Telephone Techniques

This set of vocabulary flashcards covers telephone techniques in a medical office, including equipment needs, active listening, professional conduct, message documentation, and legal/ethical considerations.

Multiple-line telephone system

A communication system used in healthcare facilities that allows for transferring calls, setting up conference calls, and features a button for each line.

Headset

A combination earphone and microphone used to improve ergonomics, reduce neck strain, and allow for volume adjustment in the earpiece.

Minimum telephone equipment for healthcare facility

Two incoming lines and one private outgoing line with a separate number.

Active Listening

A communication technique involving being present in the moment, focusing solely on the conversation, not interrupting, and confirming interpretations with the speaker.

Telephone Personality Factors

The use of proper enunciation, diction, pitch, clarity, and a pleasant inflection with a friendly, warm tone.

Answering Promptness

The professional standard of answering the telephone quickly and always by the third ring.

Identifying the Facility and Caller

The process of identifying the facility first, stating one's name, and asking for the caller's name if not provided (using it at least three times during the conversation).

Screening Incoming Calls

The process of determining the nature of a call and learning the physician's preferences for receiving or returning calls.

Seven Elements of a Telephone Message

Name of caller, name of recipient, contact numbers, reason for call, action to be taken, date and time of call, and initials of the person taking the call.

STAT

A designation on radiology or laboratory reports indicating that the physician wants the results immediately.

Release of information form

A document that must include an expiration date and the patient's written permission before information can be given to a third-party caller.

U.S. Time Zones

The four divisions of the continental United States consisting of Pacific, Mountain, Central, and Eastern.

Directory Assistance Access

A method for obtaining long distance numbers by dialing 1, the area code, and then 555-1212.

Answering Service

A service where an actual person answers the call after office hours, which can be comforting for patients.

Automatic Call Routing

A system where a caller is given a menu of choices to efficiently handle a large volume of calls.

Patient Coaching

Recordings that offer health information or announcements about special events that play while patients wait on hold.