1 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved....

1Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Telephone TechniquesTelephone Techniques

Chapter 9


IntroductionIntroduction

The telephone is the lifeline of the medical The telephone is the lifeline of the medical practice.practice.

Telephone technique can either build or destroy a Telephone technique can either build or destroy a physician’s office.physician’s office.

The patient is never an interruption of the work The patient is never an interruption of the work day; instead, the patient is the reason the practice day; instead, the patient is the reason the practice exists.exists.


This chapter will examine:This chapter will examine:

How to develop a pleasing telephone voiceHow to develop a pleasing telephone voice Correct use of the handsetCorrect use of the handset How to handle callers who wish to speak to the How to handle callers who wish to speak to the

physicianphysician The items needed to take an accurate The items needed to take an accurate

telephone messagetelephone message How to handle difficult callersHow to handle difficult callers Questions to ask during an emergency callQuestions to ask during an emergency call


Calls in the Physician’s OfficeCalls in the Physician’s Office

Most incoming calls are from these sources:Most incoming calls are from these sources: Established patients calling for appointments or to Established patients calling for appointments or to

ask questionsask questions New patients making a first contact with the officeNew patients making a first contact with the office Patients and medical workers reporting treatment Patients and medical workers reporting treatment

results or emergenciesresults or emergencies Other physicians making referrals or discussing a Other physicians making referrals or discussing a

patientpatient Laboratories reporting vital patient informationLaboratories reporting vital patient information


Effective Use of the TelephoneEffective Use of the Telephone

The telephone is one of the most valuable tools The telephone is one of the most valuable tools used in the physician’s office. used in the physician’s office.

Medical assistants must project a caring attitude Medical assistants must project a caring attitude when speaking to those who call the facility.when speaking to those who call the facility.


Effective Use of the Telephone Effective Use of the Telephone


Active ListeningActive Listening

Focus attention on the call at hand.Focus attention on the call at hand. Give the caller the same attention as would be Give the caller the same attention as would be

given to a face-to-face visitor.given to a face-to-face visitor. Listen for clues about the patient. Is he or she Listen for clues about the patient. Is he or she

distressed? Agitated? Fearful?distressed? Agitated? Fearful?


Developing a Pleasing VoiceDeveloping a Pleasing Voice

Callers should “hear a smile.”Callers should “hear a smile.” Provide excellent customer service.Provide excellent customer service. Enunciate clearly.Enunciate clearly. Use inflections.Use inflections. Listen to impressions the caller is making. Is he Listen to impressions the caller is making. Is he

or she worried? Frantic? or she worried? Frantic?


Body Language Body Language

Points to RememberPoints to Remember

How something is said to a patient is just as How something is said to a patient is just as important as what is said.important as what is said.

Remember, the patient may be stressed or Remember, the patient may be stressed or worried about his or her condition.worried about his or her condition.

Every caller should feel that the medical Every caller should feel that the medical assistant has time to address his or her assistant has time to address his or her concerns.concerns.


Telephone TipsTelephone Tips

Be alert and interested in the caller.Be alert and interested in the caller. Give the caller full attention.Give the caller full attention. Talk naturally.Talk naturally. Avoid using professional jargon.Avoid using professional jargon. Speak distinctly.Speak distinctly. Talk directly into the mouthpiece.Talk directly into the mouthpiece. Do not eat, drink, or chew gum while on the Do not eat, drink, or chew gum while on the

phone.phone.


Holding the Handset CorrectlyHolding the Handset Correctly

Place the handset so that your voice is heard Place the handset so that your voice is heard clearly and distinctly.clearly and distinctly.

The mouthpiece should be about 1 inch from The mouthpiece should be about 1 inch from the lips and directly in front of the teeth.the lips and directly in front of the teeth.

Never hold the mouthpiece under the chin.Never hold the mouthpiece under the chin. Speak directly into headset mouthpiece.Speak directly into headset mouthpiece.


Maintaining ConfidentialityMaintaining Confidentiality

All communications in the healthcare facility are All communications in the healthcare facility are confidential.confidential.

Use discretion when using the name of the Use discretion when using the name of the caller.caller.

Be careful about being overheard.Be careful about being overheard. Never use a speakerphone to retrieve Never use a speakerphone to retrieve

messages.messages.


Thinking AheadThinking Ahead

Have the patient’s chart or bill at hand before Have the patient’s chart or bill at hand before dialing the phone.dialing the phone.

Write down a list of questions or goals for the Write down a list of questions or goals for the conversation.conversation.

