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CHAPTER 13 Telephone Techniques 13-2 Learning Outcomes (cont.) 13.1 Explain the purpose of the telecommunications equipment commonly found in the medical.

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Presentation on theme: "CHAPTER 13 Telephone Techniques 13-2 Learning Outcomes (cont.) 13.1 Explain the purpose of the telecommunications equipment commonly found in the medical."— Presentation transcript:


2 CHAPTER 13 Telephone Techniques

3 13-2 Learning Outcomes (cont.) 13.1 Explain the purpose of the telecommunications equipment commonly found in the medical office. 13.2 Relate the five Cs of effective communication to telephone communication skills. 13.3. Define the following terms involved in making a good impression on the telephone: telephone etiquette, pitch, pronunciation, enunciation, and tone

4 13-3 Learning Outcomes (cont.) 13.4 Describe how to appropriately handle the different types of calls coming into the medical practice. 13.5 Summarize the purpose of the office routing list in regards to call screening. 13.6Carry out the procedure for taking a complete telephone message. 13.7 Outline the preparation required prior to making outgoing calls and the skills used in making the phone call.

5 13-4 Introduction Telecommunications –Telephone Etiquette Routing calls Triaging calls Messages –Other communication devices

6 13-5 Telecommunications Equipment Telephone system Multi-line telephones Automated voice response unit –Answer calls –Make reminder calls –Patient surveys

7 13-6 Telecommunications Equipment (cont.) Voicemail Answering machine Answering service

8 13-7 Cell Phones – Personal and Business Use Personal use –Be considerate of others –Office policy Business use

9 13-8 Pagers (Beepers) Technology Calling a pager Interactive pagers –Two-way communication –Traditional page capabilities also

10 13-9 Patient courtesy phone Block long distance Keeps business lines free Limit time

11 13-10 Telecommunication Devices for the Deaf Specially designed telephone Message is typed and relayed to –Another TDD –Telecommunications relay service (TRS)

12 13-11 A personal emergency call has been received for the physician, who is currently not in the office. Which device or service would the medical assistant use to contact the physician? Apply Your Knowledge ANSWER: The medical assistant may call the physician on his cell phone or use a pager or interactive pager to contact a physician who is out of the office. Hello! Right Answer!!!!

13 13-12 Effective Telephone Communication Present a positive image Convey a caring, attentive and helpful image Professional and knowledgeable

14 13-13 Communication Skills Using tact and sensitivity Showing empathy Giving respect Being genuine Being open and friendly Not passing judgment or stereotyping other

15 13-14 Communication Skills (cont.) Being supportive Asking for clarification and feedback Paraphrasing to ensure understanding Being receptive to the patient’s needs Knowing when to speak and when to listen Considers other viewpoints

16 13-15 Communication Skills (cont.)

17 13-16 Guidelines for Using the Telephone Effectively Answer promptly Hold the mouthpiece about an inch away from your mouth Leave one hand free to write with Give the practice name and your name Acknowledge the caller, be willing to assist

18 13-17 Guidelines for Using the Telephone Effectively Always be courteous, calm, and pleasant Identify the nature of the call, devote full attention to the caller Allow caller to hang up first; say goodbye and use the caller’s name Comply with HIPAA guidelines

19 13-18 Apply Your Knowledge What should effective telephone communication convey? ANSWER: It should convey :  A positive, professional image of the medical practice  That the staff is caring, attentive, and helpful  That the staff is knowledgeable

20 13-19 Telephone Etiquette Your telephone voice –Speak directly into the receiver –Smile –Visualize the caller –Be friendly, respectful, helpful, and alert

21 13-20 Telephone Etiquette Your telephone voice –Use non-technical language –Use a normal tone, but attempt to vary your pitch –Make the caller feel important

22 13-21 Your Telephone Voice  Saying words correctly Pronunciation  Clear and distinct speaking EnunciationTone  Positive and respectful

23 13-22 Making a Good Impression Exhibiting courtesy Giving undivided attention Putting a call on hold –Ask the purpose –Ask permission –Offer to call back –Return to caller frequently

24 13-23 Making a Good Impression (cont.) Returning calls Remembering patient names Checking for understanding

25 13-24 Communicating feelings – empathy Ending the conversation –Summarize important points –Thank the caller for calling –Allow the caller to hang up first Making a Good Impression (cont.)

26 13-25 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 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.

27 13-26 From PatientsMedical Assistant Role AppointmentsMake or change appointments Billing InquiriesClarify 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 Types of Incoming Calls

28 13-27 Types of Incoming Calls (cont.) From PatientsMedical Assistant Role Reports of SymptomsListen carefully and document Schedule appointment as needed Progress ReportsRoute follow-up calls to the physician Document call in patient record Requests for AdviceDo not give any medical advice ComplaintsRemain calm and listen carefully Apologize for any inconveniences Follow through to resolve issue

29 13-28 Types of Incoming Calls (cont.) Attorneys Other physicians Salespeople Conference calls

30 13-29 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.

