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

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

Chapter 9Telephone Techniques

TEACH Lesson Plan Manual for Kinn’s The Medical Assistant: An Applied

Learning Approach

12th edition

1


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 physician’s office.

3. Describe how to develop a pleasing telephone voice.

5. Explain why courtesy is so important when speaking on the telephone.

6. Demonstrate the correct way to hold a telephone handset.

2

Lesson 9.1


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


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


Active Listening

5


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


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


Maintaining Confidentiality

All communications are confidential Use discretion when mentioning names,

symptoms, or other information Never use speaker phone

8


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


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


Identifying the Facility

Identify facility first Say your name Choose a greeting and practice saying it

11


Identifying the Caller

If caller does not identify self, ask who is calling

Write name down immediately Try to use caller’s name at least three

times during conversation Handle callers who will not identify

selves according to office policy

12


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


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


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


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


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


Ending a Call

End calls promptly Thank caller, close conversation with a

form of goodbye Allow caller to hang up first

18


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


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


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


Inquiries about Fees

Give estimates of fees before patient sees physician

Follow estimates by stating that fees vary depending on patient’s condition and tests ordered

Have schedule of fees available

22


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


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


Radiology and Laboratory Reports

Urgent reports may be faxed, telephoned, or emailed to physician’s office

Relay reports to physician If marked STAT, physician wants results

immediately

25


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


Routine Reports from Hospitals

Hospitals and other sources may call to report a patient’s progress

Take message carefully and give to physician

27


Office Administration Matters

Calls may not refer to patients Accountant, auditor, office suppliers,

office maintenance, etc. Handle calls or refer to appropriate

person

28


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


Prescription Refills

Pharmacies call to obtain approval for patient’s refill

Any refills should be authorized only with physician's approval

Check with physician and call back Some medications require written

prescription

30


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


Unsatisfactory Progress Reports

Do not give medical advice to patients Make detailed notes about patient’s

unsatisfactory progress Present notes to physician Follow up with patient with physician’s

instructions

32


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


Requests for Test Results, cont’d

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


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


Personal Calls

Personal calls to physician Handle according to physician’s instructions

and be tactful Personal calls to staff

Only take personal calls in case of emergency

36


Specialty Calls, Telephone Services, and Equipment

12. Explain how angry callers might be handled.13. 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


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


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


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


Physician Shopping

Prospective patients call seeking information about medical office

May want to know physician’s background before selecting the office

Be polite and answer questions respectfully

41


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


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


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


Emergency Calls, cont’d

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


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


Obtaining Information for Physician

Duration of symptoms Remedies tried at home Specifics about symptoms

47


Typical Outgoing Calls

Most are responses to incoming calls Plan outgoing calls in advance Organizing calls increases efficiency

48


Voice Mail

Around-the-clock method to receive patient messages

Answer voice mails messages promptly

49


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


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


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


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


Headsets

Keep hands free while talking on phone Many are lightweight and made for

mobility

54


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


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


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


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


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


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


Personal Phone Directory

Include all numbers frequently called Emergency numbers might be typed on

a colored card or flagged with a colored tab

61


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


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


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


Questions?

65

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

Documents

imprint of elsevier

telephone use

handled telephone message

telephone techniques

caller reason

pleasing telephone voice

outgoing calls

medical office