1. Telephone Techniques Chapter 11 Medical Assisting
PowerPoint® presentation to accompany:
Medical Assisting
Third Edition
Booth, Whicker, Wyman, Pugh, Thompson

2. Learning Outcomes 11.1 Explain the importance of communication skills.
11.2 Explain how to manage incoming telephone calls.
11.3 Describe how the Health Insurance Portability and Accountability Act (HIPAA) applies to telephone communications.
11.4 Describe the procedure for calling a new prescription or prescription renewal into a pharmacy.

3. Learning Outcomes (cont.)
11.5 Compare the types of calls the medical assistant handles with those the physician or other staff members handle.
11.6 Describe how to handle various types of incoming calls from patients and from others.
11.7 Discuss the importance of proper telephone etiquette.
11.8 Describe the procedures for taking telephone messages.

4. Learning Outcomes (cont.)
Explain how to retrieve calls from an answering service.
11.10 Describe the procedures for placing outgoing calls.
11.11 Explain the function of telephone triage in the medical office.
11.12 Explain the uses of a facsimile machine in a medical office.

5. Introduction
Telephone calls must be professionally and effectively handled
Telephone etiquette
Common courtesy
Proper pronunciation, tone, and enunciation
How to handle difficult situations and complaints
How to document messages

6. Using the Telephone Effectively
The medical assistant may be the first contact a patient has
Ensure that you leave a positive impression
Show concern
Sound professional and knowledgeable
Proper telephone management
Keeps patients informed
Ensures patient satisfaction

7. Using the Telephone Effectively (cont.)
Good telephone techniques leave the patient with a positive impression of
You
The physician
The practice 
Good telephone management shows that the staff is
Poor telephone management results in
Caring
Attentive
Helpful
Bad feelings
Misunderstanding
Unfavorable impressions

8. Apply Your Knowledge Good Job!
What two things does proper telephone management do?
ANSWER: Proper telephone management keeps patients informed and ensures patient satisfaction.
Good Job!

9. Communication Skills Using tact and sensitivity Showing empathy
Giving respect
Being genuine

10. Communication Skills (cont.)
Displaying openness and friendliness
Refraining from passing judgment or stereotyping
Being supportive
Asking for clarification and feedback

11. Communication Skills (cont.)
Paraphrasing to ensure understanding
Being receptive to the patient’s needs
Knowing when to speak and when to listen
Being willing to consider other viewpoints

12. Communication Skills (cont.)
Complete
Concise
Clear
The 5 Cs of
Communication
Cohesive
Courteous

13. Certainly! Apply Your Knowledge
What are the 5 Cs of communication and what does each mean?
ANSWER: The 5 Cs of communication are:
Completeness – the message must contain all needed information
Clarity – it should be legible and free from ambiguity
Conciseness – it should be brief and direct
Courtesy – it should be respectful and considerate
Cohesiveness – it should be organized and logical
Certainly!

14. Managing Incoming Calls: Guidelines
Answer calls promptly
Be able to take a message
Greet the caller with the medical office name and your name
Identify the caller and demonstrate a willingness to assist him or her
If the caller does not give his or her name, ask for it

15. Managing Incoming Calls: Guidelines (cont.)
Be courteous, calm, and pleasant
Identify the nature of the call
Use the caller’s name when saying goodbye at the end of the call
Comply with HIPAA guidelines for confidentiality of patient information

16. Managing Incoming Calls: Screening Calls
Tips
Find out who is calling
Ask what the call is in reference to
Helps to determine who can handle the call
Decide whether to put the call through
Do not put through callers who refuse to identify themselves
Determine what to do if the call is personal

17. Managing Incoming Calls: Routing Calls
Follow the office policy to determine calls that should be
Put through immediately
Returned returned later
Handled by another staff member other than the physician
Generally, three types of calls are received in the office:
1) Administrative Issues
2) Emergency Calls
3) Clinical Issues

18. Managing Incoming Calls: Routing Calls (cont.)
Calls handled by the medical assistant
Appointments
Billing inquiries
Insurance questions
Diagnostic reports (lab and x-ray)
General administrative questions
Reports from hospitals and patients
Referral requests
Prescription renewals (if previously approved by the physician)
Patient complaints regarding administrative issues

19. 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.

