Ch 7: Telephone Techniques Lesson 1: Telephone Techniques

1. Ch 7: Telephone Techniques Lesson 1: Telephone Techniques

2. Lesson Objectives Upon completion of this lesson, students should be able to … • Define, spell and use key terms • Answer telephone in professional manner with proper greeting and pleasant tone. • Use hold function effectively and professionally. • Take detailed and efficient telephone messages.

3. Lesson Objectives • Adhere to HIPAA guidelines while placing telephone calls to patients. • Describe telephone triage and how it is used in medical office. • Handle difficult callers. • Place long distance calls and conference calls. • Handle emergency phone calls.

4. Key Terms • Answering service • Automated Assistance Device (AAD) • Caller ID • Hold • Queue • Referral • Telephone Triage • Conference Call • Voice messaging system • Clarity • Ability to be understood • Enunciation • Clear articulation and pronunciation of words • Inflection • changes in pitch and tone of way you utter your words and phrases. • Pitch • Frequency (octave) of voice high or low) • Tone • Attitude, emotions in voice

5. Key Terms (cont) • Acute – sudden unexpected • Chronic – long term > 6 mo. • Exacerbation – sudden flareup or worsening of chronic condition (ex. Asthma) • Remission – state of stable or no symptoms of chronic condition, may be temporary or permanent

6. Telephones in Medical Office • Lifeline of office • Often first form of communication between office and patients • First Impressions!

7. Guidelines to Answering the Office Telephone • Smile • Answer phone by third ring • Provide friendly, professional greeting • Speak clearly and use good enunciation • Give attention to pitch and tone of one’s voice • Identify caller • Be a screen not a block

8. Elements of a Professional Greeting • Good morning or afternoon • Name of office/physician • Name of individual answering the phone • Offer to assist Good morning, Dr. Jones’ office, Lori speaking, how may I help you?

9. Types of Business Telephone Systems

10. Pronunciation/Enunciation

11. Guidelines on Making Calls • Access outside line as required • Dial area code if necessary • Identify receiver to ensure correct person • Do not disclose confidential information to unauthorized person • Know policies of office regarding personal calls

12. Guidelines on Using the Hold Button • Individual should not be left on hold for more than about 30 seconds. • When taking second call, ask first caller if OK to be placed on hold. • Ensure second caller not emergency and then return and finish 1st caller prior to handling issues with second caller.

13. Guidelines on Using Hold Button • If information must be retrieved for caller, ask to place caller on hold. • Don’t allow too much time to pass prior to responding or asking for more time. • Indicate when callback may be required.

14. Learning About Phone Features • Voice messaging system • Call forwarding • Caller ID • Privacy manager • Speakerphone and headsets

15. Pagers and Cell Phones • Know policy of office regarding personal use • Obtain necessary numbers and codes to contact physician by pager and/or cell phone • Follow hospital building policies on usage of pagers and cell phones

16. Telephone Etiquette For a video on Telephone Etiquette go to MyHealthProfessionsKit.com or insert the DVD-Rom found in the back of your book.

17. Patient Phone Calls in Medical Office • Due to high volume of calls voice mail systems often used • MA often responsible for retrieving and responding to messages • Messages should be checked at least twice/day

18. Dealing with Difficult Calls • Pt who refuses to identify him/herself • Persistent talker • Angry patient

19. Handling Nonpatient Calls • Sales calls • Reports from hospitals and other facilities • General office matters • Physician’s personal calls • Calls from another physician • Obscene or prank calls

20. Telephone Triage • Determining order of PRIORITY, importance for pt calls • Is this emergency? May I place you on hold? • Important to ask questions to gather necessary information • Information required from pt: • Name and number • DOB • Date and time of the call • Patient’s physician • Medications patient may be taking • Allergies patient may have • Patient’s insurance • Patient’s complaint

21. Items Required When Taking Message • First and last name of caller • If pt, verify ID (DOB) • Telephone number of caller • Reason for call • Name of person caller trying to reach

