Presentation is loading. Please wait.

Presentation is loading. Please wait.

Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Chapter 9 Telephone Techniques TEACH Lesson Plan Manual for Kinns The Medical.

Similar presentations


Presentation on theme: "Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Chapter 9 Telephone Techniques TEACH Lesson Plan Manual for Kinns The Medical."— Presentation transcript:

1 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Chapter 9 Telephone Techniques TEACH Lesson Plan Manual for Kinns The Medical Assistant: An Applied Learning Approach 12 th edition 1

2 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Telephone Use in the Medical Office 1. Define, spell, and pronounce the terms listed in the vocabulary. 2. Determine and discuss the source of incoming and outgoing calls to a physicians office. 3. Describe how to develop a pleasing telephone voice. 5. Explain why courtesy is so important when speaking on the telephone. 4. Demonstrate the correct way to hold a telephone handset. 2 Lesson 9.1

3 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Telephone Use in the Medical Office 6. Demonstrate the correct way to answer the telephone in the office. 7. Discuss different ways to handle callers who want to speak to the physician. 8. List the seven elements of a correctly handled telephone message. 9. Demonstrate the correct way to record a message accurately and take a request for action. 10. Demonstrate the most efficient way to call in a prescription or a prescription refill to a pharmacy. 3 Lesson 9.1

4 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Introduction Sources of most calls Established patients New patients Reports of treatment results or emergencies Physician referrals Laboratory results Pharmacies and patients for prescription refills 4

5 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Active Listening 5

6 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Pleasing Telephone Voice Use proper enunciation, diction, pitch, and clarity Use pleasant inflection with friendly, warm tone Use courtesy and tact Avoid medical jargon and use correct grammar 6

7 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Telephone Handset Handset mouthpiece should be 1 inch from lips and directly in front of teeth Speak directly into mouthpiece of headset, same distance as handset 7

8 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Maintaining Confidentiality All communications are confidential Use discretion when mentioning names, symptoms, or other information Never use speaker phone 8

9 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Thinking Ahead Before a call, have all necessary information ready Have pen and pad ready to take notes Write down list of questions or goals for conversation List of frequently called numbers saves time 9

10 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Answering Promptly Answer quickly and always by third ring With multiple lines, place first call on hold long enough to ask second caller to hold If emergency, let others on hold know they may have to wait or be called back Do not multitask while on a phone call 10

11 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Identifying the Facility Identify facility first Say your name Choose a greeting and practice saying it 11

12 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Identifying the Caller If caller does not identify self, ask who is calling Write name down immediately Try to use callers name at least three times during conversation Handle callers who will not identify selves according to office policy 12

13 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Screening Incoming Calls Learn physician's preferences for receiving calls or returning later Explain that physician will return calls as soon as possible Provide approximate time frame for when caller can expect to hear back Ask for phone number of caller Record messages accurately and document calls 13

14 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Minimizing Wait Time Keep callers on hold as short a time as possible Once per minute, check back in with patient holding for physician Offer to have call returned, rather than wait on hold Always thank caller for waiting 14

15 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Transferring a Call Ask permission when placing caller on hold and to transfer calls Identify caller to person receiving transferred call If unavailable, ask caller if he or she would prefer to leave a voice mail or take a message Know how to direct calls to appropriate staff member 15

16 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Taking a Telephone Message Use message pad or computer system to record the following: Name of call recipient Name of caller All contact numbers for caller Reason for call Action to be taken Date and time of call Initials of person taking call 16

17 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Taking Action on Messages Message procedure incomplete until necessary action is taken Add notation to carry over to next day, if necessary Note patients attitudes if significant, to help physician when returning call 17

18 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Ending a Call End calls promptly Thank caller, close conversation with a form of goodbye Allow caller to hang up first 18

19 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Retaining Records of Telephone Messages Office should have policy on retention of message records Electronic systems should send directly to medical record Keep handwritten message pads for period of statute of limitations 19

