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

2. 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.

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

4. While Speaking on the Telephone, be Courteous and Professional

5. 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Billing inquiries – Do not quote exact prices; do not reveal confidential information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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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