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Chapter 6Oral Communications

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Unit 1 Telephone

CommunicationTelephone center of activity in a medical officeAnswer by 3 rd ring

Several linesGuidelines for handling several lines at once.

Ask if patient can hold,Excuse to answer other lineAnswer second line, determine nature, transfer

Return to first lineThank for holdingFinish first callReturn to second call

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Phone menusIf it is an emergency call 911

Telephone screening or triageEstablish a telephone screening manualDetermine callers conditionObtain assistance if needed

Emergency calls should be handled immediatelyNon-Emergency CallsHold always check with patient before

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Documenting phone messagesPage 118-119

Different devices used

Who should have access?

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Telephone Message RecordsTools?Phone messages become part of the patients record.Why?Complete and accurateHandled ASAPLog and carbon copyAnswered promptly and appropriatelyHow many lines!

How important is good verbal communication?Why is a follow up method needed?Phones calls can be trashed after then have beenhandled. True/False

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Elements of a phone messageCallers full name and spelling

Nature/Reason for callInitials of person who answered phonePhone number

Read message backAny questionsWho hangs up first

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Does it matter how you answer thephone?

Why? Why not?Phone call first contact with patientCan make or break office

What qualities do you want in someonewho answers the phone in a medicaloffice?

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Common Types of Phone

CallsWhat are some examples? Page 120Appointments- two choices, confirmPrescriptions-know your office rules

What does expressed mean?Tips for Test Results and PrescriptionsLegible writing- Why?Name of number of pharmacyName, strength, prescription number of medicine

Phone number if there is a questionAt times some prescriptions are faxedInformation in patients chart - Why?

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Test Results- office policy for releasing,physician should always initial before filingProfessional calls- What type of professionalcalls night you have in a medical office?A medical office is a business.What other calls would you have concerning thebusiness?What about personal calls?What about legal calls? What should you do?

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Why types of Difficult call night you run into in a medicaloffice?How should you handle them?

How are follow-up calls handled?Have you ever heard of a house call?How do you make a long distance call now?Can you legally monitor calls?What about refusal/inability to identify?

How do you find the phone numbers you need?Table 6-1 Routing calls Page 121HIPPA page 123Guidelines page 124-125

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Chapter 6 Unit 2

Schedule AppointmentsHow important are appointments in amedical office?

What is meant by office hours?How does a computerized appointmentsystem work? What else can it do?

Goals of Patient, Physician, and MedicalAssistant page 127What is downtime?

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Scheduling factors includeTime requiredType of patient (new or established)Complexity of problemNew patientRescheduling appointmentsTelephone screeningCancellation policy

How/Why are these important and affect thedaily schedule?

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Considerations for schedulingNumber of rooms available

Physicians scheduleThe unexpected

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What is a matrix? Blocking off time slots with aX, not availableWhat factors should be considered whenestablishing a matrix?What is flextime and how can it be used?Describe how to schedule a appointment overthe phone? What information do you need?How many appointment times do you offer?Dont forget to confirm!

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How is a patient who is always late scheduled? Ordoesnt have an appointment?What about cancelled appointments or no shows. Shouldthis be documented, if so where?What are some advantages of using appointment cards?Office handbook or scheduling manual can help.How important is it to get correct information from apatient?What about insurance? Will your office participate in ALLinsurance plans?

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Methods of SchedulingClustering - similar symptoms every 10 minutesDouble-booking- first come, first servedSingle-booking - one patient for a single amount oftimeStreaming - continuous flow of patients, based onamount of time

Wave - first 30 minutes each hour,Modified Wave- last 30 minutes 10-20 intervals

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How important is a sign in sheet?Appointment Book MaintenanceNever erase a name from an appointment bookWhat is C&C?What information should be recorded in thechard?Business appointments/ drug repsLook out for trouble spotsCan have an efficiency expertA realistic scheduleTime is Money

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Referral AppointmentsWhy is the patients insurance

important?What information is needed to make areferral appointment?Main points to remember when makingappointments on page 136.

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Chapter 6 Unit 3Written Communication

What is communication?What different types of communication

will you find in a medical office?What is HIPPA?What does that have to do withcommunication?What is ROI?What are some examples?

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Correspondence Medical

Assistants May PrepareInteroffice memo- Why used? Page 140Informal notes What is that?

Personal letters- Why?Professional letters- What type?Business letters Why?

Form letters Who needs those?Examples of form letters areInformation sheets What is that for?

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Preparing for Written CommunicationMost important proper grammar,

spelling, and punctuationWhat are the Eight parts of Speech?What should be capitalized

What is the rule with numbers?What are the components of a businessletter?

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Six Criteria for Written Communications1. To officially inform

2. To contact3. To correspond4. To request

5. To engage6. To send

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What are the nine mailable standards forproducing a business letter? Page 146

What are the styles of business letters?What about stationery?What are the steps to consider whencomposing a business letter?

Proofread, Proofread, ProofreadRead backwardsProofreaders marks

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Chapter 4, Unit 4Receiving and Sending Office

CommunicationsIncoming mail- What type? Who sorts?What is needed to open mail?

When is a patients chart pulled?What do you do with drug samples?Vacation mail

Can you address an envelope?Can you fold a letter properly?How do post meters work?

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Mail classificationsExpress- fastest, guaranteed, rates vary

Priority Mail preferential handling 70 poundsFirst Class letters, postcards, greeting cards 11ouncesPeriodicals- magazines, newspapers

Standard mail A- 200 pieces, churches 16 ouncesStandard mail B- 70 ounces

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Special mailing servicesCertificate of mailing receipt shows evidence

Certified mail- proof of mailing and deliveryCOD- pay when deliveredInsurance- up to $5,000Registered Mail- most secureRestricted Delivery- delivered only to specificaddressReturn Receipt- proof of delivery

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Other ways to communicateFax- How does that work?Papers How do they work?

Voice mail What is that?Cell phones- Who has those?Conference calls- Ever been on one of those?Teleconferencing- Ever done that?Telemedicine- What is that?Email- Who needs that?WWW. What is this about?Computer viruses? How can computers get sick?

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Chapter 6 Unit 5Office Management Equipment

What type of office equipment is found in a medical office?Can you operate them all?

Why is a calculator necessary?What is a copy machine for? How does it work?Why microfilm?Why is dictation equipment important?What is a word processor? Is it different than a computer?Why is a computer needed?Computer termsPrintersSoftware