Keep the call short to free phone lines.Keep the call short to free phone lines. Keep a list of frequently called numbers for staff Keep a list of frequently called numbers for staff

use and to offer to patients.use and to offer to patients.


Techniques for Incoming CallsTechniques for Incoming Calls

Answer promptly.Answer promptly. Always answer by the third ring.Always answer by the third ring. Place subsequent calls on hold and take care of Place subsequent calls on hold and take care of

calls in order.calls in order. Make certain the call is not an emergency.Make certain the call is not an emergency. Keep your focus on the call. Keep your focus on the call. Never answer by stating “please hold” without Never answer by stating “please hold” without

verifying that the patient is able to hold.verifying that the patient is able to hold.



Identify the facility.Identify the facility. Use a telephone greeting as set forth in the Use a telephone greeting as set forth in the

policy and procedure manual.policy and procedure manual. The title “doctor” may need to be avoided, The title “doctor” may need to be avoided,

depending on the type of practice.depending on the type of practice. Salutations such as “good morning” are Salutations such as “good morning” are

optional.optional.



Identify the caller.Identify the caller. Ask who is calling.Ask who is calling. Repeat the caller’s name often.Repeat the caller’s name often. If the caller refuses to identify himself or herself, If the caller refuses to identify himself or herself,

politely refuse to forward the call to the politely refuse to forward the call to the physician.physician.

Refer the call to the office manager.Refer the call to the office manager.



Screen incoming calls.Screen incoming calls. Put calls from other physicians through at once, Put calls from other physicians through at once,

unless the policy manual requires other action.unless the policy manual requires other action. Identify the caller.Identify the caller. Determine who should receive the call.Determine who should receive the call. Take an accurate phone message.Take an accurate phone message. Cultivate a reputation for being helpful and Cultivate a reputation for being helpful and

reliable.reliable.



Minimizing wait time.Minimizing wait time. Ask the caller if he or she prefers to wait.Ask the caller if he or she prefers to wait. Return to the call often. Return to the call often. Give the caller an estimate as to the length of Give the caller an estimate as to the length of

time he or she will have to wait.time he or she will have to wait. Thank the patient for waiting.Thank the patient for waiting.



Transferring a callTransferring a call Ask permission to place the patient on hold.Ask permission to place the patient on hold. Call the person the patient wishes to speak to, Call the person the patient wishes to speak to,

and state that the call is being transferred.and state that the call is being transferred. Transfer the call.Transfer the call. Always send the call to the person who knows Always send the call to the person who knows

the most about the situation.the most about the situation.



Taking a phone messageTaking a phone message Name of person callingName of person calling Name of person the call is forName of person the call is for Caller’s phone numbersCaller’s phone numbers Reason for the callReason for the call Action to be takenAction to be taken Date and time of the callDate and time of the call Initials of person taking the messageInitials of person taking the message


Taking Action on Phone MessagesTaking Action on Phone Messages

Make certain that phone messages receive Make certain that phone messages receive follow-up.follow-up.

Never trust memory alone for follow-up on Never trust memory alone for follow-up on messages.messages.

Establish a follow-up procedure to ensure that Establish a follow-up procedure to ensure that messages are not missed and that follow-up is messages are not missed and that follow-up is conducted on each message.conducted on each message.


Ending a CallEnding a Call

Stick to business during the call.Stick to business during the call. Do not encourage chit-chat, but maintain a Do not encourage chit-chat, but maintain a

friendly attitude.friendly attitude. Ask if the patient has any further questions or if Ask if the patient has any further questions or if

you can assist him or her in other ways.you can assist him or her in other ways. Close the conversation, and let the patient hang Close the conversation, and let the patient hang

up first.up first. Replace the handset on the cradle gently.Replace the handset on the cradle gently.


Retaining Records of Telephone Retaining Records of Telephone MessagesMessages

Develop a policy for message retention.Develop a policy for message retention. Many offices keep messages for the same Many offices keep messages for the same

amount of time records are kept.amount of time records are kept. Phone records include telephone bills.Phone records include telephone bills. Keep message pads.Keep message pads. Use message pads that make a copy of the Use message pads that make a copy of the

message.message. Document the number of attempts to return Document the number of attempts to return

calls.calls.


