Telephone Techniques

1. 11 Telephone Techniques

2. Learning Outcomes 11.1 Explain the importance of communication skills. 11.2 Explain how to manage incoming telephone calls. 11.3 Describe how the Health Insurance Portability andAccountability Act (HIPAA) applies to telephonecommunications. 11.4 Describe the procedure for calling a new prescription or prescription renewal into a pharmacy.

3. Learning Outcomes (cont.) 11.5 Compare the types of calls the medical assistant handles with those the physician or other staffmembers handle. 11.6 Describe how to handle various types of incoming calls from patients and from others. 11.7 Discuss the importance of proper telephone etiquette. 11.8 Describe the procedures for taking telephone messages.

4. Learning Outcomes (cont.) 11.9 Explain how to retrieve calls from an answering service. 11.10 Describe the procedures for placing outgoing calls. 11.11 Explain the function of telephone triage in the medical office. 11.12 Explain the uses of a facsimile machine in a medical office.

5. Introduction • Telephone calls must be professionally and effectively handled • Telephone etiquette • Common courtesy • Proper pronunciation, tone, and enunciation • How to handle difficult situations and complaints • How to document messages

6. Using the Telephone Effectively (cont.) • Good telephone techniques leave the patient with a positive impression of • You • The physician • The practice  Good telephone management shows that the staff is Poor telephone management results in • Caring • Attentive • Helpful • Bad feelings • Misunderstanding • Unfavorable impressions

7. Communication Skills • Using tact and sensitivity • Showing empathy • Giving respect • Being genuine

8. Communication Skills (cont.) • Displaying openness and friendliness • Refraining from passing judgment or stereotyping • Being supportive • Asking for clarification and feedback

9. Communication Skills (cont.) • Paraphrasing to ensure understanding • Being receptive to the patient’s needs • Knowing when to speak and when to listen • Being willing to consider other viewpoints

10. Communication Skills (cont.) Complete Concise Clear The 5 Cs of Communication Cohesive Courteous

11. Apply Your Knowledge 1. What two things does proper telephone management do? ANSWER: Proper telephone management keeps patients informed and ensures patient satisfaction.

12. Apply Your Knowledge 2. What are the 5 Cs of communication and what does each mean? • ANSWER: The 5 Cs of communication are: • Completeness – the message must contain all needed information • Clarity – it should be legible and free from ambiguity • Conciseness – it should be brief and direct • Courtesy – it should be respectful and considerate • Cohesiveness – it should be organized and logical Certainly!

13. Guidelines for Managing Incoming Calls • Answer calls promptly • Be able to take a message • Greet the caller with the medical office name and your name • Identify the caller and demonstrate a willingness to assist him or her • If the caller does not give his or her name, ask for it

14. Guidelines for Managing Incoming Calls (cont.) • Be courteous, calm, and pleasant • Identify the nature of the call • Use the caller’s name when saying goodbye at the end of the call • Comply with HIPAA guidelines for confidentiality of patient information

15. Screening Calls • Tips • Find out who is calling • Ask what the call is in reference to • Helps to determine who can handle the call • Decide whether to put the call through • Do not put through callers who refuse to identify themselves • Determine what to do if the call is personal

16. Routing Calls • Follow the office policy to determine calls that should be • Put through immediately • Returned later • Handled by another staffmember other than the physician Generally, three types of calls are received in the office: 1)Administrative Issues 3)Clinical Issues 2) Emergency Calls

17. Reports from hospitals and patients Referral requests Prescription renewals (if previously approved by the physician) Patient complaints regarding administrative issues Routing Calls (cont.) • Calls handled by the medical assistant • Appointments • Billing inquiries • Insurance questions • Diagnostic reports (lab and x-ray) • General administrative questions

18. Routing Calls (cont.) • Calls requiring the doctor’s attention • Emergency calls • Calls from other physicians • Patient requests regarding test results • Patient requests to discuss their symptoms • Requests for prescription renewals • Personal calls A routing list specifies who is responsible for handling certain types of calls.

