CHAPTER
13
Telephone
Techniques
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13-2
Learning Outcomes (cont.)
13.1
Explain the purpose of the telecommunications
equipment commonly found in the medical office.
13.2
Relate the five Cs of effective communication to
telephone communication skills.
13.3. Define the following terms involved in making a good
impression on the telephone: telephone etiquette,
pitch, pronunciation, enunciation, and tone
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13-3
Learning Outcomes (cont.)
13.4
Describe how to appropriately handle the
different types of calls coming into the medical
practice.
13.5
Summarize the purpose of the office routing list in
regards to call screening.
13.6
Carry out the procedure for taking a complete
telephone message.
13.7
Outline the preparation required prior to making
outgoing calls and the skills used in making the
phone call.
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13-4
Introduction
• Telecommunications
– Telephone
• Etiquette
• Routing calls
• Triaging calls
• Messages
– Other communication devices
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13-5
Telecommunications Equipment
• Telephone system
• Multi-line telephones
• Automated voice response unit
– Answer calls
– Make reminder calls
– Patient surveys
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13-6
Telecommunications Equipment (cont.)
• Voicemail
• Answering machine
• Answering service
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Cell Phones – Personal and Business
Use
13-7
• Personal use
– Be considerate of others
– Office policy
• Business use
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13-8
Pagers (Beepers)
• Technology
• Calling a pager
• Interactive pagers
– Two-way communication
– Traditional page capabilities also
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13-9
Patient courtesy phone
• Block long distance
• Keeps business lines free
• Limit time
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13-10
Telecommunication Devices for the Deaf
• Specially designed telephone
• Message is typed and relayed to
– Another TDD
– Telecommunications
relay service (TRS)
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13-11
Apply Your Knowledge
A personal emergency call has been received for
the physician, who is currently not in the office.
Which device or service would the medical
assistant use to contact the physician?
ANSWER: The medical assistant may call the physician on
his cell phone or use a pager or interactive pager to contact
a physician who is out of the office.
Hello! Right
Answer!!!!
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13-12
Effective Telephone Communication
• Present a positive
image
• Convey a caring,
attentive and helpful
image
• Professional and
knowledgeable
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13-13
Communication Skills
• Using tact and sensitivity
• Showing empathy
• Giving respect
• Being genuine
• Being open and friendly
• Not passing judgment or stereotyping other
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13-14
Communication Skills (cont.)
• Being supportive
• Asking for clarification and feedback
• Paraphrasing to ensure understanding
• Being receptive to the patient’s needs
• Knowing when to speak and when to listen
• Considers other viewpoints
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13-15
Communication Skills (cont.)
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13-16
Guidelines for Using the Telephone
Effectively
• Answer promptly
• Hold the mouthpiece about an inch away from
your mouth
• Leave one hand free to write with
• Give the practice name and your name
• Acknowledge the caller, be willing to assist
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13-17
Guidelines for Using the Telephone
Effectively
• Always be courteous, calm, and pleasant
• Identify the nature of the call, devote full
attention to the caller
• Allow caller to hang up first; say goodbye and
use the caller’s name
• Comply with HIPAA guidelines
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13-18
Apply Your Knowledge
What should effective telephone communication
convey?
ANSWER: It should convey :
 A positive, professional image of the medical practice
 That the staff is caring, attentive, and helpful
 That the staff is knowledgeable
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13-19
Telephone Etiquette
• Your telephone voice
– Speak directly into the receiver
– Smile
– Visualize the caller
– Be friendly, respectful,
helpful, and alert
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13-20
Telephone Etiquette
• Your telephone voice
– Use non-technical
language
– Use a normal tone, but attempt to vary your
pitch
– Make the caller feel important
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13-21
Your Telephone Voice
Tone
Pronunciation

Saying words correctly

Positive and respectful
Enunciation

Clear and distinct speaking
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13-22
Making a Good Impression
• Exhibiting courtesy
• Giving undivided attention
• Putting a call on hold
– Ask the purpose
– Ask permission
– Offer to call back
– Return to caller frequently
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13-23
Making a Good Impression (cont.)
