1. TELEPHONE PROCEDURES AND SCHEDULING
Chapter 4
TELEPHONE PROCEDURES AND SCHEDULING

2. Telephone Procedures and Scheduling
Learning Objectives
Describe the telephone skills that an administrative medical assistant should have to properly handle incoming calls.
Discuss the importance of planning outgoing calls and the procedure for making them.
Explain the various ways an administrative medical assistant follows through on calls.
Discuss the major methods for scheduling appointments and the guidelines for determining in what order patients should be seen by the physician.
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3. Telephone Procedures and Scheduling
Learning Objectives
Discuss the ways in which an administrative medical assistant can help keep the office on schedule.
Discuss the types of appointments that may be scheduled out of the office and the patient information required for each type.
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4. Key Terms Double-booking appointments Fixed office hours No show
Screening calls
Telephone etiquette
Triage
Wave scheduling
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5. Telephone Etiquette Use a “voice with a smile”
Speak distinctly and clearly
Be prompt in answering
Use an appropriate greeting
“Good Morning” or “Good Afternoon”
Identify the practice and yourself
End call with “goodbye” and the caller’s name
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6. Screening Calls Means evaluating calls to decide on appropriate action
First determine the nature of the call
Message-taking situation
Call to be transferred to the physician or nurse
Emergency call
Nonmedical screening situation
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7. Taking Messages Always have pencil and paper or message slips on hand
Make notes as information is given
Ask to have important information repeated
Verify information
Coordinate with answering service
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8. Outgoing Calls Planning the call Resources Whom to call/ask for
Information to give/get
Questions to ask
When to call
What-if situations
Resources
Telephone directories
Automated telephone features
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9. Outgoing Calls Placing the call Answering machine
Identify physician and yourself
State reason for call
Provide necessary information
Ask for information
Listen and make notes
Verify information
Answering machine
Confidentiality
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10. Using the Fax Machine Stand-alone fax machine or computer fax
Guidelines
Contact receiver before transmitting the fax
Send a release of information with a fax cover letter
File the original fax cover letter in chart
Request a signed return receipt of fax
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11. Using E-mail Saves time Conveys messages quickly Allows flexibility
Subject to same strict privacy rules as other communications
Confidentiality
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12. Follow Through on Calls
Important to follow through on all requests and instructions
Enter messages in patient’s medical record
Attach message slip to patient medical record
File any notes dictated by physician
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13. Appointment Schedules
Physician’s policy
Office hours
Basic schedule of physician(s) and office
Length of time required for appointments
Based on procedure, equipment used, and amount of time usually spent with patients
Other policies, preferences, and obligations of the physician
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14. Types of Scheduling Scheduled appointments Fixed office hours
Wave scheduling
Double-booking appointments
Computer scheduling
Medical record notation of cancelled or missed appointments (no shows)
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15. Triage
Using good judgment to determine how soon a patient needs to be seen
“Stat or today” appointments
“Tomorrow” appointments
“Later” appointments
Emergencies
Have patient hang up and dial 911, OR
Go directly to emergency room
Patient preference in scheduling
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16. Necessary Data for Scheduling
Patient’s
First and last name
Telephone number
Address
DOB
Reason for appointment
Patient’s status
NP or EP
Referring physician
Insurance provider
Notes on tests or x-rays
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17. Keeping on Schedule Irregular appointments
Walk-ins, emergencies, work-ins (referred patients)
Late patients
May need to be rescheduled
Extended appointments
Out-of-office emergencies
Inform patients if running late
Leave open slots for catch up
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18. Registering Arrivals
Verify patient’s name, address, and other information
Verify insurance information
Complete any necessary forms
Make sure patient uses sign-in sheet
Keep patient names on sheet confidential
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19. Canceling and Rescheduling
Suggest scheduling a new appointment time
Make notation in patient medical record
In manual schedule, draw line through appointment
Record no shows in patient medical record
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20. Recall Appointments
Follow time frame given in physician’s instructions
Give patients appointment cards
For appointments far in the future, have patient complete a postcard to be sent as a reminder
Computerized scheduling will print out reminders automatically
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21. Out-of-Office Appointments
Hospital admissions
Surgical and diagnostic procedures
Complete name, address, DOB, and telephone number of patient
Diagnosis or problem
Date and time desired
Preadmission or preprocedure tests, instructions/preparations
Previous admissions/procedures
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22. Quiz
Matching
Triage
Screening calls
Fixed office hours
Wave scheduling
No shows
Combining fixed office hours with scheduled appointments.
Hours in which the physician is available to see patients.
Evaluating calls to decide on the appropriate action.
Patients who, without notice, fail to appear for the appointment.
Using good judgment to determine how soon a patient needs to be seen.
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23. Critical Thinking
Why is it important for an administrative medical assistant to follow through on all requests made in phone calls?
Students should include reasons such as the importance of providing competent and complete medical care, keeping accurate medical records, and courtesy.
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