19. Apply Your Knowledge The medical assistant is just returning from lunch, and the office telephone is ringing. When the medical assistant answers, the caller interrupts her greeting and says, “No, do not put me on hold again, I have been on hold for 10 minutes!” How should the medical assistant respond to this caller? ANSWER: The medical assistant should remain calm, allow the caller to express his or her concerns, apologize for any inconvenience, and inform the caller that you would like to help. The MA should not attempt to shift the blame by telling the caller that he or she was just returning from lunch and instead should put effort into assisting the caller. Very Good!

20. Types of Incoming Calls

21. Types of Incoming Calls (cont.)

22. Emergency Calls • Must be routed to the physician immediately • Includes serious or life-threatening conditions such as • Severe bleeding • Drug reaction • Injuries • Poisoning • Suicide attempts • Severe burns • Loss of consciousness 911

23. Types of Incoming Calls (cont.) • Never use office phone for personal calls • Limit cell phone use to essential calls only • HIPAA and confidentiality apply to telephone calls • Attorneys • Follow office guidelines carefully • Never release any patient information unless the physician authorizes you to do so

24. Types of Incoming Calls (cont.) • Other physicians • Route calls to the physician • Do not disclose any patient information • Salespeople • Request that information be mailed to you about new products • Pharmaceutical representatives may be seen by the physician • Conference calls

25. Apply Your Knowledge A medical assistant working in a large medical/surgical practice answers the telephone. The caller states “Hi, I’m Dr. X., did Dr. C. perform Mrs. A. W.’s surgery yesterday?” How should the medical assistant respond? ANSWER: The medical assistant should request that Dr. X hold to speak with the physician. You may not disclose any information concerning a patient, including whether or not patient A.W. had surgery, even to a physician. In addition, this may not really be Dr. X. Excellent!

26. Using Proper Telephone Etiquette • Customer service is critical • Use your telephone voice • Speak directly into the receiver • Be friendly; convey interest and respect • Use non-technical language, but never use slang • Use a normal tone, but attempt to vary your pitch • Pitch is the high and low level of your speech • Make the caller feel important!

27. Saying words correctly • If the name is difficult to pronounce, ask the patient how it is pronounced Pronunciation Tone • Positive • Respectful Enunciation • Saying words in a clear and understandable manner • Eating, chewing gum, and incorrect placement of the phone interfere with enunciation Using Proper Telephone Etiquette (cont.)

28. Making a Good Impression • Project an attitude of helpfulness • Always refer to the caller by name • Thank the caller before hanging up Exhibiting courtesy • Give the caller the same level of attention as if he or she were right in front of you • Listen attentively to get accurate information Giving undivided attention • Always allow the caller to state the purpose of the call prior to placing the caller on hold • If the wait will be lengthy, offer to call back instead of placing the caller on hold • Return to the caller at 2-minute intervals Putting a call on hold

29. Making a Good Impression (cont.) • Handling difficult situations • If the call is not an emergency, and you are in the middle of an urgent situation, offer to return the call • Remembering patient names • Using the caller’s name during a conversation makes the caller feel important • Checking for understanding • Ask questions to ensure that the caller understands what you have discussed and that you understood the caller

30. Making a Good Impression (cont.) • Communicating feelings • Try to communicate an understanding of the caller’s feelings (empathy) • Callers tend to have a better perception of the office if empathy is communicated • Ending the conversation • Summarize important points • Thank the caller for calling (use the caller’s name) • Allow the caller to hang up first

31. Apply Your Knowledge What should you do when you have to place a caller on hold? ANSWER: When a caller has to be placed on hold, first ask the purpose of the call. Then tell the caller why you need to place him or her on hold and how long the wait will be. Check with the caller at frequent (2-minute) intervals. Offer to call back if the wait will be lengthy. Super Answer!

32. Taking Messages • Documenting calls • Protects the physician against legal action • Document in the patient record • Clinical issues • Referrals • Messages must be accurate and legible

33. Contents of a Telephone Message Pad TO:____________________________________________ Date_________________ Time______________ Message FROM:_________________________________________ Telephone ( )__________________extension________ Message Details: Your name or initials Taking Messages (cont.) Always keep a pen and paper near the telephone so you are prepared to record the message.