Typical Incoming CallsTypical Incoming Calls

New patients scheduling appointmentsNew patients scheduling appointments Established patients scheduling appointmentsEstablished patients scheduling appointments Patients needing directionsPatients needing directions Inquiries about bills and feesInquiries about bills and fees Insurance provider questionsInsurance provider questions Requests for assistance with insuranceRequests for assistance with insurance Radiology and laboratory reportsRadiology and laboratory reports Satisfactory progress reports from patientsSatisfactory progress reports from patients Routine reports from hospitals and other sourcesRoutine reports from hospitals and other sources Office administration mattersOffice administration matters Requests for referralsRequests for referrals Prescription refillsPrescription refills


Special Incoming CallsSpecial Incoming Calls

Patients refusing to discuss symptomsPatients refusing to discuss symptoms Unsatisfactory progress reportsUnsatisfactory progress reports Requests for test resultsRequests for test results Requests for information from third partiesRequests for information from third parties Complaints about care or feesComplaints about care or fees Calls from the physician’s family or friendsCalls from the physician’s family or friends Calls from staff members’ family and friendsCalls from staff members’ family and friends Angry or aggressive callersAngry or aggressive callers Emergency callersEmergency callers


Questions to Ask during Questions to Ask during an Emergency Callan Emergency Call

At what telephone number can you be reached?At what telephone number can you be reached? Where are you located?Where are you located? What are the chief symptoms?What are the chief symptoms? When did they start?When did they start? Has this happened before?Has this happened before? Are you alone?Are you alone? Do you have transportation?Do you have transportation?


Screening GuidelinesScreening Guidelines

One individual is often assigned screening One individual is often assigned screening duties.duties.

A written emergency protocol should be close to A written emergency protocol should be close to each phone.each phone.

Employees must not give any advice not on the Employees must not give any advice not on the written protocol.written protocol.

Emergency phone numbers should be Emergency phone numbers should be available.available.

Make certain that the physician can always be Make certain that the physician can always be reached.reached.


Getting Information Getting Information the Physician Needsthe Physician Needs

Listen carefully to the physician when he or she Listen carefully to the physician when he or she is questioning patients about their symptoms.is questioning patients about their symptoms.

The medical assistant will learn to anticipate the The medical assistant will learn to anticipate the physician’s needs. physician’s needs.


Getting Information Getting Information the Physician Needsthe Physician Needs


Outgoing CallsOutgoing Calls

Plan outgoing calls in advance.Plan outgoing calls in advance. Have all information available when making Have all information available when making

the call.the call. Make a list of questions.Make a list of questions. Be courteous and use good diction and Be courteous and use good diction and

enunciation skills.enunciation skills. Make all outgoing calls at once to use time to Make all outgoing calls at once to use time to

the best advantage.the best advantage. Organizing calls increases office efficiency.Organizing calls increases office efficiency.


Telephones of TodayTelephones of Today

VoicemailVoicemail Widely used.Widely used. Most employees have their own voicemail.Most employees have their own voicemail. Often frustrating for patients who have to go Often frustrating for patients who have to go

through several voicemail menus.through several voicemail menus. Temporary greetings can be recorded for Temporary greetings can be recorded for

vacations and meetings.vacations and meetings.



Answering machinesAnswering machines Similar to voicemail.Similar to voicemail. Machine is attached to a telephone or a part of Machine is attached to a telephone or a part of

the telephone.the telephone. Some have microcassettes or regular Some have microcassettes or regular

cassette tapes.cassette tapes. Less common now that voicemail is popular.Less common now that voicemail is popular.



Answering servicesAnswering services Phones answered by operators.Phones answered by operators. Most offer round-the-clock coverage.Most offer round-the-clock coverage. Operators follow physician’s instructions Operators follow physician’s instructions

regarding call backs and pages.regarding call backs and pages. Operators often cover calls during lunch hours Operators often cover calls during lunch hours

and meeting times.and meeting times.



Automatic call routingAutomatic call routing Often extremely frustrating for the patientOften extremely frustrating for the patient Especially frustrating for elderly patientsEspecially frustrating for elderly patients Call is answered automatically, and callers are Call is answered automatically, and callers are

given options: given options:

““For appointments, press 1…For appointments, press 1…

For insurance questions, press 2…”For insurance questions, press 2…”



Call forwardingCall forwarding Allows user to forward calls to another Allows user to forward calls to another

designated numberdesignated number Keeps the user from missing important calls Keeps the user from missing important calls

when on the gowhen on the go



Caller IDCaller ID Allows the user to see who is calling before Allows the user to see who is calling before

picking up the handset.picking up the handset. Caller’s name and phone number usually appear.Caller’s name and phone number usually appear. Lets the user decide whether to answer the call.Lets the user decide whether to answer the call. Call waiting caller ID identifies callers while the Call waiting caller ID identifies callers while the

phone is in use.phone is in use. Caller ID Blocker may need to be disabled when Caller ID Blocker may need to be disabled when

a patient expects an after-hours call from a patient expects an after-hours call from the physician.the physician.



