When taking a telephone message from a patient the medical assistant should not?

Presentation on theme: "Today's Medical Assistant"— Presentation transcript:

1 Today's Medical Assistant
Chapter 41 Telephone Techniques

2 Introduction to Telephone Techniques
The telephone may be the first contact with the medical office Managing the telephone is one of the most important jobs in the medical office Why is managing the telephone such an important job in the medical office?

3 Telephone Courtesy The telephone should be answered promptly, within three rings The medical assistant (MA) identifies the office and himself or herself Why should the medical assistant always begin by identifying the medical office when answering the telephone? What should the medical assistant say to identify the medical office? What should the medical assistant say to identify himself or herself?

4 Telephone Courtesy Important to ask politely who is calling
Always speak before putting someone on hold Avoid putting a physician on hold Check back at least every 30 seconds with a caller on hold Avoid doing something else while on the phone Other work Chewing gum or eating Why should the medical assistant always ask a caller if he or she may put the caller on hold? Why is it often necessary to put a caller on hold soon after answering the call? How will a caller react if the medical assistant does not check back frequently while the caller is on hold? Why should the medical assistant avoid eating, chewing gum, or doing other work while on the telephone?

5 Telephone Personality
Telephone voice gives nonverbal cues Interest, friendliness, concern, and understanding are communicated Boredom, anxiety, and lack of concern are also communicated MA should stay focused on the call and smile How are emotions such as interest or boredom communicated over the telephone? Why does a caller have a more difficult time assessing the emotional response of the medical assistant over the telephone than in person? What actions might imply that a medical assistant is not interested in a telephone call even if it is not true?

6 Telephone Personality
Use the same volume as when speaking in person Avoid developing an artificial telephone voice, which often comes across as cold and unreal Enunciate clearly (speak clearly) How might a caller feel if the medical assistant speaks very loudly? Very softly? What is an “artificial” telephone voice? How do callers respond if they feel that office personnel are not speaking naturally? How can the medical assistant improve his or her enunciation?

7 Effective Telephone Communication
The caller needs to have the MA’s complete attention Try to complete call without interruption Being organized facilitates handling calls Why is it tempting to try to do other work while on the telephone? Does it really save time to do two things at once? What kinds of things might interrupt a telephone call? How can interruptions be minimized?

8 Effective Telephone Communication
Have information and materials available to handle the majority of phone calls Message slips Pens Appointment book or computer appointment screen List of frequently called numbers Desk clock, computer clock, or wrist watch to note time of messages What supplies should the medical assistant have available when answering the telephone? Why is important to have all needed supplies in the work area near the telephone? What methods may be used to keep a list of frequently called numbers?

9 Effective Telephone Communication
Begin by identifying the practice and giving own name Ask for caller’s name if caller fails to identify self Use complete sentences and avoid being abrupt Important to use good posture when talking on the telephone Back supported Neck in neutral position Feet flat on the floor or supported on a footstool How should the medical assistant answer the telephone in the medical office? Why is it important to obtain the caller’s name early in the telephone call? Why is it important to maintain good posture when talking on the telephone?

10 Effective Telephone Communication
Use headset if answering telephone is a frequent duty Tucking receiver between head and shoulder places strain on shoulder muscles Headset allows for good body posture and leaves hands free What are the advantages and disadvantages of using a telephone headset? What can result if the telephone receiver is held for long periods between the head and the shoulder? Why is it useful to have both hands free while using the telephone?

11 Effective Telephone Communication
Be clear with callers about when they can expect their calls to be returned Avoid cutting into a person’s replies—even if he or she rambles Let the caller know what the MA can and will do for follow-up How can the medical assistant handle a call if the caller starts to repeat himself? When should the medical assistant tell patients to expect a telephone call to be returned?

12 Multiline Phones Multiline telephone with several extensions is commonly used Flashing light usually identifies line that is ringing How many telephone lines can be handled by a multiline telephone? When the different buttons on the multiline telephone light up, are they incoming calls or outgoing calls? How does the medical assistant know which telephone line a call is coming in on?

13 Multiline Phones Should handle second call and return to first as soon as possible Tell first caller he or she will be placed on hold Handle calls in order Calls are transferred if caller asks for another person or extension Caller is identified before transferring the call Helpful to keep names of callers on hold written down If hold light continues to flash, should check with caller every 30 seconds to be sure call goes through When more than one call comes in, how should the medical assistant handle a second call? How does the medical assistant transfer calls using a multiline telephone? How can the medical assistant keep track of callers on different lines if the medical assistant is handling several calls at once? How does a patient feel if he or she is transferred to a telephone line that rings and rings but no one picks up? How can the medical assistant recognize that this is happening? What system feature can prevent this?

14 Multiline Phones Special Features
Speed dialing: storage of frequently called numbers Call forwarding: send calls to another extension or telephone number Call park: place call on hold and retrieve from another number Caller ID: identifies caller’s telephone number What are special features of multiline telephones that you have experience with? What is an example of an appropriate use of call forwarding? Call park? Is caller ID a useful feature for the medical office? Why or why not? Is it useful for a telephone system where each extension can be dialed from outside the system? Why or why not?

15 Answering Machines and Voice Mail
Answering service Used by most physician’s offices when office is closed Independent company answers telephones for a number of clients Some offices use an answering machine with message and instructions What are the advantages and disadvantages of using an answering machine versus an answering service? Why do many medical offices use both an answering machine and an answering service? When is the answering machine used? When is the answering service used?

16 Answering Machines and Voice Mail
Built into the telephone system Messages can be left in a number of “mailboxes” for different people May have mailboxes for each staff member Each voice mailbox has a separate extension In some systems can enter last name of person being called if extension is not known Offices with voice mail also rely on answering services for calls after hours How is voice mail used in the medical office? What is the advantage of having a voice mailbox for each staff member? How are patients directed to a particular staff member’s voice mailbox?

17 Cell Phones and Smartphones
Cell phone uses radio signals for telephone contact Smartphone has additional features What is the difference between an ordinary cell phone and a smartphone? What are examples of smartphones?

18 Cell Phones and Smartphones
Smartphone has additional features PDA (personal digital assistant) with various software tools Internet connection Ability to send and receive s In some cases, access to patient electronic medical records Physician cell phone numbers should not be given to patients What additional features may be found on a smartphone? How can a smartphone assist a physician? When should the medical assistant contact a physician using a cell phone or smartphone? In an emergency, should the medical assistant give a patient the physician’s cell phone number? Why or why not?

19 Pagers Direct dial to pagers (beepers)
Digital pagers: leave a number to return call Alphanumeric pagers: display a message in addition to telephone number Used when area has unreliable cell phone service or in larger institutions Simple pager can be used so that patients can leave the waiting room What are different types of pagers and how do they work? Why is a pager often used by a physician in the hospital instead of a cell phone? What are other circumstances where a physician might prefer to use a pager instead of a cell phone? What is the advantage of a pager system for patients who are waiting for appointments? What type of institution is most likely to use this system?

20 Centralized or Electronic Routing
Electronic (voice mail) routing system directs call to appropriate part of office Saves expense of a staff person who would otherwise be answering the phone Electronic routing keeps patients from being put on hold What is an electronic routing system? Describe how an electronic routing system for telephone calls works. What are advantages to the medical office of using an electronic routing system? How does an electronic routing system interface with voice mail?

21 Centralized or Electronic Routing
Some patients find electronic routing confusing and frustrating Must listen to a number of options Person they need to speak to may not be available Person they need to speak to may not return call promptly How do you respond as a patient when you call a medical office with an electronic routing system? Why do some patients find an electronic routing system to be confusing? What are disadvantages to the medical office of using an electronic routing system?

22 Centralized or Electronic Routing
Calls answered by the MA offer the human touch One person is responsible for routing calls Person gives a little more attention to individuals who might be confused by voice mail Why is it important to give a caller an option to speak to an individual if an electronic routing system is used? When does this option usually occur in the routing message?

23 Performing Telephone Screening
MA decides how important the call is Routine calls are handled in the order they come in Calls from physicians are put through at once Emergency calls are treated as urgent and receive top priority Calls from the physician’s relatives may be put through What telephone calls are usually put through to the physician if he or she is in the office? Which type of telephone calls receive top priority and why? What is a general rule for handling routine calls?

24 Performing Telephone Screening
It is polite to obtain the caller’s name and ask to put the call on hold MA decides who should handle the call If caller asks for member of the office staff by name, call is transferred If caller has a question, MA decides best person to answer call Most physicians don’t take calls while seeing patients unless they have told staff to put a certain caller through or unless it is another physician When does the medical assistant transfer a telephone call to another staff member (other than a physician)? Why does the medical assistant usually ask for the caller’s name before transferring a call? How should the medical assistant respond if the caller has a question?

25 Calls the Medical Assistant Usually Handles
Requests to schedule appointments May schedule office appointments or outside laboratory or hospital appointments May schedule tests for patients Billing inquiries Refers to the patient account in the computer Gives caller the information requested May refer caller to billing specialist or office manager How does a medical assistant handle calls from patients who want to make appointments? When might a medical assistant transfer calls for a patient who wants to schedule an appointment? How does the medical assistant handle billing inquiries?

26 Calls the Medical Assistant Usually Handles
Receiving diagnostic test and laboratory results Results may be sent by fax or computer If telephoned, MA takes information on blank laboratory slip Records patient’s name and date when tests were taken Pulls patient medical record after taking results and clips results to front Records all data accurately How do laboratories send results to medical offices? When is a laboratory most likely to telephone results to the medical office? How does the medical assistant handle a call from a laboratory with test results? If the medical assistant takes laboratory results over the telephone, why should the medical record be located before giving the results to the physician (assuming that the office uses a paper medical record)? Do you think that medical offices using EMRs receive telephoned laboratory results as often as offices using paper medical records? Why or why not?

27 Calls the Medical Assistant Usually Handles
Requests for information Gives directions to the office Explains office hours and office’s medical specialty What are examples of questions that medical assistants might answer for callers?

28 Taking Messages and Outgoing Calls
Lesson 39.2 Taking Messages and Outgoing Calls Describe the correct procedure for taking messages and transcribing messages recorded on an answering machine or voice mail. Identify the correct steps to respond to a telephone call regarding an emergency or urgent medical problem. Describe how to deal with problem calls. Explain how the medical assistant should make outgoing telephone calls.

29 Taking Messages Best to use message pad that makes a copy
If message form does not make a copy, MA keeps a telephone log Why is it recommended to keep a record of all telephone calls received, either as duplicate messages or in a telephone log?

30 Taking Messages Do not write in a space intended for physician follow-up Include all information Date and time Name of physician or staff member being called Patient’s full name and date of birth Clear message that indicates what the caller wants What is the advantage of using a message form that has a separate space for physician follow-up? What information must be included when taking a message in order for the message to be complete? Why should the medical assistant be clear about what the patient wants when taking a message for a physician?

31 Taking Messages Include all information
Additional information to clarify the message Medication allergies if patient is ill or requests medication Telephone number to return call and pharmacy telephone number if appropriate Initials of MA taking the message Use message form when transcribing messages from answering machine or voice mail What should the medical assistant ask specifically when taking messages related to requests for medications? What is the advantage of having a separate telephone number to record messages that are requests for refills?

32 Taking Messages What does the caller want in this message?
What might the physician write in the box labeled DOCTOR – STAFF RESPONSE on this form?

33 Patients Requesting Test Results
Find out when and where the test was done Locate the medical record and be sure laboratory report and results are in the record Leave the message and the medical record for the physician Follow up as instructed by physician Call patient with results Schedule follow-up test or appointment What should the medical assistant include in a message when the patient requests test results? If the test results are not in the medical record, what should the medical assistant do to follow up?

34 Patients Reporting Satisfactory or Unsatisfactory Progress
If patient reports satisfactory progress, take brief message If patient reports unsatisfactory progress, take a more complete message Place medical record with message for physician to review What should the medical assistant do if the patient calls to report progress, as for example after an office surgery? Why is it important to file messages reporting progress in the patient’s medical record?

35 Requests for Medication and Prescription Refills
MA gets patient’s name and date of birth Identifies medication, dosage, and number prescribed before What information is necessary to refill a prescription? Can the medical assistant authorize a prescription refill? Why or why not?

36 Requests for Medication and Prescription Refills
If patient calls, gets the pharmacy phone number and how often the patient takes the medication If the medication is an antibiotic or controlled substance, asks about symptoms that require a refill What should the medical assistant ask the patient if the patient asks for a refill of azithromycin? Of oxycodone?

37 Requests for Medication and Prescription Refills
Instruct the patient to check with the pharmacy the next day Physician follows up directly with the pharmacy or writes a message for the MA to call in If MA calls the pharmacy, should always document in the medical record Why might the medical assistant ask the patient to check with the pharmacy the next day if the patient has requested a refill? What information must the medical assistant give to the pharmacist if he or she calls a refill to the pharmacy?

38 Requests for Medication and Prescription Refills
Sample Message for Prescription Refill What should the medical assistant do to follow up after the physician has responded to this message? How many refills has the physician authorized?

39 Calls for Referrals or Requesting Laboratory or Diagnostic Tests
Patient may call to say he or she needs a referral to see a specialist or to have laboratory work MA records the necessary information Checks with the physician to make sure referral is necessary Completes referral forms as completely as possible and obtains signature What are examples of occasions when a patient might call to request a referral to see a specialist? How does it help the physician if the medical assistant begins filling out the referral form before giving the message containing a request for referral to the physician?

40 Calls for Referrals or Requesting Laboratory or Diagnostic Tests
Patient may request a laboratory or diagnostic test MA obtains authorization from the physician Completes necessary laboratory slip for patient to pick up or enters information into computer What are examples of occasions when a patient might call to request a referral for laboratory testing? What might the physician require before authorizing a referral for a diagnostic test?

41 Patients with Medical Questions
Take a message for a physician or refer call to other staff member Office should have written guidelines to screen medical questions What must the medical assistant assess to decide what to do if the patient has a medical question?

42 Calls from Other Physicians
Put calls from physicians right through to the physician Give the name of the calling physician May need to transfer the call to another extension for privacy How should the medical assistant handle a call from a physician? Can the medical assistant interrupt a physician who is with a patient if there is a call from a physician? Why or why not?

43 Calls from Salespeople
Salespeople are often seen by the office manager, who gives information to the physician Drug representative must call for an appointment with the physician These appointments usually made during lunch Physician must agree before such an appointment is made How should the medical assistant handle a call from a salesperson who asks to speak to the physician? How should the medical assistant handle a call from a pharmacy representative who asks to speak with the physician?

44 Urgent or Emergency Calls
MA should remain calm and get the following information Caller’s name Caller’s phone number Identity of person who has the problem and relationship to caller Patient’s symptoms and current condition Brief history of symptoms or accident Any treatment that has already been given What information should the medical assistant obtain if a call appears to relate to an urgent medical problem? A medical emergency? Is the information the same or different?

45 Urgent or Emergency Calls
Follow office procedure after determining nature of urgent call using procedure manual If no licensed professional in the office, the MA must advise the caller If emergency is serious or life threatening, tell caller to call an ambulance (911) MA may make the call for the caller If a case of poisoning, instruct caller to call poison control center for your area If patient can walk, caller can be instructed to take the patient to the emergency department or call an ambulance Why will each medical office have its own procedure to follow to handle urgent and emergency calls? When might the medical assistant call 911 for a caller? If the patient needs to go to a hospital for care, when should the medical assistant instruct the patient to call an ambulance? When can the patient be transported by a family member?

46 Urgent or Emergency Calls
If problem can be treated in office, gives patient an appointment If MA is unsure how urgent the problem is, contacts physician for instructions If in doubt, it is always safer for the MA to instruct the patient to call an ambulance What types of urgent care may be provided in the medical office? What are specific examples when the medical assistant should instruct a patient to call an ambulance without delay? What are specific examples when a medical assistant might contact the physician if he is not in the office about an urgent medical problem of a patient who has called the office? What are specific examples when a medical assistant should make a same day appointment for a patient who has called the office with an urgent medical problem?

47 The Caller Who Refuses to Give Information
Usually an individual who wants to speak to the physician Explain that the caller’s name and telephone number are necessary to take a message Caller can write a letter to the physician and mark it personal How should the medical assistant handle a call if the caller refuses to identify himself or herself? What should the medical assistant do if the caller states that the call is urgent and continues to refuse to give a message or identify himself?

48 Complaints Listen carefully Avoid getting angry
Act professional and be patient Get as much information from the caller as possible Why are calls from angry callers especially difficult to handle? What guidelines should the medical assistant follow if callers have specific complaints or are angry?

49 Complaints Avoid hanging up on an angry caller
Keep voice at normal speaking tone Instruct patient what follow-up to expect and when to expect it How does a caller respond if someone hangs up on him or her? Why is it considered unprofessional to hang up on a caller intentionally when working in the medical office? If a caller persists in making angry or abusive comments, what should the medical assistant do?

50 Patients with Special Problems
Listen carefully and try as much as possible to understand Always obtain caller’s name and telephone number Speak slowly and clearly without shouting Use simple language What are examples of special problems that might make a telephone call difficult? How can the medical assistant facilitate a call if the patient does not speak clearly?

51 Patients with Special Problems
Ask if caller understands what you are saying Get translator if necessary If patient seems confused, ask if there is another person who can help How can the medical assistant facilitate a call if the caller’s English is poor? Why is it important to get as much information as possible if the caller seems confused?

52 Local Calls Privacy should be provided when making calls to patients
Leave only office name and telephone number with request for patient to call back on answering machine If calling about bill, discuss only with patient Organize all information before placing calls How does the medical assistant maintain patient privacy when making telephone calls to patients? When leaving messages for patients?

53 Local Calls If placing a call for a physician, make sure physician is ready to talk first Staff should not make or receive personal calls except for emergencies Personal calls tie up phone lines and take time away from work Outgoing personal calls should occur at lunch time or break on a personal cell phone How should a medical assistant place a call for a physician to another physician? If a medical assistant has children, should he or she leave his cell phone on vibrate while at work? Why or why not? When is it acceptable for a medical assistant to make personal calls during the work day? What telephone should the medical assistant use? What emergency contact number should the medical assistant give to family members? Why?

54 Long Distance Calls Can usually be dialed directly
To obtain phone number, can use long distance directory at area code Should be aware of different time zones when making long distance calls Office may have a code to prevent unauthorized long distance calls What are examples when a medical assistant might need to make a long distance call from the medical office? Should the medical assistant make long distance calls for personal reasons from the medical office? Why or why not? How can different time zones affect long distance calls that the medical assistant may need to make?

55 Conference Calls Some phone systems allow conference calls among three parties MA may set up conference calls among more than three parties with a telephone carrier May need to notify all parties of call number and participant code in writing Can notify via Can notify by telephone with follow-up fax What are examples when a medical assistant might need to arrange a conference call? How can conference calls between three parties usually be placed? What is necessary to set up a conference call between four to six parties?

When talking to a patient by phone a medical assistant should avoid?

When taking a message about a patient the medical assistant should include the patient's age or date of birth?

When taking a phone message from a patient a medical assistant would typically include all of the following except?