20. Apply Your Knowledge Very Good!
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 says, “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?
ANSWER: The medical assistant should remain calm, allow the caller to express his or her concerns, apologize for any inconvenience, and inform the caller that you would like to help. The MA should not attempt to shift the blame by telling the caller that he or she was just returning from lunch and instead should put effort into assisting the caller.
Very Good!

21. Types of Incoming Calls
Calls from Patients
Medical Assistant Role
Appointments
Make or change appointments
Billing Inquiries
Clarify bill or charges
Help set up payment arrangements if possible
Diagnostic Reports
Document what information is given to the patient
Questions about Medications
Get approval for renewals
Answer questions about medications

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

23. Types of Incoming Calls:
Emergency
Calls
Must be routed to the physician immediately
Includes serious or life-threatening conditions such as
Severe bleeding
Drug reaction
Injuries
Poisoning
Suicide attempts
Severe burns
Loss of consciousness
911

24. Types of Incoming Calls (cont.)
Never use office phone for personal calls
Limit cell phone use to essential calls only
HIPAA and confidentiality apply to telephone calls
Attorneys
Follow office guidelines carefully
Never release any patient information unless the physician authorizes you to do so

25. Types of Incoming Calls (cont.)
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

26. Excellent! Apply Your Knowledge
A medical assistant working in a large medical/surgical practice answers the telephone. The caller states “Hi, I’m Dr. X., did Dr. C. perform Mrs. A. W.’s surgery yesterday?” How should the medical assistant respond?
ANSWER: The medical assistant should request that Dr. X hold to speak with the physician. You may not disclose any information concerning a patient, including whether or not patient A.W had surgery, even to a physician. In addition, this may not really be Dr. X.
Excellent!

27. Using Proper Telephone Etiquette
Customer service is critical
Use your telephone voice
Speak directly into the receiver
Be friendly; convey interest and respect
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
Make the caller feel important!

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

29. Telephone Etiquette: Making a Good Impression
Project an attitude of helpfulness
Always refer to the caller by name
Thank the caller before hanging up
Exhibiting courtesy
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
Giving undivided
attention
Putting a call on hold
Always allow the caller to state the purpose of the call prior to placing the caller on hold
If the wait will be lengthy, offer to call back instead of placing the caller on hold
Return to the caller at 2-minute intervals

30. Telephone Etiquette: Making a Good Impression
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
Using the caller’s name during a conversation makes the caller feel important
Checking for understanding
Ask questions to ensure that the caller understands what you have discussed and that you understood the caller.

31. Telephone Etiquette: Making a Good Impression
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 (use the caller’s name)
Allow the caller to hang up first

32. Apply Your Knowledge Super Answer!
What should you do when you have to place a caller on hold?
ANSWER: When a caller has to be placed on hold, first ask the purpose of the call. Then tell the caller why you need to place him or her on hold and how long the wait will be. Check with the caller at frequent (2-minute) intervals. Offer to call back if the wait will be lengthy.
Super Answer!

33. Taking Messages Documenting calls
Protects the physician against legal action
Document in the patient record
Clinical issues
Referrals
Messages must be accurate and legible

34. Taking Messages (cont.)
Always keep a pen and paper near the telephone so you are prepared to record the message.
TO:____________________________________________
Date_________________ Time______________
Message
FROM:_________________________________________
Telephone ( )__________________extension________
Message Details:
Your name or initials
Contents of a Telephone Message Pad

35. Taking Messages: Telephone Logs
Manual
Spiral-bound, perforated message book
Top copy or original is given to the message recipient and a copy is kept in the book
Electronic
Message is keyed in as it is received
Copy can be saved, printed out, or ed

36. Taking Messages: Tips Keep pen/pencil on hand
Take notes as information is given
Verify spelling
Verify callback number
Do not make a commitment on behalf of someone else

