Chapter 9 Telephone Techniques

Chapter 9Telephone Techniques

TEACH Lesson Plan Manual for Kinn’s The Medical Assistant: An Applied

Learning Approach

12th edition

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.

Lesson 9.1

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.

Lesson 9.1

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

Active Listening

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

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

Maintaining Confidentiality All communications are confidential Use discretion when mentioning names,

symptoms, or other information Never use speaker phone

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

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

Identifying the Facility Identify facility first Say your name Choose a greeting and practice saying it

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

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

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

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

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

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

Ending a Call End calls promptly Thank caller, close conversation with a

form of goodbye Allow caller to hang up first

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

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

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

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

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

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

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

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

Routine Reports from Hospitals Hospitals and other sources may call to

report a patient’s progress Take message carefully and give to

physician

Office Administration Matters Calls may not refer to patients Accountant, auditor, office suppliers,

office maintenance, etc. Handle calls or refer to appropriate

person

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

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

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

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

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

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

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

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

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.

Lesson 9.2

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

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

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

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

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

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

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

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

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

Obtaining Information for Physician

Duration of symptoms Remedies tried at home Specifics about symptoms

Typical Outgoing Calls Most are responses to incoming calls Plan outgoing calls in advance Organizing calls increases efficiency

Voice Mail Around-the-clock method to receive

patient messages Answer voice mails messages promptly

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

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

Caller ID and Blocking Caller ID allows user to see who is

calling before picking up Caller ID blocking blocks calls from

unknown numbers

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

Headsets Keep hands free while talking on phone Many are lightweight and made for

mobility

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

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

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

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

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

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

Personal Phone Directory Include all numbers frequently called Emergency numbers might be typed on

a colored card or flagged with a colored tab

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

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

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

Questions?

Chapter 9 Telephone Techniques

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