Pearson's Comprehensive Medical Assisting Administrative and Clinical Competencies

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1 Pearson's Comprehensive Medical Assisting Administrative and Clinical Competencies THIRD EDITION CHAPTER 7 Telephone Techniques Lesson 1: Telephone Techniques

2 Lesson Objectives Upon completion of this lesson, students should be able to: 1. Define and spell the terms to learn for this chapter. 2. Answer the telephone in a professional manner with a proper greeting and pleasant tone. 3. Use the hold function effectively and professionally.

3 Lesson Objectives Upon completion of this lesson, students should be able to: 4. Take detailed and efficient telephone messages. 5. Adhere to HIPAA guidelines while placing telephone calls to patients. 6. Describe telephone triage and how it is used in the medical office.

4 Lesson Objectives Upon completion of this lesson, students should be able to: 7. Handle difficult callers. 8. Handle emergency phone calls. 9. Place long distance calls and conference calls.

5 Telephone Techniques A pleasant but professional persona and voice must always be presented to your callers.

6 FIGURE 7-1 A pleasant smile can go a long way, even through telephone lines. racorn/shutterstock

7 Answering the Telephone Smile Answer the phone by third ring Answer with the office s preferred greeting Speak clearly and use good enunciation

8 Answering the Telephone Pay attention to pitch, tone, and inflection of one s voice Identify the caller Listening is critical part of managing telephone calls

9 Typical Office Greeting Name of the office or physician Your name Ask caller how you can be of assistance Good morning. Main Street Physicians. This is Jessica. How may I help you?

10 The Business Telephone System Most medical offices use some form of multiline telephone On most business telephones, you will be required to dial 9 to get an outside line Calls limited to business calls Offices have different policies on use of office telephone for personal calls

11 FIGURE 7-2 Choose the telephone unit that offers the features needed in your office.

12 The Business Telephone System Using the Hold Function Callers should never be left on hold for indefinite periods of time If you anticipate the call may need to be placed on hold for a long period of time, offer the patient the option of either continuing to hold or having their call returned

13 The Business Telephone System Using the Hold Function If you are already speaking with a caller when a second call comes in, it is proper to ask the first caller if you may place him/her on hold for a moment in order to answer the second call

14 The Business Telephone System Using the Hold Function When you answer a second call and discover it is an emergency, you must take care of it before returning to the first call Never leave callers on hold without checking back with them

15 Transferring Calls Identify the caller. Verify to whom the call will be transferred and the number in case of a disconnect. Inform caller when transfer is occurring.

16 Transferring Calls Inform the receiver of the caller s name and the reason for the call. If transfer is not completed, take a message or have caller leave a recorded message.

17 Taking a Phone Message First and last name of caller Telephone number of caller Reason for the call Name of person caller is trying to reach

18 Taking a Phone Message Have pen and paper and electronic health record ready, if available Obtain necessary information Clarify the message with the caller Repeat the telephone number for a call back

19 Taking a Phone Message All telephone messages regarding a patient should be placed in chart as documentation Abide by HIPAA privacy rules regarding patient information

20 The Voice Messaging System Call forwarding Caller ID Privacy manager Speakerphone and headsets

21 FIGURE 7-3 Headsets are ergonomically correct and allow the medical assistant or receptionist to use both hands for administrative duties, while still being available to answer the telephone.

22 Pagers and Cell Phones Learn how office uses its pager system Most physicians and office managers use cell phones to conduct day-to-day business Text messaging feature available with most cell phones Proper cell phone etiquette is important everywhere

23 FIGURE 7-4 Many physicians use cell phones to stay in touch with their offices. wavebreakmedia/fotolia

24 Screening Telephone Calls Determine what type of call you have received and the proper way to handle it Ask person reason for the call Either transfer the call to the appropriate person, or handle the call yourself

Making Reminder Calls and Callbacks Patients should be contacted at least the day before their appointment Calling to confirm appointments is a

25 Making Reminder Calls and Callbacks Patients should be contacted at least the day before their appointment Calling to confirm appointments is a way to ensure proper management of physician s schedule Confidentiality laws prevent you from revealing information to anyone other than the patient

