please call before 2pm today.25Apply Your Knowledge - AnswerFind the missing data on this message form.Name or initials of persontaking the messageContents of Telephone Message PadsTO: Dr. “X”Date 12-03-05 Time 0930 MessageFROM: Dr. Telephone (111) 111- 0000 extension 010Message Details: Please call before 2pm today.(Which doctor???)26Telephone Answering SystemsOffice telephone systems can vary from a single telephone line to a multi-line system.One of the medical assistant responsibilities may be to retrieve information from the answering service.Common equipment and services used in the medical office includes:Automated voice mail.Answering machine.Answering service.27Locating Telephone Numbers Verify accuracy of the number prior to calling Refer to office directories to locate numbers Use directory assistance by dialing (1-800-area code-555-1212) as a last option since a fee is charged for this serviceApplying Your Telephone Skills Plan Allow at least one minute or 8 rings Identify yourself & ask if time is good for personArranging Conference Calls Medical Assistants may need to schedule calls between several people Remember the different time zones Suggest several time slots as optionsPlacing Outgoing Calls28Telephone TriageTelephone triage is used as a process of deciding what action to take. Learning The Triage Process Telephone staff are given guidelines to handle common conditions Telephone staff must determine if caller requires additional care Telephone staff cannot diagnose or treat a patient’s problem Specific information is obtained such as name, age, symptoms, anxiety, etc.29 Categorizing The ProblemLevel of Severity Manage by telephone Manage in office Send patient to emergency care facilityAdvise patients that the recommendations are based on the symptoms they described and are not a diagnosis.Telephone Triage (cont.)30Telephone Triage (cont.)Taking Action Telephone triage staff use the guidelines to determine the course of action needed based on patient symptoms.Telephone situations must be handled correctly to protect the health and safety of the patient.31Apply Your KnowledgeThe 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?32Apply Your Knowledge - AnswerThe 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?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.33End of ChapterEnd of Chapter34