1. Chapter 6
Telephone Procedures

2. Objectives
Review the learning and performance objectives for this chapter
By the end of this chapter, demonstrate the procedures in the textbook and the job skills in the workbook

3. Heart of the Health Care Professional
Service
The telephone becomes a lifeline to a patient calling in distress.

4. Communication by Telephone
Public relations
Good listening habits
Ability to interact verbally
Cheerful, calm, courteous
Friendly, efficient

5. Telephone Equipment Touch-Tone Telephone Cellular Pager 12-Button
Wireless headset
Cellular
Not Secure
Pager
When a ringing phone is inappropriate

6. Telephone Services Speed dialing Redialing Call forwarding
Call waiting
Caller ID
Speakerphone
Remember patient privacy

7. Telephone Services Automated attendant
Route calls to appropriate personnel
Option to talk to live person

8. Telephone Services Voice mail Voice mail guidelines
Leaving a voice mail message
Confidentiality
Review procedure 6-1

9. Telephone Services Answering service Answering machine
Used when office is closed
Taking messages
Review procedure 6-2
Answering machine
Less personal
Programmable

10. Telephone Policies and Procedures
Telephone guidelines
Answer incoming calls
Review Procedure 6-3
Place outgoing calls
Review Procedure 6-4

11. Telephone Policies and Procedures
Telephone screening and triage
Gather information
Prioritize
See Tables 6-1 and 6-2

12. Telephone Policies and Procedures
View the following video scenario, and discuss the things the medical assistant does wrong
Scene - The Wrong Way to Screen a Call

13. Telephone Policies and Procedures
Now, view this video scenario, which shows proper screening techniques
Scene - Telephone Screening and Triage

14. Telephone Policies and Procedures
Policies in patient information booklet
Office hours
Emergency numbers

15. Telephone Policies and Procedures
Policies in office procedure manual
Urgent and emergent telephone calls
Establish protocols
Identify and manage emergency calls
Procedure 6-5

16. Telephone Policies and Procedures
Responses to typical telephone calls
See Examples 6-3 Through 6-14
Caller who fails to identify him/herself
Referral inquiries
Insurance queries
Prescription calls
Caller who will not terminate conversation

17. Telephone Policies and Procedures
Responses to typical telephone calls
Angry caller concerned about a bill or delinquent account
Review Procedure 6-6
Inquiries from outsiders about patients
When the physician is not in the office
When another physician calls

18. Telephone Policies and Procedures
Responses to typical telephone calls
When the physician is busy
Verifying a statement made by the caller
Obscene or crank calls
Complaints
Personal calls

19. Telephone Policies and Procedures
Waiting on line
Ask permission to put on hold
See Example 6-15
Callbacks
Designate a time to call back
Patients appreciate knowing what time to expect a call back

20. Receiving Telephone Calls and Messages
Telephone message slips
Get correct information
Date and time
Caller’s name and callback number
Medical record number and/or date of birth
Reason for call
Action taken

21. Receiving Telephone Calls and Messages
Document all incoming calls
Record in the medical record

22. Receiving Telephone Calls and Messages

23. Receiving Telephone Calls and Messages
Telephone logs
Permanent, chronological
Record of all calls
Medicolegal importance

24. Special Telephone Calls
Long distance
Toll calls
Conference calls
International communications

25. Telephone Reference Aids
List of frequently called numbers
Callback list
Patients physician calls on a regular basis:
Surgery
New medication
Personal crisis

26. Stop and Think Respond to a personal call from a friend
Review the scenario
How would you respond to the friend?
Compose a personal response

27. Stop and Think Evaluate telephone equipment Review the Scenario
What information would you gather for the office manager prior to purchasing new telephone equipment?
Determine questions that need answering in order to gather data

28. Stop and Think Compose outgoing voice mail message Review the scenario
Write a script for the message and be prepared to read it

29. Stop and Think Construct questions for telephone triage
Review the scenario
Determine questions to ask so the physician can evaluate problem and provide advice to the patient