37. Taking Messages (cont.)
Ensuring correct information
Get the correct spelling of the caller’s name
If you have to pull the patient record, ask for date of birth
Repeat key points for verification
Maintaining patient confidentiality
Do not repeat any confidential information over the telephone
Maintain confidentiality with written messages
Message

38. Apply Your Knowledge Right! ANSWER:F
ANSWER:
Date of birth
Answer True or False to the following:
___ Documenting calls can protect against legal actions.
___ Confidentiality is just as important when making telephone calls as in written communication.
___ You should ask for the patient’s SSN if you have to pull his/her record.
___ You should repeat key points to verify information.

39. Telephone Answering Systems
Single telephone or complex multiline systems
Common equipment and services used in the medical office
Automated voice mail
Answering machine
Answering service

40. Telephone Answering Systems (cont.)
Retrieving messages from answering service
Set a regular schedule and call at scheduled times
Identify yourself and the practice name
Write down all pertinent information on telephone log
Repeat the information to verify
Route messages per office policy

41. CORRECT! Apply Your Knowledge
What steps should you take to retrieve messages from an answering service?
ANSWER: To retrieve messages from an answering service you should
Set a regular schedule and call at scheduled times
Identify yourself and the practice name
Write down all pertinent information on telephone log
Repeat the information to verify
Route messages per office policy
CORRECT!

42. Placing Outgoing Calls
Locating telephone numbers
Patient record
Office file of commonly used numbers
Telephone directory, directory assistance, or the Internet
A fee is charged for directory assistance

43. Placing Outgoing Calls (cont.)
Applying your telephone skills
Plan before you call
Double-check the phone number
Allow time for the person to answer
Identify yourself
Ask if the time is convenient
Be ready to speak when the person answers
Be sure the person has paper and pencil if you are giving information

44. Placing Outgoing Calls (cont.)
Arranging conference calls
Calls between several people at different locations
Remember the different time zones
Suggest several time slots as options

45. r Apply Your Knowledge PERFECT!
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?
ANSWER: 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.
PERFECT! r

46. 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 whether caller requires additional care
Telephone staff cannot diagnose or treat
Specific information must be obtained, such as name, age, symptoms, and anxiety

47. Telephone Triage (cont.)
Level of Severity
Categorizing the Problem
Manage by telephone
Manage in office
Send patient to emergency care facility
Advise the caller that the recommendations are based on the symptoms and are not a diagnosis
Have the caller repeat instructions you give
Instruct the patient to call back if symptoms worsen
Document critical elements of the conversation

48. Telephone Triage (cont.)
Taking Action
Clinical triage – based on office guidelines
Determine extent of problem (Is this an emergency?)
Decide on appropriate action
Telephone situations must be handled correctly to protect the health and safety of the patient.

49. Apply Your Knowledge Great!
What is telephone triage and what does it entail?
ANSWER: Telephone triage is a process used to decide what action to take when a patient calls the office with a clinical problem. Telephone staff use office guidelines to determine a course of action based on the of the level of severity of the problem.
Great!

50. Telecommunications and Faxes
Automated telephone system
Recorded voice identifies department or services
Numbered choices
Facsimile (fax) machines
HIPAA guidelines must be followed for patient confidentiality
Fax machine should be located in secure location

51. Impressive! Apply Your Knowledge
As you escort Mr. James to the exam room, you notice that a repairman is looking at a document on the fax machine. What should you do?
ANSWER: You should ask Mr. James to wait where he is and excuse yourself to deal with the repairman. Tactfully tell the repairman that he should not be reading the information on the fax machine. You should also suggest to the office manager that the fax machine be moved to a less accessible location.
Impressive!

52. In Summary Communication Reflect Tool Professionalism Documentation
Telephone
Etiquette
Confidentiality
Telephone
Triage

53. When people talk, listen completely. Most people never listen.
End of Chapter 11
When people talk, listen completely. Most people never listen.
~ Ernest Hemmingway