22. Guidelines for Taking Message • Have pen and paper ready • Obtain necessary information • Patient Name, Tel #, DOB (or last 4 of social if two pt with same name/ DOB) • Clarify message with caller • Repeat telephone number for call back • Pull pt medical record if required for call back. • Attach message to front of chart. • Ensure telephone message gets placed in pt’s chart as documentation of call • Follow confidentiality rules regarding pt information

23. Taking Messages • Must Prioritize • Appointment requests • Triage, urgency • Insurance and billing questions • Questions related to fees • Office hours and directions • Can be handled by AAD • Laboratory test results • Need to know if critical to notify MD right away! • Follow-up calls from patients • Referral requests • Rx refill requests • Urgency?

24. Prescription Refill Requests • Name of med/dose/frequency • What is it for? • Urgency (ran out of meds?) • Prescription refill requests must be signed-off by MD • May be faxed or sent electronically to pharmacy • Cant refill narcotics over phone, pt must come in for appt and new Rx • Message may need to be attached to chart prior to obtaining physician’s approval

25. Telephone Tools • White pages • Provide name, address and telephone numbers of residences • Yellow pages • Provide name, address and telephone numbers of businesses • Other resources found in the telephone book include: • Emergency numbers, local government numbers, national area codes, zip codes, and information on making long distance (including international) calls • Internet resources

26. Purpose of Telephone Log • Typically used to keep track of long distance calls • Helps to identify any long distance calls that were not work-related

27. Purpose of a Telephone Log • Information usually found on logs includes: • Name of person called • Facility or company being called • Number being called • Name of the person placing the call • Date and time of call • City and state where call placed • Duration of the call • Purpose of the call

28. Placing Long Distance Calls • Direct Distance Dialing (DDD) • Area codes are listed in the front section of the telephone book • Directions for international calls in phone book • Collect calls • Charges of call are billed to person receiving call • Receiving person must indicate to operator that charges will be accepted • Typically offices do not accept collect calls

29. Purpose of Using an Answering Service • Provides coverage 24 hours/day • Takes messages for non-emergency calls • Contacts physician by pager or telephone for emergency calls

30. Handling Emergency Calls • Every office should have written protocol • Immediately get caller’s name and telephone number • Ask specific questions to determine situation • If emergency, alert physician and/or call 911 • Try and calm individual

31. Heart attack Asthma attack Allergic reaction Gunshot/stabbing wound Drug overdose Broken bone Eye injury/foreign body Difficulty breathing Loss of consciousness Profuse bleeding Severe vomiting High fever Types of Emergencies

32. Conference Calls • Can set up ahead of time • Need • Participants names and phone # • Date and time of conference • Conference ID and phone number for participants to call in • Can use • WebEx, Go to Meeting • Mikogo • Skype • Beam Your screen • Anymeeting.com

33. Staff Meetings • Agenda – plan • Minutes – detailed notes of what occurred during meeting • Pearson Physicians Group • Staff Meeting Agenda • Date: December 19, 20XX • Time: 4:30–5:30 P.M. • Place: Staff Conference Room • Time Agenda Person Responsible • 4:30 Introduction of new staff Review of last meeting’s minutes T. Washington, Office Manager • 4:35 New policies • 4:45 Problems with insurance L. Turner/Insurance Coding Clerk • 4:55 OSHA protocol for needlesticks K. Wall/Lab Tech • 5:05 Vacation schedules T. Washington • 5:10 New office location Dr. McWalter • 5:20 New business Tania Washington • 5:30 Meeting adjourned

34. Figure 7-7 Conference calling

35. Figure 7-8 Having a time zone map located near the telephone will assist you when making long distance calls outside your time zone.

36. Questions? • Practice taking messages • Audio CD, need blank message pads! • Role play Telephone Scenarios • Need blank message pads! • Billing Question Ruth Atkins • Refilling a prescription • Controlled substance Request • Laboratory Results • Medication Side Effects