1. technology and computing
2. consumer electronics
3. telephones

PowerPoint® to accompany
Medical Assisting
Chapter 11
Second Edition
Ramutkowski • Booth • Pugh • Thompson • Whicker
Copyright © The McGraw-Hill Companies, Inc. Permission required for reproduction or display.
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Telephone Techniques
Objectives
11-1 Explain how to manage incoming telephone calls.
11-2 Explain the importance of communication skills.
11-3 Compare the types of calls the medical assistant
handles with those the physician or other staff
members handle.
11-4 Describe how to handle various types of incoming
calls from patients and from others.
11-5 Discuss the importance of proper telephone
etiquette.
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Telephone Techniques (cont.)
Objectives
11-6 Describe the procedures for taking telephone
messages.
11-7 Explain how to retrieve calls from an answering
service.
11-8 Describe the procedures for placing outgoing calls.
11-9 Explain the function of telephone triage in the
medical office.
11-10 Explain the uses of a facsimile machine in the
medical office.
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Using The Telephone Effectively

Good telephone techniques leave the patient
with a positive impression of:
•You
•The Physician
•The Practice
Good Telephone
Management Shows That:
Poor Telephone
Management Results In:
• Staff is caring
• Staff is attentive
• Staff is helpful
• Bad feelings
• Misunderstanding
• Unfavorable impressions
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Using The Telephone Effectively
The 5 C’s
of
Communication
5
Managing Incoming Calls






Calls should be answered promptly
Greet the caller with the medical office name and
your name
Be courteous, calm, and pleasant
Identify the nature of the call
If the caller does not give his/her name, ask for it
Use the caller’s name when communicating and
saying goodbye at the end of the call
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Managing Incoming Calls (cont.)
Screening Calls

Follow the office policy to determine:

Calls that should be put through immediately

Calls that should be returned later

Calls that should be handled by another staff
member other than the physician
Generally, 3 types of calls received in the office pertain to:
1) Administrative Issues
3) Clinical Issues
2) Emergency Calls
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Managing Incoming Calls (cont.)
Routing Calls

Calls Handled By the Medical Assistant:



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
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Appointments
Billing Inquiries
Insurance Questions
Diagnostic Reports (lab & X ray)
Other Reports from patients and hospitals, etc.
Referral Requests
Prescription Renewals (physician must approve)
Patient Complaints
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Managing Incoming Calls
Routing Calls (cont.)

Calls Requiring the Doctor’s Attention:


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Emergency calls
Calls from other physicians
Patient requests regarding test results
Patient requests to discuss their symptoms
Requests for prescription renewals
Personal calls
A routing list specifies who is responsible for
handling certain types of calls.
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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 states “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?
10
Apply Your Knowledge - Answer
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 states “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?
Remain calm and allow the caller to express his/her concerns.
Apologize for any inconvenience and inform the caller that
you would like to help. It is not a good idea to attempt to shift
the blame by telling the caller that you were just returning
from lunch, instead put effort into solving the concern.
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Types of Incoming Calls
Calls From Patients
Medical Assistant Role
Appointments

Billing Inquiries

Diagnostic Reports
Questions About
Medications
Make or change appointments as
needed
Clarify bill or charges
 Assist to set-up payment
arrangements if possible
 If information is given be sure to
document it in the record
Get approval for renewals
 Answer questions about
medications

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Types of Incoming Calls (cont.)
Calls From Patients
Medical Assistant Role
Reports of
Symptoms
Progress Reports

Request for Advice

Complaints
 Apologize
Listen carefully & document
 Schedule appointment as needed
Route
follow-up calls to the
physician
 Document call in patient record
Do not give any medical advice
for any inconveniences
 Remain calm & listen then follow
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through to resolve issue
Types of Incoming Calls (cont.)
• Must be immediately routed to
the physician
• Includes serious or life
threatening conditions such as:
Severe bleeding
Drug Reaction
Injuries
Poisoning
Suicide Attempts
Severe Burns
Loss of Consciousness
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Types of Incoming Calls (cont.)

Attorneys

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
Other Physicians



Follow office guidelines carefully
Never release any patient information unless the physician
authorizes you to do so
Route calls to the physician
Do not disclose any patient information
Salespeople


