1. Medical Assisting Chapter 11
PowerPoint® to accompany
Medical Assisting Chapter 11
Second Edition
Ramutkowski • Booth • Pugh • Thompson • Whicker
Chapter 11
Copyright © The McGraw-Hill Companies, Inc. Permission required for reproduction or display.

2. Telephone Techniques Objectives
11-1 Explain how to manage incoming telephone calls.
11-2 Explain the importance of communication skills.
11-3 Compare the types of calls the medical assistant handles with those the physician or other staff members handle.
11-4 Describe how to handle various types of incoming calls from patients and from others.
11-5 Discuss the importance of proper telephone etiquette.

3. Telephone Techniques (cont.)
Objectives
11-6 Describe the procedures for taking telephone messages.
11-7 Explain how to retrieve calls from an answering service.
11-8 Describe the procedures for placing outgoing calls.
11-9 Explain the function of telephone triage in the medical office.
11-10 Explain the uses of a facsimile machine in the medical office.

4. Using The Telephone Effectively
Good telephone techniques leave the patient with a positive impression of:
You
The Physician
The Practice 
Good Telephone
Management Shows That:
Poor Telephone
Management Results In:
Staff is caring
Staff is attentive
Staff is helpful
Bad feelings
Misunderstanding
Unfavorable impressions

5. Using The Telephone Effectively
Complete
Concise
Clear
The 5 C’s of
Communication
Cohesive
Courteous

6. Managing Incoming Calls
Calls should be answered promptly
Greet the caller with the medical office name and your name
Be courteous, calm, and pleasant
Identify the nature of the call
If the caller does not give his/her name, ask for it
Use the caller’s name when communicating and saying goodbye at the end of the call

7. Managing Incoming Calls (cont.) Screening Calls
Follow the office policy to determine:
Calls that should be put through immediately
Calls that should be returned later
Calls that should be handled by another staff member other than the physician
Generally, 3 types of calls received in the office pertain to:
1) Administrative Issues
3) Clinical Issues
2) Emergency Calls

8. Managing Incoming Calls (cont.) Routing Calls
Calls Handled By the Medical Assistant:
Appointments
Billing Inquiries
Insurance Questions
Diagnostic Reports (lab & X ray)
Other Reports from patients and hospitals, etc.
Referral Requests
Prescription Renewals (physician must approve)
Patient Complaints

9. Managing Incoming Calls Routing Calls (cont.)
Calls Requiring the Doctor’s Attention:
Emergency calls
Calls from other physicians
Patient requests regarding test results
Patient requests to discuss their symptoms
Requests for prescription renewals
Personal calls
A routing list specifies who is responsible for handling certain types of calls.

10. Apply Your Knowledge
The medical assistant is just returning from lunch, and the office telephone is ringing. When the medical assistant answers, the caller interrupts her greeting and states “No, do not put me on hold again, I have been on hold for 10 minutes!” How should the medical assistant respond to this caller?

11. Apply Your Knowledge - Answer
The medical assistant is just returning from lunch, and the office telephone is ringing. When the medical assistant answers, the caller interrupts her greeting and states “No, do not put me on hold again, I have been on hold for 10 minutes!” How should the medical assistant respond to this caller?
Remain calm and allow the caller to express his/her concerns. Apologize for any inconvenience and inform the caller that you would like to help. It is not a good idea to attempt to shift the blame by telling the caller that you were just returning from lunch, instead put effort into solving the concern.

12. Types of Incoming Calls
Calls From Patients
Medical Assistant Role
Make or change appointments as needed
Billing Inquiries
Clarify bill or charges
Assist to set-up payment arrangements if possible
Diagnostic Reports
If information is given be sure to document it in the record
Questions About Medications
Get approval for renewals
Answer questions about medications
Appointments

13. Types of Incoming Calls (cont.)
Calls From Patients
Medical Assistant Role
Reports of Symptoms
Listen carefully & document
Schedule appointment as needed
Progress Reports
Route follow-up calls to the physician
Document call in patient record
Request for Advice
Do not give any medical advice
Complaints
Apologize for any inconveniences
Remain calm & listen then follow through to resolve issue

14. Types of Incoming Calls (cont.)
Emergency Calls
Must be immediately routed to the physician
Includes serious or life threatening conditions such as:
Severe bleeding
Drug Reaction
Injuries
Poisoning
Suicide Attempts
Severe Burns
Loss of Consciousness

15. Types of Incoming Calls (cont.)
Attorneys
Follow office guidelines carefully
Never release any patient information unless the physician authorizes you to do so
Other Physicians
Route calls to the physician
Do not disclose any patient information
Salespeople
Request that information be mailed to you about new products
Pharmaceutical representatives may be seen by the physician

16. Apply Your Knowledge
A medical assistant working in a large surgical medical practice answers the telephone and the caller states “Hi, I’m Dr. X., did Dr. C. perform Mrs. A. W.’s surgery yesterday?” How should the medical assistant respond?

17. Apply Your Knowledge - Answer
A medical assistant working in a large surgical medical practice answers the telephone and the caller states “Hi, I’m Dr. X., did Dr. C. perform Mrs. A. W.’s surgery yesterday?” How should the medical assistant respond?
It would be best for the medical assistant to request that this physician hold to speak with the physician. This could be someone else, and you are not at liberty to disclose any information. You should not even acknowledge whether Patient “A. W.” did or did not have surgery.

