Medical assisting Administrative and clinical procedures (5e) Chapter 13 Telephone techniques

After completing this chapter, you will understand which calls may be handled by the medical assistant and which require the physicians attention. This chapter helps you identify which calls are considered emergencies and how to properly route these calls. You will learn how to effectively handle difficult telephone situations or complaints and how to properly document messages taken.

Telephone Techniques

Learning Outcomes (cont.)

13.1 Explain the purpose of the telecommunications

equipment commonly found in the medical office

13.2 Relate the five Cs of effective communication to

telephone communication skills

13.3 Define the following terms involved in making a good

impression on the telephone: telephone etiquette, pitch, pronunciation, enunciation, and tone

Learning Outcomes (cont.)

13.4 Describe how to appropriately handle the

different types of calls coming into the medical practice

13.5 Summarize the purpose of the office routing list in

regards to call screening

13.6 Carry out the procedure for taking a complete

telephone message

13.7 Outline the preparation required prior to making

outgoing calls and the skills used in making the phone call

Telecommunications Equipment (cont.)

• Voicemail

• Answering machine

• Answering service

Patient courtesy phone

• Block long distance

• Keeps business lines free

• Limit time

Telecommunication Devices for the Deaf

• Specially designed telephone

• Message is typed and relayed to

– Another TDD

– Telecommunications

relay service (TRS)

A personal emergency call has been received for

the physician, who is currently not in the office

Which device or service would the medical

assistant use to contact the physician?

Apply Your Knowledge

ANSWER: The medical assistant may call the physician on

his cell phone or use a pager or interactive pager to contact

a physician who is out of the office.

Hello! Right Answer!!!!

Effective Telephone Communication

• Present a positive image

• Convey a caring, attentive and helpful image

• Professional and knowledgeable

• Being open and friendly

• Not passing judgment or stereotyping other

Communication Skills (cont.)

• Being supportive

• Asking for clarification and feedback

• Paraphrasing to ensure understanding

• Being receptive to the patient’s needs

• Knowing when to speak and when to listen

• Considers other viewpoints

Communication Skills (cont.)

Guidelines for Using the Telephone

Effectively

• Answer promptly

• Hold the mouthpiece about an inch away from

your mouth

• Leave one hand free to write with

• Give the practice name and your name

• Acknowledge the caller, be willing to assist

• Always be courteous, calm, and pleasant

• Identify the nature of the call, devote full

attention to the caller

• Allow caller to hang up first; say goodbye and

use the caller’s name

• Comply with HIPAA guidelines

Apply Your Knowledge

What should effective telephone communication

convey?

ANSWER: It should convey :

 A positive, professional image of the medical practice

 That the staff is caring, attentive, and helpful

 That the staff is knowledgeable

Telephone Etiquette

• Your telephone voice

– Speak directly into the receiver

Your Telephone Voice

 Saying words correctly

Making a Good Impression

• Exhibiting courtesy

• Giving undivided attention

• Putting a call on hold

– Ask the purpose

– Ask permission

– Offer to call back

– Return to caller frequently

Making a Good Impression (cont.)

• Returning calls

• Remembering patient names

• Checking for understanding

• Communicating feelings – empathy

• Ending the conversation

– Summarize important points

– Thank the caller for calling

– Allow the caller to hang up first

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.

From Patients Medical Assistant Role

Appointments • Make or change appointments

Billing Inquiries • Clarify bill or charges

• Help set up payment arrangements if possible

Diagnostic

Reports • Document what information is given to the patient

Questions about

Medications • Get approval for renewals• Answer questions about medications

Types of Incoming Calls

Types of Incoming Calls (cont.)

From Patients Medical Assistant Role

Reports of Symptoms • Listen carefully and document

• Schedule appointment as neededProgress Reports • Route follow-up calls to the

physician

• Document call in patient recordRequests for Advice • Do not give any medical advice

Complaints • Remain calm and listen carefully

• Apologize for any inconveniences

• Follow through to resolve issue

Types of Incoming Calls (cont.)

• Attorneys

• Other physicians

• Salespeople

• Conference calls

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

Managing Incoming Calls

• Screening calls

– Find out who is calling

– Ask the purpose of the call

– Decide how the call should be put through

– Determine what to do if it is personal

Routing Calls

• Calls requiring the physician’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

Routing Calls (cont.)

