Bài giảng môn Medical Assisting - Chapter 11: Telephone Techniques

11Telephone Techniques11-*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 andAccountability Act (HIPAA) applies to telephonecommunications. 11.4 Describe the procedure for calling a new prescription or prescription renewal into a pharmacy.Learning Outcomes11-*Learning Outcomes (cont.)11.5 Compare the types of calls the medical assistant handles with those the physician or other staffmembers 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-*11.9 Explain how to retrieve calls from an answering service.11.10 Describe the procedures for placing outgoing calls.11.11 Explain the function of telephone triage in the medical office.11.12 Explain the uses of a facsimile machine in a medical office.Learning Outcomes (cont.)11-*IntroductionTelephone calls must be professionally and effectively handledTelephone etiquetteCommon courtesyProper pronunciation, tone, and enunciationHow to handle difficult situations and complaintsHow to document messages11-*Using the Telephone Effectively (cont.)Good telephone techniques leave the patient with a positive impression ofYouThe physicianThe practiceGood telephone management shows that the staff isPoor telephone management results inCaringAttentiveHelpfulBad feelingsMisunderstandingUnfavorable impressions11-*Communication SkillsUsing tact and sensitivityShowing empathyGiving respect Being genuine11-*Communication Skills (cont.)Displaying openness and friendlinessRefraining from passing judgment or stereotypingBeing supportiveAsking for clarification and feedback11-*Communication Skills (cont.)Paraphrasing to ensure understandingBeing receptive to the patient’s needsKnowing when to speak and when to listenBeing willing to consider other viewpoints11-*Communication Skills (cont.)The 5 Cs ofCommunicationCompleteClearConciseCourteousCohesive11-*Apply Your Knowledge1. What two things does proper telephone management do?ANSWER: Proper telephone management keeps patients informed and ensures patient satisfaction.11-*Apply Your Knowledge2. 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 informationClarity – it should be legible and free from ambiguityConciseness – it should be brief and direct Courtesy – it should be respectful and considerate Cohesiveness – it should be organized and logical Certainly!11-*Guidelines for Managing Incoming CallsAnswer calls promptlyBe able to take a messageGreet the caller with the medical office name and your nameIdentify the caller and demonstrate a willingness to assist him or herIf the caller does not give his or her name, ask for it11-*Guidelines for Managing Incoming Calls (cont.)Be courteous, calm, and pleasantIdentify the nature of the callUse the caller’s name when saying goodbye at the end of the callComply with HIPAA guidelines for confidentiality of patient information11-*Screening CallsTipsFind out who is callingAsk what the call is in reference toHelps to determine who can handle the callDecide whether to put the call throughDo not put through callers who refuse to identify themselvesDetermine what to do if the call is personal11-*Routing Calls Follow the office policy to determine calls that should bePut through immediatelyReturned laterHandled by another staff member other than the physicianGenerally, three types of calls are received in the office:1) Administrative Issues2) Emergency Calls 3) Clinical Issues11-*Routing Calls (cont.) Calls handled by the medical assistantAppointmentsBilling inquiriesInsurance questionsDiagnostic reports (lab and x-ray)General administrative questionsReports from hospitals and patientsReferral requestsPrescription renewals (if previously approved by the physician)Patient complaints regarding administrative issues11-*Routing Calls (cont.) Calls requiring the doctor’s attentionEmergency callsCalls from other physiciansPatient requests regarding test resultsPatient requests to discuss their symptomsRequests for prescription renewalsPersonal callsA routing list specifies who is responsible for handling certain types of calls.11-*Apply 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 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.Very Good!11-*Calls from PatientsMedical Assistant RoleAppointmentsMake or change appointmentsBilling InquiriesClarify bill or chargesHelp set up payment arrangements if possibleDiagnostic ReportsDocument what information is given to the patientQuestions about MedicationsGet approval for renewalsAnswer questions about medicationsTypes of Incoming Calls11-*Types of Incoming Calls (cont.)Calls from PatientsMedical Assistant RoleReports of SymptomsListen carefully and documentSchedule appointment as neededProgress ReportsRoute follow-up calls to the physicianDocument call in patient recordRequests for AdviceDo not give any medical advice ComplaintsRemain calm and listen carefullyApologize for any inconveniencesFollow through to resolve issue 11-*Emergency CallsMust be routed to the physician immediately Includes serious or life-threatening conditions such asSevere bleedingDrug reactionInjuriesPoisoningSuicide attemptsSevere burnsLoss of consciousness91111-*Types of Incoming Calls (cont.)Never use office phone for personal callsLimit cell phone use to essential calls onlyHIPAA and confidentiality apply to telephone callsAttorneysFollow office guidelines carefullyNever release any patient information unless the physician authorizes you to do so11-*Types of Incoming Calls (cont.)Other 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 physicianConference calls11-*Apply Your KnowledgeA 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. Excellent!11-*Using Proper Telephone EtiquetteCustomer service is criticalUse your telephone voiceSpeak directly into the receiverBe friendly; convey interest and respect Use non-technical language, but never use slangUse a normal tone, but attempt to vary your pitchPitch is the high and low level of your speechMake the caller feel important!11-*Using Proper Telephone Etiquette (cont.)Saying words correctlyIf the name is difficult to pronounce, ask the patient how it is pronouncedPronunciationSaying words in a clear and understandable mannerEating, chewing gum, and incorrect placement of the phone interfere with enunciationEnunciationTonePositiveRespectful11-*Making a Good ImpressionExhibiting courtesyProject an attitude of helpfulnessAlways refer to the caller by nameThank the caller before hanging up Giving