18. Using Proper Telephone Etiquette
Your Telephone Voice
Speak directly into the receiver.
Be friendly & convey interest to the caller.
Use non-technical language but never use slang.
Use a normal tone but attempt to vary your pitch.
Pitch is the high and low level of your speech.

19. Using Proper Telephone Etiquette (cont.)
Pronunciation
versus
Enunciation
Enunciation
Pronunciation
Saying words in a clear and understandable manner
Eating, chewing gum, and incorrect placement of the phone decreases enunciation
Saying words correctly
If the name is difficult to pronounce, ask the patient how it is pronounced

20. Making a Good Impression
Project an attitude of helpfulness
Always refer to the caller by name
Thank the caller before hanging up
Courtesy
Giving Undivided
Attention
Give the caller the same level of attention as if he or she were right in front of you
Listen attentively to get accurate information
Putting a Call on Hold
Always allow the caller to state the purpose of the call prior to placing the caller on hold
If you think the wait will be lengthy, offer to call back instead of placing them on hold

21. Making a Good Impression (cont.)
Handling Difficult Situations
If the call is not an emergency, and you are in the middle of an urgent situation, offer to return the call.
Remembering Patient Names
Callers feel important when their names are remembered.
Checking for Understanding
Ask questions to ensure that the caller understands what you have discussed and that you understood them.

22. Making a Good Impression (cont.)
Communicating Feelings
Try to communicate an understanding of the caller’s feelings (empathy.)
Callers tend to have a better perception of the office if empathy is communicated.
Ending the Conversation
Summarize important points.
Thank the caller for calling.
Allow the caller to hang up first.

23. Taking Messages Contents of Telephone Message Pads
Always keep a pen and paper near the telephone, so you are prepared to record the message.
Contents of Telephone Message Pads
TO:____________________________________
Date__________ Time_____________
Message
FROM:_________________________________
Telephone ( )________________extension____
Message Details:
Your Name or initials

24. Taking Messages (cont.)
The Telephone Log
A spiral-bound perforated message book is often used to record messages.
The top copy or original is given to the message recipient, and a copy is kept in the book for future reference.
Ensuring Correct Information
Get the correct spelling of the caller’s name and get date of birth for patients having the same name.
Maintaining Patient Confidentiality
You must maintain confidentiality with written telephone messages and do not repeat any confidential information over the telephone.

25. Apply Your Knowledge Find the missing data on this message form.
Contents of Telephone Message Pads
TO: Dr. “X”
Date Time 0930
Message
FROM: Dr.
Telephone (111) extension
Message Details:
Please call before 2pm today.

26. Apply Your Knowledge - Answer
Find the missing data on this message form.
Contents of Telephone Message Pads
TO: Dr. “X”
Date Time 0930
Message
FROM: Dr.
Telephone (111) extension
Message Details:
Please call before 2pm today.
(Which doctor???)
Name or initials of person
taking the message

27. Telephone Answering Systems
Office telephone systems can vary from a single telephone line to a multi-line system.
One of the medical assistant responsibilities may be to retrieve information from the answering service.
Common equipment and services used in the medical office includes:
Automated voice mail.
Answering machine.
Answering service.

28. Placing Outgoing Calls
Locating Telephone Numbers
Verify accuracy of the number prior to calling
Refer to office directories to locate numbers
Use directory assistance by dialing (1-800-area code ) as a last option since a fee is charged for this service
Applying Your Telephone Skills
Arranging Conference Calls
Plan
Allow at least one minute or 8 rings
Identify yourself & ask if time is good for person
Medical Assistants may need to schedule calls between several people
Remember the different time zones
Suggest several time slots as options

29. Learning The Triage Process
Telephone Triage
Telephone triage is used as a process of deciding what action to take.
Learning The Triage Process
Telephone staff are given guidelines to handle common conditions
Telephone staff must determine if caller requires additional care
Telephone staff cannot diagnose or treat a patient’s problem
Specific information is obtained such as name, age, symptoms, anxiety, etc.

30. Telephone Triage (cont.)
Level of Severity
Categorizing The Problem
Manage by telephone
Manage in office
Send patient to emergency care facility
Advise patients that the recommendations are based on the symptoms they described and are not a diagnosis.

31. Telephone Triage (cont.)
Taking Action
Telephone triage staff use the guidelines to determine the course of action needed based on patient symptoms.
Telephone situations must be handled correctly to protect the health and safety of the patient.

32. Apply Your Knowledge
The medical assistant has been informed that the office physician and the consulting physician must speak with the daughter of an unresponsive patient recently diagnosed with a terminal condition. The daughter resides out-of-town. What would you do in this situation?

33. Apply Your Knowledge - Answer
The medical assistant has been informed that the office physician and the consulting physician must speak with the daughter of an unresponsive patient recently diagnosed with a terminal condition. The daughter resides out-of-town. What would you do in this situation?
This situation requires that three parties be able to communicate at the same time to each other. Setting up a conference call would be most plausible.

34. End of Chapter
End of Chapter