Allied Health Assisting Unit 5 Chapter 9: Telephone Communication

Objectives Explain proper protocol for answering the telephone in a medical office Describe the methods of screening and routing incoming calls Document information from a telephone call Describe the different types of telephone calls encountered in a medical office Describe the types of community resources for patient’s health care needs and emergency services and how to research current information

Director of First Impressions Telephone is center of all activity in the medical office On average, it takes a person about 10 seconds to pick up on your attitude from listening to the tone of your voice Developing excellent telephone customer service (in both tone and words) is one of the most valueable business skills you can acquire YOU are the Director of First Impressions for your office! Over the phone your voice is all that people can judge you by You must anticipate the needs of the patient and the provider

Answering the Telephone Answer each call as soon as possible (3 rings at most!!!) Know how to work your phone system Example of how to answer the phone: “Good Morning, Central Medical Center, Ellen speaking, how may I help you? Keep calls brief while remaining polite and professional When you end call, make sure to use a closing statement so caller knows you are hanging up Ex: Goodbye Mr. Smith, Have a nice day

Answering the Telephone Handling Multiple Ringing Lines Don’t panic Excuse yourself and ask the patient you are speaking with if you may place them on hold Answer the second call and ask if you may place them on hold (only if second call is not emergency or hospital calling asking to speak to the provider) Return to the first caller and thank them for holding Resolve first call and return to second

Telephone Screening Screening manual or Triage manual Makes sure everyone who answers phone can ask standard questions and give standard answers that have been pre-authorized by the provider Learn how to proceed logically through a set of questions Reveals priority level of patient or call NEVER GUESS!! Refer to higher level if needed Including 911 if needed

Routing Calls in the Medical Office Understand the issue and who can take care of it Never tell a caller that the provider is too busy It is much better to say “The doctor is with a patient now. May I take a message and we will return the call as soon as possible?” Non-emergency calls If you can give the information without have to take to long, place the caller on hold while you get the information If you need to look up the information, get the call back information and give the caller a return call later

Routing Calls in the Medical Office Transferring Telephone calls KNOW HOW TO WORK YOUR PHONE SYSTEM Make sure you tell the caller you are transferring who you are transferring them to Get the call back number for the caller If using an overhead system, confidentiality is key All messages for providers should be recorded in patients chart Use of Interpreter Services Use for languages other than English Know what interpreter service your office uses

Documenting Telephone Calls Vital Importance Critical Information Date Time Name Date of Birth M/F Phone number Accurate message

Documenting Telephone Calls Document all messages the same Pull chart and have all relevant information attached to the chart Sign off procedure for messages Message pad by EVERY telephone

Documenting Telephone Calls Confidentiality and Returning Patient Messages HIPAA regulations No health information to be given out over phone unless patient has signed a release No pertinent information may be left on a voice mail or answering machine

Common Types of Phone Calls Appointments Positively identify the patient At least two identifiers Assess type of appointment needed Give limited choice of times Prescription Refills Learn the rules for your office Must be approved by the provider Take appropriate information

Common Types of Phone Calls Test Results Always observe your office policies Most providers will want to speak with the patients personally Calling the patient Follow-up Calls Record information in chart Relay information to the provider Professional Calls Politely ask for name and inform provider Ask if call is pertaining to a patient and pull the chart

Common Types of Phone Calls Business, Personal, and Legal Calls Provider should let you know how to handle personal and business calls Calls from attorneys must be handled with a great deal of caution DO NOT GIVE PATIENT INFORMATION Refer business or legal calls to office manager

Difficult Callers Kill ‘em With Kindness!! If caller is cursing, politely say “I really want to help you, but, I’m having trouble with the kind of language you are using. Can you please refrain from using that kind of language?” If this does not work inform your supervisor of the problem Document threats End call in a professional manner

Telephone Services Phone Menus Conference Calls Teleconferencing Most business have some type of automated answering/routing system Instruct callers to call 911 if this is a medical emergency Pay attention to calls routed to you Conference Calls Simultaneous conversations over the phone Teleconferencing Audio and Visual Virtual Meeting Long Distance Calls Be aware of call-length Know what time zone you are calling

Community Resources Keep an up to date index of frequently called numbers Resources for patients Know where to find information