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Administrative medical assisting 5th by lindh chapter12

Chapter 12

Telecommunications

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Basic Telephone Techniques
• First impressions lasting whether
automated phone system answers the
call or it is answered in person

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Basic Telephone Techniques
• Automated systems
– Should be user friendly
– Option to speak with administrative medical

assistant should always be offered
– Message instructing caller what to do if call is
emergency
– List of menus

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Basic Telephone Techniques
• Answer incoming calls by end of first
ring and certainly within three rings
• Guidelines to follow when conversation
must be interrupted to answer another
call

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Basic Telephone Techniques
• Telephone
personality
– Be prepared to give
caller your complete
attention
– Use a pleasant wellmodulated voice
– Use same volume as
when speaking
conversationally
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Basic Telephone Techniques
• Telephone personality








Enunciation: speak clearly and articulate carefully
Pronunciation: say words correctly
Speed: talk at normal rate
Posture: sit up straight and use a headset
Be patient and in control
Remain calm if call is regarding life-threatening
emergency

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Basic Telephone Techniques
• Professional telephone etiquette
– Treat others with consideration
– Follow basic telephone courtesies

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Basic Telephone Techniques
• Answering incoming calls
– Preparing to take calls
– Answering calls






Name of facility clearly identified
Name of person with whom caller speaking
Obtain caller’s full name and correct spelling
Ask if emergency call
Ask for caller’s telephone number, street address, date of
birth
• Determine how you can be of assistance

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Basic Telephone Techniques
• Answering incoming calls
– Screening calls
• To be sure caller talks to person who will be most helpful
• To ensure provider’s time efficiently managed
• Tactful persistence to get information needed to direct
caller
• Be polite and professional at all times

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Basic Telephone Techniques
• Transferring a call
– Acquire caller’s personal information and situationassociated information
– Determine best person to assist with situation
– Place caller on hold and see if person best suited
to assist is available
– Follow telephone system procedure to transfer call
– Follow up to see if transferred correctly

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Basic Telephone Techniques
• Taking a message
– Use message pad or TPMS screen
– List of information that should be taken with each
call
– Repeat information to verify
– Attach message to patient chart before placing
message on provider’s desk

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Basic Telephone Techniques
• Ending the call







Is as important as answering promptly
End conversation courteously
Repeat pertinent information back to caller
Pause for additional questions
Say “Good-bye”—no slang
Stay on line until caller hangs up first

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Routing Calls in Medical Office
• Types of calls MA can take









Established and new patients
Scheduling appointments and patient tests
Billing questions
Insurance information
Requests for prescription refills
Receiving routine progress reports
General information about practice
Sales people

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Routing Calls in Medical Office
• Types of calls referred to provider





Other providers
STAT reports
Provider’s family
Request for test results (positive)

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Routing Calls in Medical Office
• Special consideration calls
– Referral calls to other facilities
– Emergency/urgent calls
• Direct caller to call 911 if caller believes they may be
experiencing life-threatening emergency
• Evaluate urgency of medical situation and prioritize call
• Urgent condition requires medical intervention and can
be handled at ambulatory care center

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Routing Calls in Medical Office
• Special consideration calls
– Emergency/urgent calls
• Standard screening questions can determine nature of
emergency
• Practice periodically review procedures for emergency
calls
• Good Samaritan laws do not cover paid employees, only
uncompensated situations
• Post emergency numbers near phone

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Routing Calls in Medical Office
• Special consideration calls
– Angry callers
• Defuse the situation
• Remain calm and in control

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Routing Calls in Medical Office
• Special consideration calls
– Older adult callers






Do not make assumptions
Be aware of hearing impairments
Ask if patient has any questions
Repeat and simplify information if needed
Communicate with family members if needed

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Routing Calls in Medical Office
• Special consideration calls
– English-as-a-second-language callers
• Bilingual employee
• Do not make assumptions
• Patient who does not speak fluent English may still
understand as well as anyone
• Speak at a normal volume and more slowly
• Be willing to review information
• Be patient

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Telephone Documentation
• Medical information request over phone
should be discouraged
• Use call back verification procedures
• Request caller’s name and phone
number
• Call back and verify identity of caller
• Documented in or patient’s medical
record
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Using Telephone Directories
• Medical assistant should have on hand
print and online telephone directories
• Contain very useful information
– Emergency and nonemergency numbers
– Internet guide
– Information guide and consumer tips

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Using Telephone Directories
• Contain very useful information





Community pages
Phone service pages
Government pages
Index

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Using Telephone Directories
• Medical centers and hospitals produce
another type of directory with phone
numbers specific to that facility
• Online telephone directory services

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Placing Outgoing Calls
• Know what information is needed and
have it available beforehand
• Make calls from telephone in location
free of distractions
• Establish a routine

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Placing Long-Distance Calls
• Direct dialing calls
• Operator-assisted
calls





Person-to-person
Conference
International
Collect

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


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