1. Telecommunications Chapter 12 ICBS 120

2. Telephone Personality n First impressions conveyed through verbal and nonverbal communication. n Personality and attitudes show through in tone in which words are spoken and the words themselves. n Callers are not an interruption of your work but the reason for your job.

3. Telephone Personality Cont’d Practice: n Modulation: use a voice that varies in pitch and intensity. n Enunciation: speak words clearly and carefully. n Pronunciation: say the words correctly. n Speed should be not too fast or too slow, but normal.

4. Telephone Personality Cont’d Practice: n Posture: the way the body is carried, also affects the voice. n Be organized and prepared for each phone call. n Put on a SMILE! n Convey your enthusiasm. n Remain calm in case of an emergency.

5. Telephone Etiquette n Etiquette: – Treating others with good manners and be considerate. n Keep the patient’s feelings in the forefront at all times. n DO NOT USE technical terms; only professional jargon. n Pay attention to what the patient/person is saying, do not interrupt or finish sentences for SLOW talkers. n Listen with empathy and to what the tone or voice expresses.

6. Answering Incoming Calls n Be prepared to answer calls from: – Patients, physicians, medical facilities, family members, salespeople, insurance companies and others. n Answering calls: – Identify the name of the facility, your name. – Avoid buffer words (expendable words and phrases that allow a caller to collect their thoughts). – Get full name and correct spelling and pronunciation of patient. – Ask if this is an emergency – Determine how you can help. n Screen Calls: – Be sure the caller talks to the person who will be most helpful – Ensure the physician’s time with calls is efficiently managed.

7. Taking a Message – Date and time call received – Who the call is for – Caller’s name and phone number – When the caller can be reached – Nature and urgency of call – Action to be taken – Message, if any – Your name or initials

8. Ending a Call n Bring conversation to a courteous close n Repeat any pertinent information n Pause for possible additional questions n Say “Good-bye” not bye-bye. n Stay on the line until the caller hangs up (never hang up first)

9. Types of calls YOU can take n Established patients n New patients n Scheduling appointments n Billing questions n Insurance information n General information about practice

10. Emergency Calls Triage: the act of evaluating the urgency of a medical situation prioritizing treatment. 1. What happened? 2. Who is the patient? 3. Is patient breathing? 4. Is patient conscious? 5. Did the patient ingest something? NOTE: Triage does not only pertain to emergency calls.

11. Older Adult Callers n Several issues may arise when dealing with elderly patients: impaired hearing, confusion, and an inability to understand procedures or technical information. n Do not assume all elderly people are senile or hard of hearing. n Ask frequently if the patient understands or if they have any questions. n Simplify information if necessary.

12. Legal and Ethical Considerations Two of the most important issues in the medical setting: 1. Confidentiality 2. Right to Privacy NOTE: This is a legal and ethical obligation.

13. Legal and Ethical Cont’d No information about patients is to be discussed: n Outside the office n With family or friends n Other patients n Per HIPAA, leaving message regarding reminder of appointment is okay. NOTE: Could be potential cause for a lawsuit. The only time it can be discussed with others is with permission and a signed release form.

14. Telephone Technology Automated routing unit (ARU) – phone system that handle heavy telephone traffic. Answering Service – typically staffed by live person. Fax (facsimile) transmission sent over telephone lines from one fax machine to another via a modem.

15. Telephone Technology Cont’d Fax machines are a great time saver. However, some critical issues are: - confidentiality and unauthorized persons may see - sent to wrong number or person Electronic mail (e-mail): process of sending, receiving, storing, and forwarding messages in digital form over computer networks.