31 13-30 Managing Incoming Calls Screening calls –Find out who is calling –Ask the purpose of the call –Decide how the call should be put through –Determine what to do if it is personal

32 13-31 Routing Calls Calls requiring the physician’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

33 13-32 Routing Calls (cont.) Calls handled by the medical assistant –Appointments –Billing inquiries –Insurance questions –Diagnostic reports –General administrative questions The Routing List –Reports from hospitals and patients –Referral requests –Prescription –Patient complaints

34 13-33 Telephone Triage Learn the Triage Process –Proper training –Guidelines for Common questions or conditions Obtaining information

35 13-34 Telephone Triage Categorize problems –Guidelines help determine severity Advice over phone Come to office Go to an emergency room Provide patient education –Recommendations based on symptoms –Document

36 13-35 Apply Your Knowledge What is the purpose for a routing list? ANSWER: It enables the person answering the telephone to direct the caller to the correct person. Great!

37 13-36 Taking Complete and Accurate Phone Messages Documenting calls –Protects the physician against legal action –Document in the patient record Clinical issues Referrals –Messages must be accurate and legible

38 13-37 Documenting Calls Telephone message pad –Date and time of call –Who it is for –Caller’s name and telephone number –Action –Message –Your name or initials

39 13-38 Documenting Calls (cont.) Telephone call logs –Manual –Electronic Accurate messages –Have pen and paper available –Take notes as the information is given –Verify information and callback number –Patient DOB –Never make a commitment for the physician

40 13-39 Taking Messages (cont.) Maintaining patient confidentiality –Do not repeat any confidential information over the telephone –Maintain confidentiality with written messages

41 13-40 Apply Your Knowledge 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. Date of birth Right! T F T T

42 13-41 Placing Outgoing Calls Locating telephone numbers –Patient record –Office file of commonly used numbers –Telephone directory, directory assistance, or the Internet Area codes

43 13-42 Placing Outgoing Calls (cont.) Applying your telephone skills –Plan before you call –Double-check the number –Allow time for the person to answer –Identify yourself

44 13-43 Placing Outgoing Calls (cont.) Applying your telephone skills –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

45 13-44 Placing Outgoing Calls (cont.) Reaching voicemail or answering machine –Leave only enough information for the patient to callback –Comply with HIPAA law

46 13-45 Placing Outgoing Calls (cont.) Retrieving messages from answering system or service –Set a regular schedule and call at scheduled times –Verify the information Arranging conference calls –Remember the different time zones –Suggest several time slots as options

47 13-46 Apply Your Knowledge What do you need to do to make an outgoing call? ANSWER:  Plan – have all information available before dialing  Double-check the phone number  Allow adequate 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 rr

48 13-47 In Summary 13.1Telecommunications equipment found in the medical office includes: multi-line phone for incoming and outgoing calls; automated voice response unit to route calls automatically to the correct person or department; answering machine or answering service to pick up calls and messages; and cell phones and/or beepers to reach medical staff when they are not in the office. Additionally, a patient courtesy phone and/or a TDD may be found in the office.

49 13-48 In Summary (cont.) 13.2The five Cs of effective communication are important in all types of communication and the telephone is no exception. All forms of communication are more easily understood using these principles. 13.3 Telephone etiquette means to handle all calls professionally and politely using good manners. Pitch is the high or low level of your voice, projecting interest in what you are saying. Pronunciation is saying words correctly and enunciation is saying them clearly. Tone projects how you are feeling; in the office, your tone should always be positive and respectful.

50 13-49 In Summary (cont.) 13.4 The medical assistant may receive calls from patients, attorneys, and others. Always refer to the office policies and procedures manual regarding how to handle incoming calls appropriately. Remember, always be courteous to the caller.

51 13-50 In Summary (cont.) 13.5 Screening calls categorizes the importance of the call in regards to how quickly the patient’s problem or question needs to be handled. The routing list is a guideline for the entire staff to recognize which types of calls should go to each member of the medical staff, following office protocol as to the duties and scope of practice for each team member.

52 13-51 In Summary (cont.) 13.6In addition to complete information from the caller regarding what the call is about, each complete telephone message should contain the following information: date and time of the call; name of the person for whom the message was taken; the caller’s name and name of the patient (if different from the caller); the caller’s telephone number with area code; a description or action to be taken; a complete and concise message; and the name or initials of the person taking the message.

53 13-52 In Summary (cont.) 13.7Prior to placing an outgoing call, be sure to have all necessary information in front of you, including the name of the person to be reached and the correct phone number. Dial the number carefully, identifying yourself when the phone is answered, asking for the person you need to reach. As always, use the five Cs of communication to complete the exchange.

54 13-53 When people talk, listen completely. Most people never listen. ~ Ernest Hemmingway End of Chapter 13

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