1. MO 260-Seminar Three

2. Agenda O Review Unit 2 O Week 3 Deliverables O Appointment Scheduling O New Patients O Established Patients O Verbal and Written Communication O Telephone Techniques

4. New Patient vs. Established Patients O What is the major difference? O What do we do different? O What do we collect from a new patient? O #1- O #2- O #3-

5. Importance of Proper Telephone Techniques O When you use the telephone, verbal and nonverbal communication skills are essential. 5Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.

6. Importance of Telephone Techniques (cont.) O Remember that the telephone may be the first contact of the patient with the office and it sets the patient’s concept of the office. 6Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.

7. How will you answer the phone? O It is 9am on Monday morning and you are answering the telephone in Dr. Smith’s office. The telephone rings….brring…brring… O What do you say, exactly, when you pick up the receiver? Type your answer. Slide 7

8. O Telephone etiquette includes: O Answering phone calls as soon as possible O Except in emergencies, placing a patient on hold on one telephone line to answer a call on another line O Asking permission before placing a person on hold O Not using the telephone for personal calls O Using correct English 8Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.

9. Personal phone calls 9Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved. http://www.youtube.com/watch?v=gwOf5crsHJ0

10. O Principles of proper telephone technique: O Ethics and confidentiality must be maintained during telephone conversations. O Always be sure that the person on the phone is the correct person before releasing any medical information. 10Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.

11. O Principles of proper telephone technique (cont.): O Check release of information prior to any telephone calls concerning patient’s medical conditions. O Repeat important information for confirmation of the received message. O Always follow office policy for forwarding telephone calls to others in the office. Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.11

12. Scheduling Inpatient or Outpatient Admissions and Procedures O Usually scheduled after completion of examination O Usually have physician’s orders in either progress notes or encounter form O Usually scheduled while in the office Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.12

13. Inpatient Admissions O Need preauthorization from insurance. O Call admissions—make necessary arrangements as required. O Call in orders—as appropriate. O Document in the medical record. Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.13

14. Inpatient Procedures O Obtain preauthorization. O If for surgery, provide information required by hospital. O Obtain the time for procedure; be sure it is convenient for physician and patient. O Instruct patient about presurgical activities. O Document all information in medical record. Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.14

15. Outpatient Admissions/ Diagnostic Tests O Obtain preauthorization. O Schedule the admission/test at time convenient to patient. O Provide needed instruction. O Document all information. Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.15

16. Referrals/Consultations to Other Sources O Obtain preauthorization as needed. O Schedule appointments at time indicated by physician. Be sure time is convenient for patient. O Provide patient instruction as appropriate. O Document all information. Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.16

17. Remember... O When genders of patient and physician are different, medical assistant should stay in the room for examination. Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.17

18. Errors in Documentation O Place line through error. O Make correction. O Date the error. O Insert initials of person making correction. Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.18

19. Obtaining Accurate Patient History O Clear verbal and nonverbal communication is essential for documenting chief complaint. O Confidentiality must be maintained when obtaining the patient history. Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved.19