Cellular phonesCellular phones Many individuals no longer have a home phone Many individuals no longer have a home phone

and opt to have cell phones only.and opt to have cell phones only. Commonplace today, although considered a Commonplace today, although considered a

luxury item as recently as 10 years ago.luxury item as recently as 10 years ago. Some allow Internet access and play MP3s.Some allow Internet access and play MP3s. Families or members of groups often can talk to Families or members of groups often can talk to

one another for free.one another for free.



PagersPagers Not as popular since the advent of cell phones.Not as popular since the advent of cell phones. Newer models allow Internet access and news Newer models allow Internet access and news

broadcasts.broadcasts. Text messaging is available on newer pagers.Text messaging is available on newer pagers.



Fax machinesFax machines Imperative in physician’s offices.Imperative in physician’s offices. Confidentiality is critical.Confidentiality is critical. Use cover sheets that stress confidentiality.Use cover sheets that stress confidentiality.



HeadsetsHeadsets Allow the user to use both hands.Allow the user to use both hands. Most are comfortable and lightweight.Most are comfortable and lightweight. Many have cords that allow for quick disconnect Many have cords that allow for quick disconnect

so that the user can walk around and still be so that the user can walk around and still be connected to a call.connected to a call.


Long Distance CallsLong Distance Calls

Many telephone companies offer nationwide Many telephone companies offer nationwide long distance for very reasonable fees on land long distance for very reasonable fees on land lines and cell phones.lines and cell phones.

Be careful of directory assistance calls; look for Be careful of directory assistance calls; look for phone numbers on the Internet and in phone phone numbers on the Internet and in phone directories.directories.


Time ZonesTime Zones


Wrong NumbersWrong Numbers

Always apologize when a wrong number is Always apologize when a wrong number is reached.reached.

If a wrong number is reached long distance, call If a wrong number is reached long distance, call the operator and ask for credit on the phone bill.the operator and ask for credit on the phone bill.


Conference CallsConference Calls

Can be set up through operators or through Can be set up through operators or through conference call services.conference call services.

Can be local or long distance, or both.Can be local or long distance, or both. Charges are added for the number of places Charges are added for the number of places

connected, distance between parties, number of connected, distance between parties, number of parties, and length of the call.parties, and length of the call.


Operator-Assisted Calls and ServicesOperator-Assisted Calls and Services

Person-to-personPerson-to-person Billing to a third partyBilling to a third party Collect callsCollect calls Requests for time and chargesRequests for time and charges Certain calls placed from hotelsCertain calls placed from hotels Credit for wrong numbersCredit for wrong numbers Conference callsConference calls Some international callsSome international calls


Telephone DirectoriesTelephone Directories

Usually divided into three sections:Usually divided into three sections: Introductory pagesIntroductory pages White pagesWhite pages Yellow pagesYellow pages

Many directories have blue pages, which list Many directories have blue pages, which list government offices and services.government offices and services.

Make a practice of using www.yellowpages.com!Make a practice of using www.yellowpages.com!


Other Information in DirectoriesOther Information in Directories

Emergency servicesEmergency services Service callsService calls Dialing instructionsDialing instructions Area codesArea codes Newcomer informationNewcomer information Community service numbersCommunity service numbers Prefix locationsPrefix locations Rates and regulationsRates and regulations


Personal Phone DirectoryPersonal Phone Directory

The personal phone directory should include The personal phone directory should include numbers that employees frequently call.numbers that employees frequently call.

Establish a list of community resources that Establish a list of community resources that includes phone numbers and contact includes phone numbers and contact information.information.


Summary of ScenarioSummary of Scenario

Give every call the attention that it deservesGive every call the attention that it deserves Remain calm, no matter what is happening on Remain calm, no matter what is happening on

the other end of the telephone line.the other end of the telephone line. Treat callers as you would personally wish to Treat callers as you would personally wish to

be treated.be treated.


Closing CommentsClosing Comments

Make certain that the patient hears caring Make certain that the patient hears caring and compassion in your voice.and compassion in your voice.

Always try to help the patient accomplish Always try to help the patient accomplish what he or she set out to do when making the what he or she set out to do when making the call to the office.call to the office.

Make certain that follow-up on every call is Make certain that follow-up on every call is completed in a timely manner.completed in a timely manner.

1 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved....

Documents

Transcript of 1 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved....