Ch 7: Telephone Techniques Lesson 1: Telephone Techniques

Lesson Objectives Upon completion of this lesson, students should be able to … Define, spell and use key terms Answer telephone in professional manner with proper greeting and pleasant tone. Use hold function effectively and professionally. Take detailed and efficient telephone messages. 2

Lesson Objectives Adhere to HIPAA guidelines while placing telephone calls to patients. Describe telephone triage and how it is used in medical office. Handle difficult callers. Place long distance calls and conference calls. Handle emergency phone calls. 3

Key Terms Answering service Automated Assistance Device (AAD) Clarity Ability to be understood Enunciation Clear articulation and pronunciation of words Inflection changes in pitch and tone of way you utter your words and phrases. Pitch Frequency (octave) of voice high or low) Tone Attitude, emotions in voice Answering service Automated Assistance Device (AAD) Caller ID Hold Queue Referral Telephone Triage Conference Call Voice messaging system

Key Terms (cont) Acute – sudden unexpected Chronic – long term > 6 mo. Exacerbation – sudden flareup or worsening of chronic condition (ex. Asthma) Remission – state of stable or no symptoms of chronic condition, may be temporary or permanent

Telephones in Medical Office Lifeline of office Often first form of communication between office and patients First Impressions! 6

Guidelines to Answering the Office Telephone Smile Answer phone by third ring Provide friendly, professional greeting Speak clearly and use good enunciation Give attention to pitch and tone of one’s voice Identify caller Be a screen not a block 7

Elements of a Professional Greeting Good morning or afternoon Name of office/physician Name of individual answering the phone Offer to assist Good morning, Dr. Jones’ office, Lori speaking, how may I help you? 8

Types of Business Telephone Systems 9

Pronunciation/Enunciation

Guidelines on Making Calls Access outside line as required Dial area code if necessary Identify receiver to ensure correct person Do not disclose confidential information to unauthorized person Know policies of office regarding personal calls 11

Guidelines on Using the Hold Button Individual should not be left on hold for more than about 30 seconds. When taking second call, ask first caller if OK to be placed on hold. Ensure second caller not emergency and then return and finish 1st caller prior to handling issues with second caller. 12

Guidelines on Using Hold Button If information must be retrieved for caller, ask to place caller on hold. Don’t allow too much time to pass prior to responding or asking for more time. Indicate when callback may be required. 13

Learning About Phone Features Voice messaging system Call forwarding Caller ID Privacy manager Speakerphone and headsets 14

Pagers and Cell Phones Know policy of office regarding personal use Obtain necessary numbers and codes to contact physician by pager and/or cell phone Follow hospital building policies on usage of pagers and cell phones 15

Telephone Etiquette For a video on Telephone Etiquette go to MyHealthProfessionsKit.com or insert the DVD-Rom found in the back of your book. 16

Patient Phone Calls in Medical Office Due to high volume of calls voice mail systems often used MA often responsible for retrieving and responding to messages Messages should be checked at least twice/day 17

Dealing with Difficult Calls Pt who refuses to identify him/herself Persistent talker Angry patient 18

Handling Nonpatient Calls Sales calls Reports from hospitals and other facilities General office matters Physician’s personal calls Calls from another physician Obscene or prank calls 19

Telephone Triage Determining order of PRIORITY, importance for pt calls Is this emergency? May I place you on hold? Important to ask questions to gather necessary information Information required from pt: Name and number DOB Date and time of the call Patient’s physician Medications patient may be taking Allergies patient may have Patient’s insurance Patient’s complaint 20

Items Required When Taking Message First and last name of caller If pt, verify ID (DOB) Telephone number of caller Reason for call Name of person caller trying to reach 21

Guidelines for Taking Message Have pen and paper ready Obtain necessary information Patient Name, Tel #, DOB (or last 4 of social if two pt with same name/ DOB) Clarify message with caller Repeat telephone number for call back Pull pt medical record if required for call back. Attach message to front of chart. Ensure telephone message gets placed in pt’s chart as documentation of call Follow confidentiality rules regarding pt information 22

Taking Messages Must Prioritize Appointment requests Triage, urgency Insurance and billing questions Questions related to fees Office hours and directions Can be handled by AAD Laboratory test results Need to know if critical to notify MD right away! Follow-up calls from patients Referral requests Rx refill requests Urgency?

Prescription Refill Requests Name of med/dose/frequency What is it for? Urgency (ran out of meds?) Prescription refill requests must be signed-off by MD May be faxed or sent electronically to pharmacy Cant refill narcotics over phone, pt must come in for appt and new Rx Message may need to be attached to chart prior to obtaining physician’s approval 24

Telephone Tools Internet resources White pages Yellow pages Provide name, address and telephone numbers of residences Yellow pages Provide name, address and telephone numbers of businesses Other resources found in the telephone book include: Emergency numbers, local government numbers, national area codes, zip codes, and information on making long distance (including international) calls Internet resources 25

Purpose of Telephone Log Typically used to keep track of long distance calls Helps to identify any long distance calls that were not work-related 26

Purpose of a Telephone Log Information usually found on logs includes: Name of person called Facility or company being called Number being called Name of the person placing the call Date and time of call City and state where call placed Duration of the call Purpose of the call 27

Placing Long Distance Calls Direct Distance Dialing (DDD) Area codes are listed in the front section of the telephone book Directions for international calls in phone book Collect calls Charges of call are billed to person receiving call Receiving person must indicate to operator that charges will be accepted Typically offices do not accept collect calls 28

Purpose of Using an Answering Service Provides coverage 24 hours/day Takes messages for non-emergency calls Contacts physician by pager or telephone for emergency calls 29

Handling Emergency Calls Every office should have written protocol Immediately get caller’s name and telephone number Ask specific questions to determine situation If emergency, alert physician and/or call 911 Try and calm individual 30

Types of Emergencies Heart attack Asthma attack Allergic reaction Gunshot/stabbing wound Drug overdose Broken bone Eye injury/foreign body Difficulty breathing Loss of consciousness Profuse bleeding Severe vomiting High fever 31

Conference Calls Can set up ahead of time Need Can use Participants names and phone # Date and time of conference Conference ID and phone number for participants to call in Can use WebEx, Go to Meeting Mikogo Skype Beam Your screen Anymeeting.com

Staff Meetings Agenda – plan Pearson Physicians Group Staff Meeting Agenda Date: December 19, 20XX Time: 4:30–5:30 P.M. Place: Staff Conference Room Time Agenda Person Responsible 4:30 Introduction of new staff Review of last meeting’s minutes T. Washington, Office Manager 4:35 New policies 4:45 Problems with insurance L. Turner/Insurance Coding Clerk 4:55 OSHA protocol for needlesticks K. Wall/Lab Tech 5:05 Vacation schedules T. Washington 5:10 New office location Dr. McWalter 5:20 New business Tania Washington 5:30 Meeting adjourned Agenda – plan Minutes – detailed notes of what occurred during meeting

Figure 7-7 Conference calling

Figure 7-8 Having a time zone map located near the telephone will assist you when making long distance calls outside your time zone.

Questions? Practice taking messages Role play Telephone Scenarios Audio CD, need blank message pads! Role play Telephone Scenarios Need blank message pads! Billing Question Ruth Atkins Refilling a prescription Controlled substance Request Laboratory Results Medication Side Effects 36