• Calls handled by the medical assistant

• The Routing List

– Reports from hospitals and patients

– Referral requests– Prescription

– Patient complaints

Telephone Triage

• Categorize problems

– Guidelines help determine severity

• Advice over phone

• Come to office

• Go to an emergency room

• Provide patient education

– Recommendations based on symptoms

– Document

Apply Your Knowledge

What is the purpose for a routing list?

ANSWER: It enables the person answering the telephone to

direct the caller to the correct person.

Great!

Taking Complete and Accurate Phone

Messages

• Documenting calls

– Protects the physician against legal action

– Document in the patient record

• Clinical issues

• Referrals

– Messages must be accurate

and legible

Documenting Calls

• Telephone message pad

– Date and time of call

– Who it is for

– Caller’s name and

telephone number – Action

– Message

– Your name or initials

Documenting Calls (cont.)

• Telephone call logs

– Manual

– Electronic

• Accurate messages

– Have pen and paper available

– Take notes as the information is given

– Verify information and callback number

– Patient DOB

– Never make a commitment for the physician

Taking Messages (cont.)

• 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.

Placing Outgoing Calls

• Locating telephone numbers

– Patient record

– Office file of commonly used numbers

– Telephone directory, directory assistance, or

the Internet

• Area codes

Placing Outgoing Calls (cont.)

• Applying your telephone skills

– Plan before you call

– Double-check the number

– Allow time for the person to answer

– Identify yourself

Placing Outgoing Calls (cont.)

• Applying your telephone skills

– Ask if the time is convenient

– Be ready to speak when the person answers

– Be sure the person has paper and pencil if

you are giving information

Placing Outgoing Calls (cont.)

• Reaching voicemail or answering machine

– Leave only enough information for the patient

to callback – Comply with HIPAA law

Placing Outgoing Calls (cont.)

• Retrieving messages from answering system or

service

– Set a regular schedule and call at scheduled times

– Verify the information

• Arranging conference calls

– Remember the different time zones

– Suggest several time slots as options

Apply Your Knowledge

What do you need to do to make an outgoing call?

ANSWER:

Plan – have all information available before dialing

Double-check the phone number

Allow adequate 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 you are giving

information

In Summary

13.1 Telecommunications equipment found in the

medical office includes: multi-line phone for incoming

and outgoing calls; automated voice response unit to

route calls automatically to the correct person or

department; answering machine or answering service

to pick up calls and messages; and cell phones and/or

beepers to reach medical staff when they are not in the

office

Additionally, a patient courtesy phone and/or a TDD may be found in the office

In Summary (cont.)

13.2 The five Cs of effective communication are important

in all types of communication and the telephone is

no exception

All forms of communication are more easily understood using these principles

13.3 Telephone etiquette means to handle all calls

professionally and politely using good manners Pitch

is the high or low level of your voice, projecting interest in

what you are saying Pronunciation is saying words

correctly and enunciation is saying them clearly Tone

projects how you are feeling; in the office, your tone

should always be positive and respectful

In Summary (cont.)

13.4 The medical assistant may receive calls from

patients, attorneys, and others

Always refer to the office policies and procedures manual regarding how to handle incoming calls appropriately

Remember, always be courteous to the caller

In Summary (cont.)

13.5 Screening calls categorizes the importance of the

call in regards to how quickly the patient’s problem

or question needs to be handled

The routing list is a guideline for the entire staff to recognize which types of calls should go to each member of the medical staff, following office protocol

as to the duties and scope of practice for each team member

In Summary (cont.)

13.6 In addition to complete information from the caller

regarding what the call is about, each complete telephone message should contain the following information: date and time of the call; name of the person for whom the message was taken; the

caller’s name and name of the patient (if different from

the caller); the caller’s telephone number with area

code; a description or action to be taken; a complete

and concise message; and the name or initials of

the person taking the message

In Summary (cont.)

13.7 Prior to placing an outgoing call, be sure to have all

necessary information in front of you, including the name of the person to be reached and the correct phone number

Dial the number carefully, identifying yourself when the phone is answered, asking for the person you need to reach

As always, use the five Cs of communication to complete the exchange

When people talk, listen completely

Most people never listen.

~ Ernest Hemmingway

End of Chapter 13