1. Allied Health Assisting
Unit 5 Chapter 9: Telephone Communication

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

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

10. 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

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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

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