Kinn’s Medical Assistant Chapter 8: Telephone Techniques

What is a feature of a multiple-line telephone system?

It allows for call transfers and conference calls.

What ergonomic benefit does a headset provide?

It can improve ergonomics and reduce neck strain.

Name two features commonly found in a multiple-line telephone system.

Caller ID and voice mail.

What is a potential issue with cell phones in a healthcare facility?

Cameras can capture confidential information.

What is active listening?

Being present, focusing on the conversation, and confirming understanding.

How should one develop a pleasing telephone personality?

Use proper enunciation, a friendly tone, and avoid medical jargon.

What should you do before making a call?

Have all necessary information ready and prepare a list of questions.

What is the importance of confidentiality in telephone communication?

All communication must maintain patient confidentiality.

When should you answer the telephone in a medical office?

Quickly, and always by the third ring.

What should you do if a caller does not identify themselves?

Ask who is calling and write down their name immediately.

What information should you gather when screening incoming calls?

The caller's phone number, location, chief symptoms, and history.

What is the role of a telephone screener?

To follow protocols and ensure unauthorized personnel do not give advice.

What should you do when placing callers on hold?

Keep them on hold as short a time as possible and check back once per minute.

What is the correct procedure for transferring a call?

Ask permission, identify the caller, and inform the receiving party.

What information should be recorded when taking a message?

Caller's name, reason for call, contact numbers, and action to be taken.

What is required after taking a telephone message?

Necessary action must be taken to complete the message procedure.

How long should handwritten message pads be retained?

For the period of the statute of limitations.

What information is needed for prescription refill requests?

Medication name, dosage, daily pill count, and pharmacy preference.

Why is knowledge of time zones important for outgoing calls?

To ensure calls are made at appropriate times.

What is the purpose of directory assistance?

To help locate phone numbers for various contacts.

How are answering services used in healthcare facilities?

To manage incoming calls and ensure patient needs are addressed.

What should you do if an emergency call comes in?

Route it immediately to the provider.

What is the importance of documenting calls?

To maintain accurate records and assist in patient care.

What is a common guideline for handling difficult calls?

Remain calm and professional, and listen to the caller's concerns.

What should be done if a caller prefers to leave a voicemail?

Ask if they would like to leave a message or take a message.

What should be prepared for patients requesting directions to the office?

An accessible, clear set of directions from various points, along with a map on the office website.

How should inquiries about bills be handled?

Obtain the ledger, assist with routine questions, arrange payment plans, and refer to the billing office if necessary.

What should be done when a patient inquires about fees?

Provide estimates of fees before the visit and explain that fees may vary based on the patient's condition and tests ordered.

What information should be kept updated for questions about participating providers?

An updated list of valid insurance plans.

How should requests for assistance with insurance be addressed?

Answer inquiries patiently and provide help, as the medical facility typically files insurance claims.

What is the protocol for urgent radiology and laboratory reports?

Fax, telephone, or email reports to the physician's office and relay them immediately if marked STAT.

What should be done if a patient reports satisfactory progress after a visit?

Take the call and relay the information to the physician.

How should unsatisfactory progress reports be handled?

Do not give medical advice; make detailed notes and present them to the physician.

What is the procedure for requests for test results?

The physician must see results first; only provide abnormal results if authorized and refer questions to the physician.

What must a patient do before information can be given to third parties?

The patient must give permission and complete a release of information form.

How should complaints about care or fees be addressed?

Review the bill with the patient, offer to research the issue, and reassure the patient of your willingness to help.

What should be done when handling calls from staff members' families or friends?

Follow the physician's instructions and be tactful.

What is the recommended approach for angry callers?

Acknowledge the importance of the call, reassure the caller, and remain calm.

How should aggressive callers be treated?

Maintain a calm demeanor, explain when they can expect a response, and do not let aggression dictate your actions.

What should be done with unauthorized inquiry and sales calls?

Politely deny requests for information and keep sales calls brief.

How can communication be improved with callers who have difficulty communicating?

Use listening skills and ask clarifying questions.

What is important to remember about time zones when making calls?

Call during business hours when someone will be available to answer questions.

What should be avoided when leaving a voice mail for a patient?

Do not mention 'doctor,' test results, or the purpose of the appointment.

What is the purpose of using directory assistance for long-distance calling?

To obtain numbers quickly and efficiently.

What is the role of answering services in healthcare?

To ensure patients can contact their provider in emergencies after office hours.

What is automatic call routing?

A system that gives callers a menu of choices to efficiently handle a large volume of calls.

What should be done to protect confidentiality when leaving messages?

Ensure sensitive information is not overheard and follow facility policies.

What legal considerations should be kept in mind during phone communications?

Telephone and message records may be used as evidence; avoid personal calls during work hours.