• Returning calls
• Remembering patient names
• Checking for understanding
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13-24
Making a Good Impression (cont.)
• Communicating feelings – empathy
• Ending the conversation
– Summarize important points
– Thank the caller for calling
– Allow the caller to hang up first
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13-25
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 says, “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?
ANSWER: The medical assistant should remain calm, allow the
caller to express his or her concerns, apologize for any
inconvenience, and inform the caller that you would like to help.
The MA should not attempt to shift the blame by telling the caller
that he or she was just returning from lunch and instead should
put effort into assisting the caller.
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13-26
Types of Incoming Calls
From Patients
Medical Assistant Role
Appointments
• Make or change appointments
Billing Inquiries
• Clarify bill or charges
• Help set up payment arrangements if
possible
• Document what information is given
to the patient
• Get approval for renewals
• Answer questions about medications
Diagnostic
Reports
Questions about
Medications
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13-27
Types of Incoming Calls (cont.)
From Patients
Medical Assistant Role
Reports of Symptoms • Listen carefully and document
• Schedule appointment as needed
Progress Reports
Requests for Advice
Complaints
• Route follow-up calls to the
physician
• Document call in patient record
• Do not give any medical advice
• Remain calm and listen carefully
• Apologize for any inconveniences
• Follow through to resolve issue
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13-28
Types of Incoming Calls (cont.)
• Attorneys
• Other physicians
• Salespeople
• Conference calls
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13-29
Apply Your Knowledge
A medical assistant working in a large medical/surgical
practice answers the telephone. The caller states “Hi,
I’m Dr. X., did Dr. C. perform Mrs. A. W.’s surgery
yesterday?” How should the medical assistant respond?
ANSWER: The medical assistant should request that Dr. X
hold to speak with the physician. You may not disclose any
information concerning a patient, including whether or not
patient A.W. had surgery, even to a physician. In addition,
this may not really be Dr. X.
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13-30
Managing Incoming Calls
• Screening calls
– Find out who is calling
– Ask the purpose of the call
– Decide how the call should be put through
– Determine what to do if it is personal
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13-31
Routing Calls
• Calls requiring the physician’s attention
– Emergency calls
– Calls from other physicians
– Patient requests regarding test results
– Patient requests to discuss their symptoms
– Requests for prescription renewals
– Personal calls
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13-32
Routing Calls (cont.)
• Calls handled by the medical assistant
– Appointments
– Billing inquiries
– Insurance questions
– Diagnostic reports
– General administrative
questions
– Reports from hospitals
and patients
– Referral requests
– Prescription
– Patient complaints
• The Routing List
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13-33
Telephone Triage
• Learn the Triage Process
– Proper training
– Guidelines for
• Common questions or conditions
• Obtaining information
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13-34
Telephone Triage
• Categorize problems
– Guidelines help determine severity
• Advice over phone
• Come to office
• Go to an emergency room
• Provide patient education
– Recommendations based on symptoms
– Document
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13-35
Apply Your Knowledge
What is the purpose for a routing list?
ANSWER: It enables the person answering the telephone to
direct the caller to the correct person.
Great!
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13-36
Taking Complete and Accurate Phone
Messages
• Documenting calls
– Protects the physician against legal action
– Document in the patient record
• Clinical issues
• Referrals
– Messages must be accurate
and legible
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13-37
Documenting Calls
• Telephone message pad
– Date and time of call
– Who it is for
– Caller’s name and
telephone number
– Action
– Message
– Your name or initials
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13-38
Documenting Calls (cont.)
• Telephone call logs
– Manual
– Electronic
• Accurate messages
– Have pen and paper available
– Take notes as the information is given
– Verify information and callback number
– Patient DOB
– Never make a commitment for the physician
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13-39
Taking Messages (cont.)