34. Telephone Logs • Manual • Spiral-bound, perforated message book • Top copy or original is given to the message recipient and a copy is kept in the book • Electronic • Message is keyed in as it is received • Copy can be saved, printed out, or e-mailed

35. Taking Messages: Tips • Keep pen/pencil on hand • Take notes as information is given • Verify spelling • Verify callback number • Do not make a commitment on behalf of someone else

36. Message Taking Messages (cont.) • Ensuring correct information • Get the correct spelling of the caller’s name • If you have to pull the patient record, ask for date of birth • Repeat key points for verification • Maintaining patient confidentiality • Do not repeat any confidential information over the telephone • Maintain confidentiality with written messages

37. Apply Your Knowledge Right! Answer True or False to the following: ___ Documenting calls can protect against legal actions. ___ Confidentiality is just as important when making telephone calls as in written communication. ___ You should ask for the patient’s SSN if you have to pull his/her record. ___ You should repeat key points to verify information. T T F Date of birth T

38. Telephone Answering Systems • Single telephone or complex multiline systems • Common equipment and services used in the medical office • Automated voice mail • Answering machine • Answering service

39. Telephone Answering Systems(cont.) • Retrieving messages from answering service • Set a regular schedule and call at scheduled times • Identify yourself and the practice name • Write down all pertinent information on telephone log • Repeat the information to verify • Route messages per office policy

40. Apply Your Knowledge What steps should you take to retrieve messages from an answering service? • ANSWER: To retrieve messages from an answering service you should • Set a regular schedule and call at scheduled times • Identify yourself and the practice name • Write down all pertinent information on telephone log • Repeat the information to verify • Route messages per office policy CORRECT!

41. Placing Outgoing Calls • Locating telephone numbers • Patient record • Office file of commonly used numbers • Telephone directory, directory assistance, or the Internet • A fee is charged for directory assistance

42. Placing Outgoing Calls (cont.) • Applying your telephone skills • Plan before you call • Double-check the phone number • Allow time for the person to answer • Identify yourself • Ask if the time is convenient • Be ready to speak when the person answers • Be sure the person has paper and pencil if you are giving information

43. Placing Outgoing Calls (cont.) • Arranging conference calls • Calls between several people at different locations • Remember the different time zones • Suggest several time slots as options

44. Apply Your Knowledge The medical assistant has been informed that the office physician and the consulting physician must speak with the daughter of an unresponsive patient recently diagnosed with a terminal condition. The daughter resides out of town. What would you do in this situation? ANSWER: This situation requires that three parties be able to communicate at the same time to each other. Setting up a conference call would be most plausible. PERFECT! • r

45. Telephone Triage Telephone triage is used as a process of deciding what action to take Learning the Triage Process • Telephone staff are given guidelines to handle common conditions • Telephone staff must determine whether caller requires additional care • Telephone staff cannot diagnose or treat • Specific information must be obtained, such as name, age, symptoms, and anxiety

46. Telephone Triage (cont.) • Automated telephone triage • Remind patients of upcoming appointments • Conduct patient surveys • Give patients test results • Managing referrals • Assist with preventive care

47. Telephone Triage (cont.) Level of Severity Categorizing the Problem • Manage by telephone • Manage in office • Send patient to emergency care facility • Advise the caller that the recommendations are based on the symptoms and are not a diagnosis • Have the caller repeat instructions you give • Instruct the patient to call back if symptoms worsen • Document critical elements of the conversation

48. Telephone Triage (cont.) Taking Action • Clinical triage – based on office guidelines • Determine extent of problem (Is this an emergency?) • Decide on appropriate action • Telephone situations must be handled correctly to protect the health and safety of the patient.

49. Great! Apply Your Knowledge What is telephone triage and what does it entail? ANSWER: Telephone triage is a process used to decide what action to take when a patient calls the office with a clinical problem. Telephone staff use office guidelines to determine a course of action based on the of the level of severity of the problem.

50. Telecommunications and Faxes • Automated telephone system • Recorded voice identifies department or services • Numbered choices • Facsimile (fax) machines • HIPAA guidelines must be followed for patient confidentiality • Fax machine should be located in secure location