Chapter 9 Telephone Techniques
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Transcript of Chapter 9 Telephone Techniques
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Chapter 9Telephone Techniques
TEACH Lesson Plan Manual for Kinn’s The Medical Assistant: An Applied
Learning Approach
12th edition
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Telephone Use in the Medical Office
1. Define, spell, and pronounce the terms listed in the vocabulary.
2. Determine and discuss the source of incoming and outgoing calls to a physician’s office.
3. Describe how to develop a pleasing telephone voice.
5. Explain why courtesy is so important when speaking on the telephone.
6. Demonstrate the correct way to hold a telephone handset.
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Lesson 9.1
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Telephone Use in the Medical Office
6. Demonstrate the correct way to answer the telephone in the office.
7. Discuss different ways to handle callers who want to speak to the physician.
8. List the seven elements of a correctly handled telephone message.
9. Demonstrate the correct way to record a message accurately and take a request for action.
10. Demonstrate the most efficient way to call in a prescription or a prescription refill to a pharmacy.
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Lesson 9.1
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Introduction Sources of most calls
Established patients New patients Reports of treatment results or emergencies Physician referrals Laboratory results Pharmacies and patients for prescription
refills
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Active Listening
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Pleasing Telephone Voice Use proper enunciation, diction, pitch,
and clarity Use pleasant inflection with friendly,
warm tone Use courtesy and tact Avoid medical jargon and use correct
grammar
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Telephone Handset Handset mouthpiece should be 1 inch
from lips and directly in front of teeth Speak directly into mouthpiece of
headset, same distance as handset
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Maintaining Confidentiality All communications are confidential Use discretion when mentioning names,
symptoms, or other information Never use speaker phone
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Thinking Ahead Before a call, have all necessary
information ready Have pen and pad ready to take notes Write down list of questions or goals for
conversation List of frequently called numbers saves
time
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Answering Promptly Answer quickly and always by third ring With multiple lines, place first call on
hold long enough to ask second caller to hold
If emergency, let others on hold know they may have to wait or be called back
Do not multitask while on a phone call
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Identifying the Facility Identify facility first Say your name Choose a greeting and practice saying it
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Identifying the Caller If caller does not identify self, ask who is
calling Write name down immediately Try to use caller’s name at least three
times during conversation Handle callers who will not identify
selves according to office policy
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Screening Incoming Calls Learn physician's preferences for
receiving calls or returning later Explain that physician will return calls
as soon as possible Provide approximate time frame for
when caller can expect to hear back Ask for phone number of caller Record messages accurately and
document calls
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Minimizing Wait Time Keep callers on hold as short a time as
possible Once per minute, check back in with
patient holding for physician Offer to have call returned, rather than
wait on hold Always thank caller for waiting
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Transferring a Call Ask permission when placing caller on
hold and to transfer calls Identify caller to person receiving
transferred call If unavailable, ask caller if he or she
would prefer to leave a voice mail or take a message
Know how to direct calls to appropriate staff member
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Taking a Telephone Message Use message pad or computer system
to record the following: Name of call recipient Name of caller All contact numbers for caller Reason for call Action to be taken Date and time of call Initials of person taking call
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Taking Action on Messages Message procedure incomplete until
necessary action is taken Add notation to carry over to next day,
if necessary Note patients’ attitudes if significant, to
help physician when returning call
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Ending a Call End calls promptly Thank caller, close conversation with a
form of goodbye Allow caller to hang up first
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Retaining Records of Telephone Messages
Office should have policy on retention of message records
Electronic systems should send directly to medical record
Keep handwritten message pads for period of statute of limitations
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Directions Clear set of directions written out to
read to caller, if requested Prepare directions from various points in
the area Place map on office Web site for
patients to print Do not refer to Internet mapping site
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Inquiries about Bills If patient calls with billing question,
obtain ledger from computer or files If routine, ask if you can help answer
the question Arrange payment plan and note call in
medical record Refer to billing office if necessary
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Inquiries about Fees Give estimates of fees before patient
sees physician Follow estimates by stating that fees
vary depending on patient’s condition and tests ordered
Have schedule of fees available
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Participating Provider Patients call to inquire if physician is a
participating provider with their insurance plan or managed care organization
Keep updated list of valid plans by phone
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Requests for Assistance with Insurance
Medical facility typically files insurance claims
Patients may call to require about claim status
Answer inquiries patiently and provide help
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Radiology and Laboratory Reports
Urgent reports may be faxed, telephoned, or emailed to physician’s office
Relay reports to physician If marked STAT, physician wants results
immediately
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Satisfactory Progress Reports Physician may ask patient to report on
condition a few days after visit Take calls and relay information to
physician if report is satisfactory Immediately inform physician if report is
unsatisfactory
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Routine Reports from Hospitals Hospitals and other sources may call to
report a patient’s progress Take message carefully and give to
physician
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Office Administration Matters Calls may not refer to patients Accountant, auditor, office suppliers,
office maintenance, etc. Handle calls or refer to appropriate
person
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Requests for Referrals May be handled without consulting
physician, if a list of referral practitioners is provided
If insurance plan requires a written referral, physician must handle Most physicians require office visit to
discuss referral Then call referral physician and notify of
referral Document all referrals in medical record
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Prescription Refills Pharmacies call to obtain approval for
patient’s refill Any refills should be authorized only
with physician's approval Check with physician and call back Some medications require written
prescription
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Patients Refusing to Discuss Symptoms
Some patients may insist on only discussing symptoms with physician over phone
If patient refuses, suggest he or she make appointment to discuss in person with physician
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Unsatisfactory Progress Reports Do not give medical advice to patients Make detailed notes about patient’s
unsatisfactory progress Present notes to physician Follow up with patient with physician’s
instructions
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Requests for Test Results Patients call for test results Physician must see results and give
permission to share results with patient Only provide abnormal test results if
authorized, and give further instructions Refer any questions to physician
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Requests for Test Results, cont’d Schedule appointment with physician
for serious abnormal results These types of results best relayed in
person Identify patient properly before giving
results Patient must give written permission
before any information may be given to third-party callers
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Complaints about Care or Fees Explain charges by reviewing bill with
patient If patient is angry, offer to pull chart,
research problem, and discuss with physician
Reassure patient you want to help
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Personal Calls Personal calls to physician
Handle according to physician’s instructions and be tactful
Personal calls to staff Only take personal calls in case of
emergency
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Specialty Calls, Telephone Services, and Equipment
12. Explain how angry callers might be handled.13. Discuss how the medical assistant should
handle callers who have a complaint. 13. List several questions to ask when handling
an emergency call. 14. Discuss several useful sections of the
introductory pages of the phone directory.
