MAA 100 Office Management Lesson 3 Topic 1 Telephone Techniques MAA 100 Office Management Lesson 3 Topic 1

Telephone Importance of the Telephone in the Medical Office Patients’ first link for appointments, advice, refills, results, questions regarding bills, and reporting of emergencies The physician’s link to hospitals, pharmacies, laboratories, and other doctors You set the tone by projecting a competent and caring attitude over the phone.

Telephone Techniques for avoiding misunderstanding Basic Guidelines for Telephone Use Techniques for avoiding misunderstanding Diction Pronunciation Expression Listening Courtesy

While Speaking on the Telephone, be Courteous and Professional

Telephone Routine Incoming Calls Appointments – Always obtain and verify the caller’s phone number Billing inquiries – Do not quote exact prices; do not reveal confidential information Diagnostic test results – Record and post results immediately; notify the physician if results are urgent Routine and satisfactory progress reports – Record, post, and place it for the physician’s review

Telephone Test results – Follow office policy Routine Incoming Calls Test results – Follow office policy Unsatisfactory progress reports and test results – These are the physician’s purview unless you are instructed otherwise Diagnostic test results – Follow office protocols or check with the physician and call back Other calls – Ask the physician for instructions

Telephone Unidentified Callers – Be polite; take a message Challenging Incoming Calls Unidentified Callers – Be polite; take a message Irate patients – Be calm and helpful, listen and take notes, and advise the physician Medical emergencies Transfer the call to the appropriate professional Note the caller’s name, location, and phone number Ask for office procedures for typical emergencies

Telephone Sort simultaneous calls by urgency: Triaging Incoming Calls Sort simultaneous calls by urgency: Potentially life-threatening problems Serious but not life-threatening problems Angry or upset patients Routine calls

Telephone Carbon or carbonless copies preserve a record Taking Messages Carbon or carbonless copies preserve a record Get at least the caller’s: Name, date, time, return phone number, subject, and recipient Tell the caller when to expect a return call Document calls in the patient’s chart

Telephone Carbon or carbonless copies preserve a record Get at least: Outgoing Calls Carbon or carbonless copies preserve a record Get at least: Name, date, time, return phone number, subject, and recipient Tell the caller when to expect a return call Document calls in the patient’s chart

Telephone Minimum requirements Services and Special Features Sufficient incoming lines Unpublished numbers or phone lines Direct hospital line Recall Volume control Intercom Call forwarding Caller ID

Telephone Display screen Additional Features and Services Display screen Speaker phones (but be careful of confidentiality) Individual cell phones or pagers with text messaging TRS/TTY communications for hearing- or speech-impaired patients