20 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Directions Clear set of directions written out to read to caller, if requested Prepare directions from various points in the area Place map on office Web site for patients to print Do not refer to Internet mapping site 20

21 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Inquiries about Bills If patient calls with billing question, obtain ledger from computer or files If routine, ask if you can help answer the question Arrange payment plan and note call in medical record Refer to billing office if necessary 21

22 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Inquiries about Fees Give estimates of fees before patient sees physician Follow estimates by stating that fees vary depending on patients condition and tests ordered Have schedule of fees available 22

23 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Participating Provider Patients call to inquire if physician is a participating provider with their insurance plan or managed care organization Keep updated list of valid plans by phone 23

24 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Requests for Assistance with Insurance Medical facility typically files insurance claims Patients may call to require about claim status Answer inquiries patiently and provide help 24

25 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Radiology and Laboratory Reports Urgent reports may be faxed, telephoned, or ed to physicians office Relay reports to physician If marked STAT, physician wants results immediately 25

26 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Satisfactory Progress Reports Physician may ask patient to report on condition a few days after visit Take calls and relay information to physician if report is satisfactory Immediately inform physician if report is unsatisfactory 26

27 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Routine Reports from Hospitals Hospitals and other sources may call to report a patients progress Take message carefully and give to physician 27

28 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Office Administration Matters Calls may not refer to patients Accountant, auditor, office suppliers, office maintenance, etc. Handle calls or refer to appropriate person 28

29 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Requests for Referrals May be handled without consulting physician, if a list of referral practitioners is provided If insurance plan requires a written referral, physician must handle Most physicians require office visit to discuss referral Then call referral physician and notify of referral Document all referrals in medical record 29

30 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Prescription Refills Pharmacies call to obtain approval for patients refill Any refills should be authorized only with physician's approval Check with physician and call back Some medications require written prescription 30

31 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Patients Refusing to Discuss Symptoms Some patients may insist on only discussing symptoms with physician over phone If patient refuses, suggest he or she make appointment to discuss in person with physician 31

32 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Unsatisfactory Progress Reports Do not give medical advice to patients Make detailed notes about patients unsatisfactory progress Present notes to physician Follow up with patient with physicians instructions 32

33 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Requests for Test Results Patients call for test results Physician must see results and give permission to share results with patient Only provide abnormal test results if authorized, and give further instructions Refer any questions to physician 33

34 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Requests for Test Results, contd Schedule appointment with physician for serious abnormal results These types of results best relayed in person Identify patient properly before giving results Patient must give written permission before any information may be given to third-party callers 34

35 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Complaints about Care or Fees Explain charges by reviewing bill with patient If patient is angry, offer to pull chart, research problem, and discuss with physician Reassure patient you want to help 35

36 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Personal Calls Personal calls to physician Handle according to physicians instructions and be tactful Personal calls to staff Only take personal calls in case of emergency 36

37 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Specialty Calls, Telephone Services, and Equipment 12. Explain how angry callers might be handled. 11. Discuss how the medical assistant should handle callers who have a complaint. 13. List several questions to ask when handling an emergency call. 14. Discuss several useful sections of the introductory pages of the phone directory. 37 Lesson 9.2

38 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Angry Callers Take required action Acknowledge importance of call and reassure caller of your assistance Lower tone of voice and volume to encourage calm manner Avoid getting angry and try to get to root of real problem Express interest, take careful notes, and follow through 38

39 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Aggressive Callers Insist they receive whatever action they feel necessary immediately Treat them with calm, poised attitude Do not let aggression force you to take inappropriate action Explain when caller can expect a response from office Follow up that appropriate action was taken 39

40 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Unauthorized Inquiry and Sales Calls Callers requesting information to which they are not entitled should be politely denied Keep sales calls quick Know which companies and reps office works with 40

41 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Physician Shopping Prospective patients call seeking information about medical office May want to know physicians background before selecting the office Be polite and answer questions respectfully 41