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Lesson 9.2
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Angry Callers Take required action Acknowledge importance of call and
reassure caller of your assistance Lower tone of voice and volume to
encourage calm manner Avoid getting angry and try to get to
root of real problem Express interest, take careful notes, and
follow through
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Aggressive Callers Insist they receive whatever action they
feel necessary immediately Treat them with calm, poised attitude Do not let aggression force you to take
inappropriate action Explain when caller can expect a
response from office Follow up that appropriate action was
taken
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Unauthorized Inquiry and Sales Calls
Callers requesting information to which they are not entitled should be politely denied
Keep sales calls quick Know which companies and reps office
works with
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Physician Shopping Prospective patients call seeking
information about medical office May want to know physician’s
background before selecting the office Be polite and answer questions
respectfully
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Complaints Find source of problem and present
options to caller for resolution Treat callers in same way you would
wish to be treated Complaint may seem small to you, but
is paramount to patient Good customer service remedies many
complaints
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Callers with Difficulty Communicating
If callers are not primarily English speakers, they may be difficult to understand Use listening skills to understand Ask questions to be sure you understand
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Emergency Calls Require good judgment from person
answering calls Know what constitutes a real emergency
and how to handle it Never hang up on emergency until help
arrives Urgent calls require prompt attention but
are not life-threatening Policies and procedures manual should
dictate what to do 44
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Emergency Calls, cont’d Emergency calls may need to be
transferred to physician if possible Written plan of action in case physician
is not available to handle call Develop typical questions to ask caller
to determine nature of emergency
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Screening Guidelines One person may be designated to
screen calls Written telephone protocol should
dictate how to handle urgent and emergency situations
Emergencies should be transferred to physician
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Obtaining Information for Physician
Duration of symptoms Remedies tried at home Specifics about symptoms
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Typical Outgoing Calls Most are responses to incoming calls Plan outgoing calls in advance Organizing calls increases efficiency
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Voice Mail Around-the-clock method to receive
patient messages Answer voice mails messages promptly
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Answering Services Provide an operator to answer calls
when office is closed May also answer when office is open,
but staff cannot answer a call Check in with answering service each
evening and morning
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Automatic Routing and Call Forwarding
Automatic call routing has automated message with list of options to route calls
Call forwarding allows user to forward calls to another number to prevent missing important calls while away
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Caller ID and Blocking Caller ID allows user to see who is
calling before picking up Caller ID blocking blocks calls from
unknown numbers
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Fax Machines Allow user to send and receive copies of
printed documents over telephone lines Protect confidentiality by using cover
sheets and alerting recipient fax is coming
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Headsets Keep hands free while talking on phone Many are lightweight and made for
mobility
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Long-Distance and Special Services
Efficient way to get information quickly Directory assistance can provide
numbers Internet searches are a free way to
obtain numbers Consider the different time zones before
placing calls
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International Service International Direct Distance Dialing
(IDDD) International code 011 Country code City code Local telephone number The pound sign (#) button if the telephone
is touchtone
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Conference Calls Connect numerous points for a
conference Each person can hear or talk to all
others participating Set up by a normal long distance
operator or through conference call services
Schedule a call by relaying pertinent information about time, date, and the individuals included
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Operator-Assisted Calls and Services
Person to person Billing to a third party Collect calls Requests for time and charges Certain calls placed from hotels Credit for wrong numbers Conference calls Some international calls
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Number and Placement of Telephones
Know how to use multiple-line systems Place phones where accessible but
private Courtesy phone for patients to use upon
request
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Using a Telephone Directory Primary purpose is to provide lists of
those who have telephones, their telephone numbers, and in most cases their addresses
Aid in checking spelling of names and in locating certain businesses Introductory pages Alphabetic pages (white pages) Yellow pages
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Personal Phone Directory Include all numbers frequently called Emergency numbers might be typed on
a colored card or flagged with a colored tab
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Identifying Community Resources
Keep a list of community resources that might be of assistance to patients
Information can be found in first few sections of telephone book
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Patient Education Recordings that offer health information
can play while patients wait on hold Messages about special events can be
announced Phone directories can offer listings of
health information
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Legal and Ethical Issues Take care that no one overhears
sensitive information while on the phone
Do not place or receive personal phone calls during work hours
Telephone and message records may be brought into court as evidence
Make sure all messages are complete and legible
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Questions?
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