Telephone Techniques

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13

• Telephone Techniques

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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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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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Introduction

• Telecommunications
• Telephone
• Etiquette
• Routing calls
• Triaging calls
• Messages
• Other communication devices

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Telecommunications Equipment

• Telephone system
• Multi-line telephones
• Automated voice response unit
• Answer calls
• Make reminder calls
• Patient surveys

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Telecommunications Equipment (cont.)

• Voicemail
• Answering machine
• Answering service

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Cell Phones Personal and Business Use

• Personal use
• Be considerate of others
• Office policy
• Business use

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Pagers (Beepers)

• Technology
• Calling a pager
• Interactive pagers
• Two-way communication
• Traditional page capabilities also

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Patient courtesy phone

• Block long distance
• Keeps business lines free
• Limit time

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Telecommunication Devices for the Deaf

• Specially designed telephone
• Message is typed and relayed to
• Another TDD
• Telecommunications relay service (TRS)

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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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Effective Telephone Communication

• Present a positive image
• Convey a caring, attentive and helpful image
• Professional and knowledgeable

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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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Communication Skills (cont.)

• Being supportive
• Asking for clarification and feedback
• Paraphrasing to ensure understanding
• Being receptive to the patients needs
• Knowing when to speak and when to listen
• Considers other viewpoints

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Communication Skills (cont.)
Complete
Concise
Clear
The 5 Cs of Communication
Cohesive
Courteous
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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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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 callers name
• Comply with HIPAA guidelines

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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

Certainly!
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Telephone Etiquette

• Your telephone voice
• Speak directly into the receiver
• Smile
• Visualize the caller
• Be friendly, respectful, helpful, and alert

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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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Your Telephone Voice
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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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Making a Good Impression (cont.)

• Returning calls
• Remembering patient names
• Checking for understanding

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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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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.
Very Good!
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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
Diagnostic Reports Document what information is given to the patient
Questions about Medications Get approval for renewals Answer questions about medications
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Types of Incoming Calls (cont.)
From Patients Medical Assistant Role
Reports of Symptoms Listen carefully and document Schedule appointment as needed
Progress Reports Route follow-up calls to the physician Document call in patient record
Requests for Advice Do not give any medical advice
Complaints Remain calm and listen carefully Apologize for any inconveniences Follow through to resolve issue
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Types of Incoming Calls (cont.)

• Attorneys
• Other physicians
• Salespeople
• Conference calls

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Apply Your Knowledge
A medical assistant working in a large
medical/surgical practice answers the telephone.
The caller states Hi, Im 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.
Excellent!
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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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Routing Calls

• Calls requiring the physicians 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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Routing Calls (cont.)

• Calls handled by the medical assistant
• Appointments
• Billing inquiries
• Insurance questions
• Diagnostic reports
• General administrative questions
• The Routing List

• Reports from hospitals and patients
• Referral requests
• Prescription
• Patient complaints

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Telephone Triage

• Learn the Triage Process
• Proper training
• Guidelines for
• Common questions or conditions
• Obtaining information

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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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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.
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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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Documenting Calls

• Telephone message pad
• Date and time of call
• Who it is for
• Callers name and telephone number
• Action
• Message
• Your name or initials

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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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Taking Messages (cont.)

• Maintaining patient confidentiality
• Do not repeat any confidential information over
  the telephone
• Maintain confidentiality with written messages

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Apply Your Knowledge
Right!
Answer True or False to the following ___
Documenting calls can protect against legal
actions. ___ Confidentiality is just as important
when making telephone calls as in written
communication. ___ You should ask for the
patients SSN if you have to pull his/her
record. ___ You should repeat key points to
verify information.
T
T
F
Date of birth
T
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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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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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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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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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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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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

PERFECT!

• r

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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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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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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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In Summary (cont.)

• 13.5 Screening calls categorizes the importance
  of the call in regards to how quickly the
  patients 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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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 callers name and name of the
  patient (if different from the caller) the
  callers 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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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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End of Chapter 13
When people talk, listen completely. Most people
never listen. Ernest Hemmingway