42 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Complaints Find source of problem and present options to caller for resolution Treat callers in same way you would wish to be treated Complaint may seem small to you, but is paramount to patient Good customer service remedies many complaints 42

43 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Callers with Difficulty Communicating If callers are not primarily English speakers, they may be difficult to understand Use listening skills to understand Ask questions to be sure you understand 43

44 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Emergency Calls Require good judgment from person answering calls Know what constitutes a real emergency and how to handle it Never hang up on emergency until help arrives Urgent calls require prompt attention but are not life-threatening Policies and procedures manual should dictate what to do 44

45 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Emergency Calls, contd Emergency calls may need to be transferred to physician if possible Written plan of action in case physician is not available to handle call Develop typical questions to ask caller to determine nature of emergency 45

46 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Screening Guidelines One person may be designated to screen calls Written telephone protocol should dictate how to handle urgent and emergency situations Emergencies should be transferred to physician 46

47 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Obtaining Information for Physician Duration of symptoms Remedies tried at home Specifics about symptoms 47

48 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Typical Outgoing Calls Most are responses to incoming calls Plan outgoing calls in advance Organizing calls increases efficiency 48

49 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Voice Mail Around-the-clock method to receive patient messages Answer voice mails messages promptly 49

50 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Answering Services Provide an operator to answer calls when office is closed May also answer when office is open, but staff cannot answer a call Check in with answering service each evening and morning 50

51 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Automatic Routing and Call Forwarding Automatic call routing has automated message with list of options to route calls Call forwarding allows user to forward calls to another number to prevent missing important calls while away 51

52 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Caller ID and Blocking Caller ID allows user to see who is calling before picking up Caller ID blocking blocks calls from unknown numbers 52

53 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Fax Machines Allow user to send and receive copies of printed documents over telephone lines Protect confidentiality by using cover sheets and alerting recipient fax is coming 53

54 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Headsets Keep hands free while talking on phone Many are lightweight and made for mobility 54

55 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Long-Distance and Special Services Efficient way to get information quickly Directory assistance can provide numbers Internet searches are a free way to obtain numbers Consider the different time zones before placing calls 55

56 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. International Service International Direct Distance Dialing (IDDD) International code 011 Country code City code Local telephone number The pound sign (#) button if the telephone is touchtone 56

57 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Conference Calls Connect numerous points for a conference Each person can hear or talk to all others participating Set up by a normal long distance operator or through conference call services Schedule a call by relaying pertinent information about time, date, and the individuals included 57

58 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Operator-Assisted Calls and Services Person to person Billing to a third party Collect calls Requests for time and charges Certain calls placed from hotels Credit for wrong numbers Conference calls Some international calls 58

59 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Number and Placement of Telephones Know how to use multiple-line systems Place phones where accessible but private Courtesy phone for patients to use upon request 59

60 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Using a Telephone Directory Primary purpose is to provide lists of those who have telephones, their telephone numbers, and in most cases their addresses Aid in checking spelling of names and in locating certain businesses Introductory pages Alphabetic pages (white pages) Yellow pages 60

61 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Personal Phone Directory Include all numbers frequently called Emergency numbers might be typed on a colored card or flagged with a colored tab 61

62 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Identifying Community Resources Keep a list of community resources that might be of assistance to patients Information can be found in first few sections of telephone book 62

63 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Patient Education Recordings that offer health information can play while patients wait on hold Messages about special events can be announced Phone directories can offer listings of health information 63

64 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Legal and Ethical Issues Take care that no one overhears sensitive information while on the phone Do not place or receive personal phone calls during work hours Telephone and message records may be brought into court as evidence Make sure all messages are complete and legible 64

65 Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Questions? 65


Download ppt "Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Chapter 9 Telephone Techniques TEACH Lesson Plan Manual for Kinns The Medical."

Similar presentations


Ads by Google