1. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Telephone Techniques Chapter 9

2. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 2 This chapter will examine: How to develop a pleasing telephone voice Correct use of the handset How to handle callers who wish to speak to the physician The items needed to take an accurate telephone message How to handle difficult callers Questions to ask during an emergency call

3. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 3 Calls in the Physician’s Office Most incoming calls are from these sources: Established patients calling for appointments or to ask questions New patients making a first contact with the office Patients and medical workers reporting treatment results or emergencies Other physicians making referrals or discussing a patient Laboratories reporting vital patient information

4. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 4 Effective Use of the Telephone The telephone is one of the most valuable tools used in the physician’s office. Medical assistants must project a caring attitude when speaking to those who call the facility.

5. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 5 Effective Communication Active Listening – – Focus attention on the call at hand. – Give the caller the same attention as would be given to a face- to-face visitor. – Listen for clues about the patient. Is he or she distressed? Agitated? Fearful? Use a Pleasing Voice – Callers should “hear a smile.” – Enunciate clearly. – Use inflections.

6. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 6 How something is said to a patient is just as important as what is said. Remember, the patient may be stressed or worried about his or her condition. Every caller should feel that the medical assistant has time to address his or her concerns. Talk naturally. Avoid using professional jargon. Do not eat, drink, or chew gum while on the phone Points to Remember

7. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 7 Holding the Handset Correctly Place the handset so that your voice is heard clearly and distinctly. The mouthpiece should be about 1 inch from the lips and directly in front of the teeth. Never hold the mouthpiece under the chin. Speak directly into headset mouthpiece.

8. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 8 Maintaining Confidentiality All communications in the healthcare facility are confidential. Use discretion when using the name of the caller. Be careful about being overheard. Never use speakerphone to retrieve messages.

9. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 9 Thinking Ahead Have the patient’s chart or bill at hand before dialing the phone. Write down a list of questions or goals for the conversation. Keep the call short to free phone lines. Keep a list of frequently called numbers for staff use and to offer to patients.

10. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 10 Techniques for Incoming Calls Answer promptly. Always answer by the third ring. Place subsequent calls on hold and take care of calls in order. Make certain the call is not an emergency. Keep focus on the call. Never answer by stating “please hold” without verifying that the patient is able to hold.

11. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 11 Techniques for Incoming Calls Identify the facility. Use a telephone greeting as set forth in the policy and procedure manual. The title “doctor” may need to be avoided, depending on the type of practice. Salutations such as “good morning” are optional.

12. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 12 Techniques for Incoming Calls Identify the caller. Ask who is calling. Repeat the caller’s name often. If the caller refuses to identify himself or herself, politely refuse to forward the call to the physician. Refer the call to the office manager.

13. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 13 Techniques for Incoming Calls Screen incoming calls. Put calls from other physicians through at once, unless the policy manual requires other action. Identify the caller. Determine who should receive the call. Take an accurate phone message. Cultivate a reputation for being helpful and reliable.

14. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 14 Techniques for Incoming Calls Minimizing wait time. Ask the caller if he or she prefers to wait. Return to the call often. Give the caller an estimate as to the length of time he or she will have to wait. Thank the patient for waiting.

15. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 15 Techniques for Incoming Calls Transferring a call Ask permission to place the patient on hold. Call the person the patient wishes to speak to, and state that the call is being transferred. Transfer the call. Always send the call to the person who knows the most about the situation.

16. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 16 Techniques for Incoming Calls Taking a phone message Name of person calling Name of person the call is for Caller’s phone numbers Reason for the call Action to be taken Date and time of the call Initials of person taking the message

17. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 17 Techniques for Incoming Calls (cont’d)

18. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 18 Taking Action on Phone Messages Make certain that phone messages receive follow-up. Never trust memory alone for follow-up on messages. Establish a follow-up procedure to ensure that messages are not missed and that follow-up is conducted on each message.

19. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 19 Ending a Call Stick to business during the call. Do not encourage chit-chat, but maintain a friendly attitude. Ask if the patient has any further questions or if you can assist him or her in other ways. Close the conversation, and let the patient hang up first. Replace the handset on the cradle gently.

20. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 20 Retaining Records of Telephone Messages Develop a policy for message retention. Many offices keep messages for the same amount of time records are kept. Phone records include telephone bills. Keep message pads. Use message pads that make a copy of the message. Document the number of attempts to return calls.

21. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 21 Typical Incoming Calls New patients scheduling appointments Established patients scheduling appointments Patients needing directions Inquiries about bills and fees Insurance provider questions Requests for assistance with insurance Radiology and laboratory reports Satisfactory progress reports from patients Routine reports from hospitals and other sources Office administration matters Requests for referrals Prescription refills

22. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 22 Special Incoming Calls Patients refusing to discuss symptoms Unsatisfactory progress reports Requests for test results Requests for information from third parties Complaints about care or fees Calls from the physician’s family or friends Call from staff members’ family and friends Angry or aggressive callers Emergency callers

23. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 23 Questions to Ask during an Emergency Call At what telephone number can you be reached? Where are you located? What are the chief symptoms? When did they start? Has this happened before? Are you alone? Do you have transportation?

24. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 24 Triage Guidelines One individual is often assigned triage duties. A written emergency protocol should be close to each phone. Employees must not give any advice not on the written protocol. Emergency phone numbers should be available. Make certain that the physician can always be reached.

25. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 25 Getting Information the Physician Needs Listen carefully to the physician when he or she is questioning patients about their symptoms. The medical assistant will learn to anticipate the physician’s needs.

26. Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 26 Outgoing Calls Plan outgoing calls in advance. Have all information handy when making the call. Make a list of questions. Be courteous and use good diction and enunciation skills. Make all outgoing calls at once to use time to the best advantage. Organizing calls increases office efficiency.