undivided attentionGive the caller the same level of attention as if he or she were right in front of youListen attentively to get accurate information Putting a call on holdAlways allow the caller to state the purpose of the call prior to placing the caller on holdIf the wait will be lengthy, offer to call back instead of placing the caller on holdReturn to the caller at 2-minute intervals11-*Making a Good Impression (cont.)Handling difficult situationsIf the call is not an emergency, and you are in the middle of an urgent situation, offer to return the callRemembering patient namesUsing the caller’s name during a conversation makes the caller feel important Checking for understandingAsk questions to ensure that the caller understands what you have discussed and that you understood the caller11-*Communicating feelingsTry to communicate an understanding of the caller’s feelings (empathy)Callers tend to have a better perception of the office if empathy is communicatedEnding the conversationSummarize important pointsThank the caller for calling (use the caller’s name)Allow the caller to hang up firstMaking a Good Impression (cont.)11-*Apply Your KnowledgeWhat 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.Super Answer! 11-*Taking MessagesDocumenting callsProtects the physician against legal actionDocument in the patient record Clinical issues ReferralsMessages must be accurate and legible11-*Always keep a pen and paper near the telephone so you are prepared to record the message.Taking Messages (cont.)TO:____________________________________________Date_________________ Time______________MessageFROM:_________________________________________Telephone ( )__________________extension________Message Details: Your name or initialsContents of a Telephone Message Pad11-*Telephone LogsManualSpiral-bound, perforated message book Top copy or original is given to the message recipient and a copy is kept in the bookElectronicMessage is keyed in as it is receivedCopy can be saved, printed out, or e-mailed11-*Taking Messages: TipsKeep pen/pencil on handTake notes as information is givenVerify spellingVerify callback numberDo not make a commitment on behalf of someone else11-*Taking Messages (cont.)Ensuring correct informationGet the correct spelling of the caller’s name If you have to pull the patient record, ask for date of birthRepeat key points for verificationMaintaining patient confidentialityDo not repeat any confidential information over the telephoneMaintain confidentiality with written messagesMessage11-*Apply Your KnowledgeAnswer 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.Date of birthRight!T F T T 11-*Telephone Answering SystemsSingle telephone or complex multiline systemsCommon equipment and services used in the medical officeAutomated voice mailAnswering machineAnswering service11-*Telephone Answering Systems (cont.)Retrieving messages from answering serviceSet a regular schedule and call at scheduled timesIdentify yourself and the practice nameWrite down all pertinent information on telephone logRepeat the information to verifyRoute messages per office policy11-*Apply Your KnowledgeANSWER: To retrieve messages from an answering service you should 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 policyWhat steps should you take to retrieve messages from an answering service?CORRECT!11-*Placing Outgoing CallsLocating telephone numbersPatient recordOffice file of commonly used numbersTelephone directory, directory assistance, or the InternetA fee is charged for directory assistance11-*Placing Outgoing Calls (cont.)Applying your telephone skillsPlan before you callDouble-check the phone numberAllow time for the person to answer Identify yourselfAsk if the time is convenientBe ready to speak when the person answersBe sure the person has paper and pencil if you are giving information11-*Placing Outgoing Calls (cont.)Arranging conference callsCalls between several people at different locationsRemember the different time zonesSuggest several time slots as options11-*Apply 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?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.rPERFECT! 11-*Telephone 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 whether  caller requires additional care Telephone staff cannot  diagnose or treat Specific information must  be obtained, such as  name, age, symptoms,  and anxiety11-*Telephone Triage (cont.)Automated telephone triageRemind patients of upcoming appointmentsConduct patient surveysGive patients test resultsManaging referralsAssist with preventive care11-* Categorizing the ProblemLevel of Severity Manage by telephone Manage in office Send patient to emergency care facility Advise the caller that the recommendations are based on  the symptoms and are not a diagnosis Have the caller repeat instructions you give Instruct the patient to call back if symptoms worsenDocument critical elements of the conversationTelephone Triage (cont.)11-*Telephone Triage (cont.)Taking Action Clinical triage – based  on office guidelines Determine extent of problem (Is this an  emergency?) Decide on appropriate action Telephone situations must be handled correctly  to protect the health and safety of the patient.11-*Apply Your KnowledgeWhat 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!11-*Telecommunications and FaxesAutomated telephone systemRecorded voice identifies department or servicesNumbered choicesFacsimile (fax) machines HIPAA guidelines must be followed for patient confidentialityFax machine should be located in secure location11-*Telephone Slamming and CrammingSlammingUnauthorized changesReport to carrier immediatelyState and federal crimeCramming Unauthorized charges 11-*Pagers and Cell PhonesPagerPersonal telecommunications device for short messagesTypes Only receive messagesSend and receive e-mail and numeric messagesCell phoneMobile voice or data communicationRemember to maintain patient confidentiality11-*Apply Your KnowledgeAs 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.Impressive!11-*In Summary11.1 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.11-*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 staff member.11-*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.11-*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.11-*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.11-*When people talk, listen completely. Most people never listen.~ Ernest HemmingwayEnd of Chapter 11