1. Medical Telephone Techniques

2. Guidelines for Answering Phones
Answer the call after the first ring is possible. Be sure to answer by the fourth ring
Do not answer the phone in a rushed or hasty manner
Give a courteous greeting. Give your name, title and department.
Example: Goodmorning, Memorial Regional Labor and Delivery, this is Danielle Kriminger, how may I help you?

3. Guidelines Cont. Taking a message
Write the caller’s name and phone #, be sure to include area code and extension
The date and time
The entire accurate message
Be sure to repeat the message back to the caller to verify accuracy including any phone #’s

4. More Guidelines If it is necessary to place on hold
Ask the caller to “please hold”
Do not put emergency calls on hold
Do not lay phone down or cover receiver with your hand when not speaking to the caller
Return to a caller on hold within 30 seconds, if longer needed ask them if they can wait longer or want the call returned

5. Privacy Do not give confidential information to any caller
HIPPA protects a patients privacy – all patient, resident and employee information is personal and should be treated confidentially

6. Transfer as needed If appropriate transfer a call
Tell the caller you are going to transfer them
Give them the name of the department if appropriate
Give them the phone number in case they are accidentally disconnected or the extension is busy

7. Ending the Call Always end politely Thank them for calling
Be sure to say good-bye
Make sure you give any messages to the appropriate person.

8. Now we practice

9. Scenario
You are a nurse in Labor and Delivery at Vanderbilt Hospital. You are very busy because your patient (Susie Smith) is about to give birth in room 3. You are alone at the nurses station getting supplies when the phone rings….
Please handle the caller appropriately

10. Scenario 2
You are a medical assistant at Baptist Hospital’s imaging department. You are having a really bad day. You are fighting with your boyfriend (he’s on line 2), and the department is really busy. The secretary has called in sick so you have to answer the phones today in addition to your other duties. Please answer this call appropriately…..

11. Scenario 3
You are a receptionist at a Dr. Smith’s private practice office. Today is your first day. All of the office staff is either busy with patients or at lunch. Please answer this call appropriately…..