Y khoa - Dược - Chapter 13: Telephone techniques

13Telephone TechniquesLearning 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 toneLearning 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. IntroductionTelecommunicationsTelephone Etiquette Routing callsTriaging callsMessages Other communication devicesTelecommunications EquipmentTelephone systemMulti-line telephones Automated voice response unitAnswer callsMake reminder callsPatient surveysTelecommunications Equipment (cont.)VoicemailAnswering machineAnswering serviceCell Phones – Personal and Business UsePersonal use Be considerate of othersOffice policyBusiness usePagers (Beepers)TechnologyCalling a pager Interactive pagersTwo-way communicationTraditional page capabilities alsoPatient courtesy phoneBlock long distanceKeeps business lines freeLimit timeTelecommunication Devices for the DeafSpecially designed telephoneMessage is typed and relayed toAnother TDDTelecommunications relay service (TRS)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?Apply Your KnowledgeANSWER: 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!!!!Effective Telephone CommunicationPresent a positive imageConvey a caring, attentive and helpful imageProfessional and knowledgeableCommunication SkillsUsing tact and sensitivityShowing empathyGiving respect Being genuineBeing open and friendlyNot passing judgment or stereotyping other Communication Skills (cont.)Being supportiveAsking for clarification and feedbackParaphrasing to ensure understandingBeing receptive to the patient’s needsKnowing when to speak and when to listenConsiders other viewpointsCommunication Skills (cont.)Guidelines for Using the Telephone Effectively Answer promptlyHold the mouthpiece about an inch away from your mouthLeave one hand free to write withGive the practice name and your nameAcknowledge the caller, be willing to assistGuidelines for Using the Telephone Effectively Always be courteous, calm, and pleasant Identify the nature of the call, devote full attention to the callerAllow caller to hang up first; say goodbye and use the caller’s nameComply with HIPAA guidelinesApply Your Knowledge What should effective telephone communication convey?ANSWER: It should convey :A positive, professional image of the medical practiceThat the staff is caring, attentive, and helpfulThat the staff is knowledgeable Telephone EtiquetteYour telephone voiceSpeak directly into the receiverSmileVisualize the callerBe friendly, respectful, helpful, and alertTelephone EtiquetteYour telephone voiceUse non-technical languageUse a normal tone, but attempt to vary your pitchMake the caller feel importantYour Telephone Voice Saying words correctlyPronunciationClear and distinct speakingEnunciationTonePositive and respectfulMaking a Good ImpressionExhibiting courtesy Giving undivided attentionPutting a call on holdAsk the purpose Ask permissionOffer to call backReturn to caller frequentlyMaking a Good Impression (cont.)Returning callsRemembering patient namesChecking for understandingCommunicating feelings – empathyEnding the conversationSummarize important pointsThank the caller for callingAllow the caller to hang up firstMaking a Good Impression (cont.)Apply Your KnowledgeThe 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!From PatientsMedical Assistant RoleAppointmentsMake or change appointmentsBilling InquiriesClarify bill or chargesHelp set up payment arrangements if possibleDiagnostic ReportsDocument what information is given to the patientQuestions about MedicationsGet approval for renewalsAnswer questions about medicationsTypes of Incoming CallsTypes of Incoming Calls (cont.)From PatientsMedical Assistant RoleReports of SymptomsListen carefully and documentSchedule appointment as neededProgress ReportsRoute follow-up calls to the physicianDocument call in patient recordRequests for AdviceDo not give any medical advice ComplaintsRemain calm and listen carefullyApologize for any inconveniencesFollow through to resolve issue Types of Incoming Calls (cont.)AttorneysOther physiciansSalespeopleConference callsApply Your KnowledgeA 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. Managing Incoming CallsScreening callsFind out who is callingAsk the purpose of the callDecide how the call should be put throughDetermine what to do if it is personalRouting CallsCalls requiring the physician’s attentionEmergency callsCalls from other physiciansPatient requests regarding test resultsPatient requests to discuss their symptomsRequests for prescription renewalsPersonal callsRouting Calls (cont.) Calls handled by the medical assistantAppointmentsBilling inquiriesInsurance questionsDiagnostic reports General administrative questionsThe Routing ListReports from hospitals and patientsReferral requestsPrescription Patient complaintsTelephone TriageLearn the Triage Process Proper training Guidelines for Common questions or conditionsObtaining informationTelephone TriageCategorize problemsGuidelines help determine severityAdvice over phoneCome to officeGo to an emergency roomProvide patient educationRecommendations based on symptomsDocumentApply Your KnowledgeWhat is the purpose for a routing list?ANSWER: It enables the person answering the telephone to direct the caller to the correct person.Great!Taking Complete and Accurate Phone MessagesDocumenting callsProtects the physician against legal actionDocument in the patient record Clinical issues ReferralsMessages must be accurate and legibleDocumenting CallsTelephone message padDate and time of callWho it is forCaller’s name and telephone numberAction MessageYour name or initialsDocumenting Calls (cont.)Telephone call logsManualElectronicAccurate messagesHave pen and paper availableTake notes as the information is givenVerify information and callback numberPatient DOB Never make a commitment for the physicianTaking Messages (cont.)Maintaining patient confidentialityDo not repeat any confidential information over the telephoneMaintain confidentiality with written messagesApply Your KnowledgeAnswer 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 patient’s SSN if you have to pull his/her record.___ You should repeat key points to verify information.Date of birthRight!T F T T Placing Outgoing CallsLocating telephone numbersPatient recordOffice file of commonly used numbersTelephone directory, directory assistance, or the InternetArea codes Placing Outgoing Calls (cont.)Applying your telephone skillsPlan before you callDouble-check the numberAllow time for the person to answer Identify yourselfPlacing Outgoing Calls (cont.)Applying your telephone skillsAsk if the time is convenientBe ready to speak when the person answersBe sure the person has paper and pencil if you are giving informationPlacing Outgoing Calls (cont.)Reaching voicemail or answering machineLeave only enough information for the patient to callbackComply with HIPAA lawPlacing Outgoing Calls (cont.)Retrieving messages from answering system or serviceSet a regular schedule and call at scheduled timesVerify the informationArranging conference callsRemember the different time zonesSuggest several time slots as optionsApply Your KnowledgeWhat do you need to do to make an outgoing call?ANSWER: Plan – have all information available before dialingDouble-check the phone numberAllow adequate time for the person to answerIdentify yourselfAsk if the time is convenientBe ready to speak when the person answersBe sure the person has paper and pencil if you are giving informationrIn Summary13.1 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.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.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.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.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.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.When people talk, listen completely. Most people never listen.~ Ernest HemmingwayEnd of Chapter 13