Telephone Techniques

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Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Telephone Techniques Chapter 9

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Telephone Techniques. Chapter 9. This chapter will examine:. How to develop a pleasing telephone voice Correct use of the handset How to handle callers who wish to speak to the physician The items needed to take an accurate telephone message How to handle difficult callers - PowerPoint PPT Presentation

Transcript of Telephone Techniques

Page 1: Telephone Techniques

Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved.

Telephone Techniques

Chapter 9

Page 2: Telephone Techniques

Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 2

This chapter will examine: How to develop a pleasing telephone voice Correct use of the handset How to handle callers who wish to speak to the

physician The items needed to take an accurate telephone

message How to handle difficult callers Questions to ask during an emergency call

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Calls in the Physician’s OfficeMost incoming calls are from these sources: Established patients calling for appointments or to ask

questions New patients making a first contact with the office Patients and medical workers reporting treatment results or

emergencies Other physicians making referrals or discussing a patient Laboratories reporting vital patient information

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Effective Use of the Telephone The telephone is one of the most valuable tools

used in the physician’s office. Medical assistants must project a caring attitude

when speaking to those who call the facility.

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Effective Communication Active Listening –

– Focus attention on the call at hand.– Give the caller the same attention as would be given to

a face-to-face visitor.– Listen for clues about the patient. Is he or she

distressed? Agitated? Fearful? Use a Pleasing Voice

– Callers should “hear a smile.”– Enunciate clearly.– Use inflections.

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How something is said to a patient is just as important as what is said.

Remember, the patient may be stressed or worried about his or her condition.

Every caller should feel that the medical assistant has time to address his or her concerns.

Talk naturally. Avoid using professional jargon. Do not eat, drink, or chew gum while on the

phone

Points to Remember

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Holding the Handset Correctly Place the handset so that your voice is heard

clearly and distinctly. The mouthpiece should be about 1 inch from the

lips and directly in front of the teeth. Never hold the mouthpiece under the chin. Speak directly into headset mouthpiece.

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Maintaining Confidentiality All communications in the healthcare facility are

confidential. Use discretion when using the name of the

caller. Be careful about being overheard. Never use speakerphone to retrieve messages.

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Thinking Ahead Have the patient’s chart or bill at hand before

dialing the phone. Write down a list of questions or goals for the

conversation. Keep the call short to free phone lines. Keep a list of frequently called numbers for staff

use and to offer to patients.

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Techniques for Incoming Calls

Answer promptly. Always answer by the third ring. Place subsequent calls on hold and take care of

calls in order. Make certain the call is not an emergency. Keep focus on the call. Never answer by stating “please hold” without

verifying that the patient is able to hold.

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Techniques for Incoming Calls

Identify the facility. Use a telephone greeting as set forth in the policy

and procedure manual. The title “doctor” may need to be avoided,

depending on the type of practice. Salutations such as “good morning” are optional.

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Techniques for Incoming Calls

Identify the caller. Ask who is calling. Repeat the caller’s name often. If the caller refuses to identify himself or herself,

politely refuse to forward the call to the physician.

Refer the call to the office manager.

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Techniques for Incoming Calls

Screen incoming calls. Put calls from other physicians through at once,

unless the policy manual requires other action. Identify the caller. Determine who should receive the call. Take an accurate phone message. Cultivate a reputation for being helpful and

reliable.

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Techniques for Incoming Calls

Minimizing wait time. Ask the caller if he or she prefers to wait. Return to the call often. Give the caller an estimate as to the length of

time he or she will have to wait. Thank the patient for waiting.

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Techniques for Incoming Calls

Transferring a call Ask permission to place the patient on hold. Call the person the patient wishes to speak to,

and state that the call is being transferred. Transfer the call. Always send the call to the person who knows the

most about the situation .

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Techniques for Incoming Calls

Taking a phone message Name of person calling Name of person the call is for Caller’s phone numbers Reason for the call Action to be taken Date and time of the call Initials of person taking the message

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Techniques for Incoming Calls (cont’d)

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Taking Action on Phone Messages Make certain that phone messages receive

follow-up. Never trust memory alone for follow-up on

messages. Establish a follow-up procedure to ensure that

messages are not missed and that follow-up is conducted on each message.

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Ending a Call Stick to business during the call. Do not encourage chit-chat, but maintain a

friendly attitude. Ask if the patient has any further questions or if

you can assist him or her in other ways. Close the conversation, and let the patient hang

up first. Replace the handset on the cradle gently.

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Retaining Records of Telephone Messages

Develop a policy for message retention. Many offices keep messages for the same

amount of time records are kept. Phone records include telephone bills. Keep message pads. Use message pads that make a copy of the

message. Document the number of attempts to return calls.

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Typical Incoming Calls New patients scheduling appointments Established patients scheduling appointments Patients needing directions Inquiries about bills and fees Insurance provider questions Requests for assistance with insurance Radiology and laboratory reports Satisfactory progress reports from patients Routine reports from hospitals and other sources Office administration matters Requests for referrals Prescription refills

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Special Incoming Calls Patients refusing to discuss symptoms Unsatisfactory progress reports Requests for test results Requests for information from third parties Complaints about care or fees Calls from the physician’s family or friends Call from staff members’ family and friends Angry or aggressive callers Emergency callers

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Questions to Ask during an Emergency Call

At what telephone number can you be reached? Where are you located? What are the chief symptoms? When did they start? Has this happened before? Are you alone? Do you have transportation?

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Triage Guidelines One individual is often assigned triage duties. A written emergency protocol should be close to

each phone. Employees must not give any advice not on the

written protocol. Emergency phone numbers should be available. Make certain that the physician can always be

reached.

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Getting Information the Physician Needs

Listen carefully to the physician when he or she is questioning patients about their symptoms.

The medical assistant will learn to anticipate the physician’s needs.

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Outgoing Calls Plan outgoing calls in advance. Have all information handy when making the call. Make a list of questions. Be courteous and use good diction and

enunciation skills. Make all outgoing calls at once to use time to the

best advantage. Organizing calls increases office efficiency.