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. 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.
Discuss how the medical assistant should handle callers who have a complaint. List several questions to ask when handling an emergency call.
Telephone Techniques Chapter 9 Chapter 9 Telephone Techniques
Discuss several useful sections of the introductory pages of the phone directory. 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.
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. 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.
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. 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.
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.
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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. Obtaining Information for Physician Duration of symptoms Remedies tried at home Specifics about symptoms. Typical Outgoing Calls Most are responses to incoming calls Plan outgoing calls in advance Organizing calls increases efficiency. Voice Mail Around-the-clock method to receive patient messages Answer voice mails messages promptly.
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. 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. 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.
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Headsets Keep hands free while talking on phone Many are lightweight and made for mobility. 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. 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.
Chapter 9 Telephone Techniques
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. 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.
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. Personal Phone Directory Include all numbers frequently called Emergency numbers might be typed on a colored card or flagged with a colored tab. 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.
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.
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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. Discrete Techniques -.
Data Mining: Concepts and Techniques -. Chapter 13 -. Transmission Systems and the Telephone Networks -.
Numerical Descriptive Techniques -. The telephone is a powerful public communication tool used in a medical office. In a medical office, the incoming calls are received from a variety of sources. The employees in a medical facility must use peaceful and calm voice when talking through telephone. Courtesy to patients and all other callers is crucial as the first impression play a key role in communication. Ashlynn can improve her skills of telephone communication by being calm and practicing active listening.
She need to observe her way of talking and practice to change the mistakes she or others identify by adjusting the tone, pitch and speed. Beard on Monday about a rash on my forearms. Is there anything else we can do to help it? My number is If experiencing any other symptoms. Has it spread? Any redness or puss coming from rash? To have patient come back in for Dr to look at. Gerald Morris calls Dr.
He is an established patient and has worked as a city police officer for more than 10 years. After asking to place Mr. Morris on hold, you pull up his account on the computer.