• Maintaining patient confidentiality
– Do not repeat any confidential information
over the telephone
– Maintain confidentiality
with written messages
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13-40
Right!
Apply Your Knowledge
Answer True or False to the following:
T Documenting calls can protect against legal actions.
___
___
T Confidentiality is just as important when making
telephone calls as in written communication.
F You should ask for the patient’s SSN if you have to
___
pull his/her record. Date of birth
T You should repeat key points to verify information.
___
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13-41
Placing Outgoing Calls
• Locating telephone numbers
– Patient record
– Office file of commonly used numbers
– Telephone directory, directory assistance, or
the Internet
• Area codes
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13-42
Placing Outgoing Calls (cont.)
• Applying your telephone skills
– Plan before you call
– Double-check the number
– Allow time for the person to answer
– Identify yourself
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13-43
Placing Outgoing Calls (cont.)
• Applying your telephone skills
– Ask if the time is convenient
– Be ready to speak when the person answers
– Be sure the person has paper and pencil if
you are giving information
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13-44
Placing Outgoing Calls (cont.)
• Reaching voicemail or answering machine
– Leave only enough information for the patient
to callback
– Comply with HIPAA law
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13-45
Placing Outgoing Calls (cont.)
• Retrieving messages from answering system or
service
– Set a regular schedule and call at scheduled times
– Verify the information
• Arranging conference calls
– Remember the different time zones
– Suggest several time slots as options
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13-46
Apply Your Knowledge
What do you need to do to make an outgoing call?
ANSWER:
 Plan – have all information available before dialing
 Double-check the phone number
 Allow adequate time for the person to answer
 Identify yourself
 Ask if the time is convenient
 Be ready to speak when the person answers
 Be sure the person has paper and pencil if you are
giving information
r
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13-47
In Summary
13.1
Telecommunications equipment found in the
medical office includes: multi-line phone for
incoming and outgoing calls; automated voice
response unit to route calls automatically to the
correct person or department; answering machine or
answering service to pick up calls and messages;
and cell phones and/or beepers to reach medical
staff when they are not in the office.
Additionally, a patient courtesy phone and/or a TDD
may be found in the office.
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13-48
In Summary (cont.)
13.2
The five Cs of effective communication are important
in all types of communication and the telephone is
no exception.
All forms of communication are more easily
understood using these principles.
13.3
Telephone etiquette means to handle all calls
professionally and politely using good manners.
Pitch is the high or low level of your voice, projecting
interest in what you are saying. Pronunciation is
saying words correctly and enunciation is saying
them clearly. Tone projects how you are feeling; in
the office, your tone should always be positive and
respectful.
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13-49
In Summary (cont.)
13.4
The medical assistant may receive calls from
patients, attorneys, and others.
Always refer to the office policies and procedures
manual regarding how to handle incoming calls
appropriately.
Remember, always be courteous to the caller.
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13-50
In Summary (cont.)
13.5
Screening calls categorizes the importance of the
call in regards to how quickly the patient’s problem
or question needs to be handled.
The routing list is a guideline for the entire staff to
recognize which types of calls should go to each
member of the medical staff, following office protocol
as to the duties and scope of practice for each team
member.
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13-51
In Summary (cont.)
13.6
In addition to complete information from the caller
regarding what the call is about, each complete
telephone message should contain the following
information: date and time of the call; name of the
person for whom the message was taken; the
caller’s name and name of the patient (if different
from the caller); the caller’s telephone number with
area code; a description or action to be taken; a
complete and concise message; and the name or
initials of the person taking the message.
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13-52
In Summary (cont.)
13.7
Prior to placing an outgoing call, be sure to have all
necessary information in front of you, including the
name of the person to be reached and the correct
phone number.
Dial the number carefully, identifying yourself when
the phone is answered, asking for the person you
need to reach.
As always, use the five Cs of communication to
complete the exchange.
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13-53
End of Chapter 13
When people
talk, listen
completely.
Most people
never listen.
~ Ernest Hemmingway
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.