Ch. 22 + 23 Scheduling, Reception, Telephone Equipment

Guidelines for scheduling

• Ensure patient health information is confidential.

• Speak with clarity and maintain a friendly and courteous tone.

• Ensure the information is complete and accurate.

• Avoid errors by repeating the information back to the patient.

• Determine and schedule the proper amount of time required for the appointment.

Conditions for a same day appointment

• Vaginal bleeding in a pregnant woman

• Burning, frequency, or urgency associated with urination, especially if accompanied by fever or blood in the urine

• Sudden illness or severe pain without bleeding, fainting, or loss of consciousness

• Fever (defined by office guidelines)

• Sore throat, especially with fever

• Wounds without fracture or dislocation

• Sprains and strains

• Nausea, vomiting, or diarrhea that has persisted for more than 2 or 3 days

Setting up a schedule matrix

1. Block off non-business hours

2. Block off when physician cannot see patients

3. Mark times when the physician is available

Steps for scheduling

1. Identify or obtain the patient’s full name and date of birth.

2. Determine the preferred provider and reason for the visit.

3. Ask the patient for any scheduling preferences.

4. Offer the patient a date and time for the appointment.

5. Repeat the information to the patient to confirm the appointment.

6. Document the patient’s name, correct amount of time, and reason for visit in the appointment schedule.

Angry callers

The MA should:

• Remain calm.

• Avoid getting defensive

• Express interest and understanding toward the caller’s problem.

Aggressive callers

The MA should:

• Handle the caller with a calm and poised attitude.

• Reassure the caller that the call is important.

• Express interest by listening actively and avoid getting defensive.

• Explain when to expect a response from the office.

Unauthorized inquiry callers

The MA should:

• Explain to the caller that the requested information cannot be provided without authorization based on privacy laws outlined by HIPAA.

• Refer insistent callers to the office managers.

Sales calls

The MA should:

• Keep the call quick and to the point.

• Give the salesperson an appointment probably during the lunch hour to discuss their product.

Language barriers

If English is not the primary language of the caller, the MA should use good listening skills and translation services. The MA should ask questions to ensure comprehension and avoid errors.

Callers with hearing loss

If the caller is deaf or has troubled hearing, the MA should speak clearly, concisely, and possibly, be louder.

Cognition barriers

If a patient has dementia or another type of condition that affects cognition, it may be difficult to communicate in a linear fashion. The MA must exhibit patience with these callers and must repeat the information more than once. 

Callers with injury or illness

• The caller may have injuries or illnesses that make speech difficult. For example, the caller might have suffered a paralytic stroke or has a sore throat, or even lost his or her voice.

• The MA should use good listening skills and ask for clarification, if required.

Multi-line telephone

each line has its own button. The button flashes when a call comes in for that specific line. The button also flashes in a different rhythm when a caller is on hold on that line. The flash serves as a reminder for the MA to confirm with the caller, if they would like to leave a message or remain on hold.

Headsets

A headset constitutes the combination of an earphone and microphone attached to the telephone by a cord. This device could even be wireless.

• Improves ergonomics and prevents neck strain

• Frees the hands to perform other tasks, such as to take a message or use the computer

Speakerphone/conference calls

• Important for communicating with groups of people

• A speakerphone is used when there are multiple people at a location using the same phone

• Conference calls help people from different locations connect to the same call

Caller ID

Enables the user to see the caller’s name and number before picking up the call

Voice mail

• Lets patients leave messages when the employee or employees cannot be reached in the office

• Often used in today’s facilities to prevent patients from being on hold for extended periods

• Messages should be checked frequently and calls returned promptly.

Speed-dialing

Enables users to call previously stored telephone numbers by just pressing one key. This helps save a lot of time spent in finding and dialing numbers.

Call forwarding

Allows patients to reach an employee at another phone line, so important calls are not missed while the medical assistant (MA) is busy with a patient or on another line

Intercom

• Notifies the staff members of an emergency

• Is important so that other employees can be paged or contacted quickly when needed

• Allows for communication without the use of the handset when there is an emergency or if providers or other employees need to be directed to a specific area, such as an examination room

Call hold

Allows the MA to politely interrupt the call so another call can be answered, information can be gathered for the patient, or other assistance can be made without the patient being exposed to noise in the office or other personal conversations of other patient

Answering services

Telephones in the healthcare facilities must be answered at all times including evenings, weekends, and holidays. A member of the answering services screens calls for the provider and determines, who needs to be contacted or if a message can be taken, depending on the information provided by the healthcare facility.

Automatic call routing

a telephone service that offers a menu of choices to the caller to press a number on the telephone keypad. Upon pressing the selected number, the telephone directs the call to the concerned department.

Benefits of mobile devices

• Increased portability

• Less expensive than landlines

• Free long-distance calls

• Free night and weekend minutes

Disadvantages of mobile devices

• Confidential information may be leaked through mobile devices.

• Calls may be received at inappropriate times, such as after hours.

Performing a telephone screening

• Identify the facility and give your name.

• Ask the caller’s name.

• Clarify if the caller is a patient, or calling about a patient, and obtain the patient’s name and date of birth.

• Listen to the reason for the call and determine if you can handle the call or if it should be routed to someone else.

• Take care of the caller’s needs

• Repeat information for clarification

• If the caller refuses to reveal his or her identity, explain to the caller that it is difficult to connect to the provider or the requested person without knowing who the caller is.

Taking a message

• Obtain the following information:

  • name of caller

  • identifiers

  • intended recipient of the call

  • date/time

  • return phone number

Reasons for outgoing calls

• follow-up calls to patients

• inquiring about a patient’s overdue account

• calls to medical equipment suppliers, insurance companies, other medical offices, laboratories, pharmacies, and hospitals

Appointment reminders

• placing reminder telephone calls to patients 24–48 hours before scheduling their appointments. Alternatively, medical offices can use automated Electronic Health Record (EHR) systems to perform this task.

• The HIPAA Privacy Rule permits health care providers to call patients and leave messages regarding their treatment only if the patient has not applied for a confidential communication.

Time zones

The medical assistant (MA) must keep time zones in mind while placing long-distance outgoing calls.

Long-distance calls

• An inexpensive way to make long-distance calls is to use a patient portal that allows long-distance calling through the computer without incurring long-distance charges

Follow-up calls

• Place the call and identify yourself to the person you are trying to reach.

• If you reach an answering machine/voicemail, identify yourself with the facility name and a phone number where you can be reached. Politely ask the patient to return the call.

• Provide information, but do not disclose any additional information that is beyond what the physician has authorized.