Request that information be mailed to you about new
products
Pharmaceutical representatives may be seen by the
physician
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Apply Your Knowledge
A medical assistant working in a large surgical medical
practice answers the telephone and the caller states “Hi,
I’m Dr. X., did Dr. C. perform Mrs. A. W.’s surgery
yesterday?” How should the medical assistant respond?
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Apply Your Knowledge - Answer
A medical assistant working in a large surgical medical
practice answers the telephone and the caller states “Hi,
I’m Dr. X., did Dr. C. perform Mrs. A. W.’s surgery
yesterday?” How should the medical assistant respond?
It would be best for the medical assistant to request
that this physician hold to speak with the physician.
This could be someone else, and you are not at
liberty to disclose any information. You should not
even acknowledge whether Patient “A. W.” did or
did not have surgery.
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Using Proper Telephone Etiquette
Your Telephone Voice
 Speak directly into the receiver.
 Be friendly & convey interest to the caller.
 Use non-technical language but never use slang.
 Use a normal tone but attempt to vary your pitch.
Pitch is the high and low level of your speech.
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Using Proper Telephone Etiquette
(cont.)
Pronunciation
• Saying words
correctly
• If the name is
difficult to
pronounce, ask
the patient how
it is pronounced
Pronunciation
versus
Enunciation
Enunciation
• Saying words in
a clear and
understandable
manner
• Eating, chewing
gum, and
incorrect
placement of the
phone decreases
enunciation 19
Making a Good Impression
Courtesy
• Project an attitude of helpfulness
• Always refer to the caller by name
• Thank the caller before hanging up
Giving Undivided
Attention
• Give the caller the same level of attention as if
he or she were right in front of you
• Listen attentively to get accurate information
Putting a Call on Hold
• Always allow the caller to state the purpose of the call prior to
placing the caller on hold
• If you think the wait will be lengthy, offer to call back instead
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of placing them on hold
Making a Good Impression
(cont.)

Handling Difficult Situations


Remembering Patient Names


If the call is not an emergency, and you are in the
middle of an urgent situation, offer to return the call.
Callers feel important when their names are
remembered.
Checking for Understanding

Ask questions to ensure that the caller understands
what you have discussed and that you understood
them.
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Making a Good Impression
(cont.)

Communicating Feelings



Try to communicate an understanding of the
caller’s feelings (empathy.)
Callers tend to have a better perception of the
office if empathy is communicated.
Ending the Conversation



Summarize important points.
Thank the caller for calling.
Allow the caller to hang up first.
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Taking Messages
Always keep a pen and paper near the telephone, so you are
prepared to record the message.
Contents of Telephone Message Pads
TO:____________________________________
Date__________
Time_____________
Message
FROM:_________________________________
Telephone ( )________________extension____
Message Details:
Your Name or initials
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Taking Messages (cont.)

The Telephone Log



Ensuring Correct Information


A spiral-bound perforated message book is often used to
record messages.
The top copy or original is given to the message recipient,
and a copy is kept in the book for future reference.
Get the correct spelling of the caller’s name and get date of
birth for patients having the same name.
Maintaining Patient Confidentiality

You must maintain confidentiality with written telephone
messages and do not repeat any confidential information
over the telephone.
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Apply Your Knowledge
Find the missing data on this message form.
Contents of Telephone Message Pads
TO: Dr. “X”
Date 12-03-05
Time 0930
Message
FROM: Dr.
Telephone (111) 111- 0000
Message Details:
Please call before 2pm today.
extension
010
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Apply Your Knowledge - Answer
Find the missing data on this message form.
Contents of Telephone Message Pads
TO: Dr. “X”
Date 12-03-05
Time 0930
Message
FROM: Dr. (Which doctor???)
Telephone (111) 111- 0000
extension 010
Message Details:
Name or initials of person
Please call before 2pm today.
taking the message
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Telephone Answering Systems



Office telephone systems can vary from a single
telephone line to a multi-line system.
One of the medical assistant responsibilities may be
to retrieve information from the answering service.
Common equipment and services used in the
medical office includes:



Automated voice mail.
Answering machine.
Answering service.
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Placing Outgoing Calls
Locating Telephone Numbers
• Verify accuracy of the number prior to calling
• Refer to office directories to locate numbers
• Use directory assistance by dialing (1-800-area code555-1212) as a last option since a fee is charged for
this service
Applying Your
Telephone Skills
Arranging Conference
Calls
• Plan
• Allow at least one minute or 8 rings
• Identify yourself & ask if time is
good for person
• Medical Assistants may need to schedule calls
between several people
• Remember the different time zones
• Suggest several time slots as options
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Telephone Triage
Telephone triage is used as a process of deciding what
action to take.
• Telephone staff are given
guidelines to handle
common conditions
Learning The Triage Process
• Telephone staff must
determine if caller requires
• Telephone staff cannot
additional care
diagnose or treat a patient’s
problem
• Specific information is
obtained such as name, age,
symptoms, anxiety, etc.
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Telephone Triage (cont.)
Level of Severity
Categorizing The Problem
 Manage by telephone
 Manage in office
 Send patient to emergency
care facility
Advise patients that the recommendations are based on
the symptoms they described and are not a diagnosis.
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Telephone Triage (cont.)
Taking Action
• Telephone triage staff
use the guidelines to
determine the course of
action needed based on
patient symptoms.
Telephone situations must be handled correctly to
protect the health and safety of the patient.
31
Apply Your Knowledge
The medical assistant has been informed that the office
physician and the consulting physician must speak with
the daughter of an unresponsive patient recently
diagnosed with a terminal condition. The daughter resides
out-of-town. What would you do in this situation?
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Apply Your Knowledge - Answer
The medical assistant has been informed that the office
physician and the consulting physician must speak with
the daughter of an unresponsive patient recently
diagnosed with a terminal condition. The daughter resides
out-of-town. What would you do in this situation?
This situation requires that three parties be able to
communicate at the same time to each other. Setting up
a conference call would be most plausible.
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End of Chapter
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