CHAPTER 13 Telephone Techniques 13 2 Learning Outcomes

CHAPTER 13 Telephone Techniques

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

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.

13 -4 Introduction • Telecommunications – Telephone • Etiquette • Routing calls • Triaging calls • Messages – Other communication devices

13 -5 Telecommunications Equipment • Telephone system • Multi-line telephones • Automated voice response unit – Answer calls – Make reminder calls – Patient surveys

13 -6 Telecommunications Equipment (cont. ) • Voicemail • Answering machine • Answering service

13 -7 Cell Phones – Personal and Business Use • Personal use – Be considerate of others – Office policy • Business use

13 -8 Pagers (Beepers) • Technology • Calling a pager • Interactive pagers – Two-way communication – Traditional page capabilities also

13 -9 Patient courtesy phone • Block long distance • Keeps business lines free • Limit time

13 -10 Telecommunication Devices for the Deaf • Specially designed telephone • Message is typed and relayed to – Another TDD – Telecommunications relay service (TRS)

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!!!!

13 -12 Effective Telephone Communication • Present a positive image • Convey a caring, attentive and helpful image • Professional and knowledgeable

13 -13 Communication Skills • Using tact and sensitivity • Showing empathy • Giving respect • Being genuine • Being open and friendly • Not passing judgment or stereotyping other

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

13 -15 Communication Skills (cont. ) The 5 Cs of Communication

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 13 -16

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 13 -17

13 -18 Apply Your Knowledge What should effective telephone communication convey? ANSWER: It should convey : Ø A positive, professional image of the medical practice Ø That the staff is caring, attentive, and helpful Ø That the staff is knowledgeable

13 -19 Telephone Etiquette • Your telephone voice – Speak directly into the receiver – Smile – Visualize the caller – Be friendly, respectful, helpful, and alert

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

13 -21 Your Telephone Voice Tone Pronunciation o Saying words correctly o Positive and respectful Enunciation o Clear and distinct speaking

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

13 -23 Making a Good Impression (cont. ) • Returning calls • Remembering patient names • Checking for understanding

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

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.

13 -26 Types of Incoming Calls From Patients Medical Assistant Role Appointments • Make or change appointments • Clarify bill or charges • Help set up payment arrangements if possible Diagnostic Reports • Document what information is given to the patient Questions about • Get approval for renewals Medications • Answer questions about medications Billing Inquiries

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

13 -28 Types of Incoming Calls (cont. ) • Attorneys • Other physicians • Salespeople • Conference calls

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. Excellent!

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

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

13 -32 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

13 -33 Telephone Triage • Learn the Triage Process – Proper training – Guidelines for • Common questions or conditions • Obtaining information

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

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!

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 13 -36

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

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

13 -39 Taking Messages (cont. ) • Maintaining patient confidentiality – Do not repeat any confidential information over the telephone – Maintain confidentiality with written messages

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. ___

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

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

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

13 -44 Placing Outgoing Calls (cont. ) • Reaching voicemail or answering machine – Leave only enough information for the patient to callback – Comply with HIPAA law

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

13 -46 Apply Your Knowledge What do you need to do to make an outgoing call? ANSWER: Ø Plan – have all information available before dialing Ø Double-check the phone number Ø Allow adequate time for the person to answer Ø Identify yourself Ø Ask if the time is convenient Ø Be ready to speak when the person answers Ø Be sure the person has paper and pencil if you are giving information PERFECT! (r

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.

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.

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.

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.

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.

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.

13 -53 End of Chapter 13 When people talk, listen completely. Most people never listen. ~ Ernest Hemmingway