26 Typical Incoming Calls Appointment requests Insurance and billing questions Questions related to fees Office hours and directions Laboratory test results

27 FIGURE 7-5 The medical assistant spends many hours on the telephone assisting patients. Monique-Rodriguez/Getty Images

28 Typical Incoming Calls Follow-up calls from patients Referral requests Patients who refuses to identify themselves Persistent talker TDD calls

29 Nonpatient Calls Sales calls Reports from hospitals and other patient care facilities General office matters Physician s personal calls Calls from other physicians Obscene or prank calls

30 Prescription Refill Requests Due to a high volume of calls voice mail systems often used MA often responsible for retrieving and responding to messages Messages checked at least twice a day

31 Prescription Refill Requests Prescription refill requests must be signed-off by physician Message may need to be attached to chart prior to obtaining physician s authorization

32 Taking a Prescription Refill Message Document name of the patient Document patient s telephone number or callback number Document name and dosage of medication being requested Document how long patient has been on the medication Document patient s symptoms and why the prescription is still needed

33 Taking a Prescription Refill Message Document patient s age and (if a child) weight Ask for name and telephone number of the pharmacy and prescription number

34 Taking a Prescription Refill Message Let caller know you will forward the message to the physician Let caller know you will call back if prescription cannot be refilled or if physician has any questions

Taking a Prescription Refill Message Attach telephone message to patient s medical record and give both to physician to review If the office uses an

35 Taking a Prescription Refill Message Attach telephone message to patient s medical record and give both to physician to review If the office uses an electronic health records system, the refill request may be documented in patient s electronic record Physician would be notified to review message in the EHR

36 Telephone Triage Determining the order of patient calls Important to ask specific questions Patient s name Caller s name, if different from that of the patient Telephone number, including area code Date and time of the call

37 Telephone Triage Important to ask specific questions Patient s physician Medications patient is taking and any allergies Patient s insurance Patient s problem

38 Handling Difficult Calls Do not lose your temper. Keep situation as calm as possible. Be empathetic while remaining in control of the situation. Take time to listen and find out exact problem.

39 Handling Difficult Calls Once you determine the problem, you can begin to help. Everyone is entitled to a certain level of respect and courtesy.

40 Handling an Emergency Call Every office should have a written protocol Critical to get caller s name and phone number Ask specific questions to determine situation

41 Handling an Emergency Call If emergency, alert physician and/or call 911 Try and calm the individual Gain as much information from caller as possible so emergency can be handled quickly

42 Types of Emergencies Allergic reaction Asthma Broken bone Drug overdose Eye injury/foreign body Gunshot/stabbing wound Heart attack Difficulty breathing

43 Types of Emergencies Loss of consciousness Accidental poisoning Premature labor Profuse bleeding Severe pain Severe vomiting or diarrhea Suicide attempt High temperature

44 Using a Telephone Directory Telephone directory or automated assistance program: system that directs callers to appropriate person through a series of questions Telephone directory can also pertain to telephone book provided by local telephone company: white or yellow pages

45 Long Distance Calls and Conference Calls Know what is considered long distance in your area Long distance calls can be very costly Telephone logs keep track of the long distance calls being made Direct Distance Dialing (DDD) most common way of making long distance call

46 Long Distance Calls and Conference Calls Conference call: when several people from different locations wish to have a joint discussion by phone Time zones within the United States and foreign countries must be considered

47 Using an Answering Service This service can be in effect 24 hours a day or just at designated times System forwards office calls to the service typically located at off-site location When emergency calls come in, answering service will contact physician by pager or telephone A fee is attached to answering services

48 Questions?

NEW PATIENT PACKET. Address: City: State: Zip: Home Phone: Cell Phone: Primary Contact: Home Phone Cell Phone. Address: Driver s License #:

NEW PATIENT PACKET. Address: City: State: Zip: Home Phone: Cell Phone: Primary Contact: Home Phone Cell Phone. Address: Driver s License #: Patient s Name: NEW PATIENT PACKET Last Middle First Address: City: State: Zip: Home Phone: Cell Phone: Primary Contact: Home Phone Cell Phone Email Address: Driver s License #: DOB: Gender: Male Female