TELEPHONE PROCEDURES AND SCHEDULING

1. TELEPHONE PROCEDURES AND SCHEDULING Chapter 4

2. Telephone Procedures and Scheduling • Learning Objectives • Describe the telephone skills that an administrative medical assistant should have to properly handle incoming calls. • Discuss the importance of planning outgoing calls and the procedure for making them. • Explain the various ways an administrative medical assistant follows through on calls. • Discuss the major methods for scheduling appointments and the guidelines for determining in what order patients should be seen by the physician. Chapter 4

3. Telephone Procedures and Scheduling • Learning Objectives • Discuss the ways in which an administrative medical assistant can help keep the office on schedule. • Discuss the types of appointments that may be scheduled out of the office and the patient information required for each type. Chapter 4

4. Double-booking appointments Fixed office hours No show Screening calls Telephone etiquette Triage Wave scheduling Key Terms Chapter 4

5. Telephone Etiquette • Use a “voice with a smile” • Speak distinctly and clearly • Be prompt in answering • Use an appropriate greeting • “Good Morning” or “Good Afternoon” • Identify the practice and yourself • End call with “goodbye” and the caller’s name Chapter 4

6. Screening Calls • Means evaluating calls to decide on appropriate action • First determine the nature of the call • Message-taking situation • Call to be transferred to the physician or nurse • Emergency call • Nonmedical screening situation Chapter 4

7. Taking Messages • Always have pencil and paper or message slips on hand • Make notes as information is given • Ask to have important information repeated • Verify information • Coordinate with answering service Chapter 4

8. Outgoing Calls • Planning the call • Whom to call/ask for • Information to give/get • Questions to ask • When to call • What-if situations • Resources • Telephone directories • Automated telephone features Chapter 4

9. Outgoing Calls • Placing the call • Identify physician and yourself • State reason for call • Provide necessary information • Ask for information • Listen and make notes • Verify information • Answering machine • Confidentiality Chapter 4

10. Using the Fax Machine • Stand-alone fax machine or computer fax • Guidelines • Contact receiver before transmitting the fax • Send a release of information with a fax cover letter • File the original fax cover letter in chart • Request a signed return receipt of fax Chapter 4

11. Using E-mail • Saves time • Conveys messages quickly • Allows flexibility • Subject to same strict privacy rules as other communications • Confidentiality Chapter 4

12. Follow Through on Calls • Important to follow through on all requests and instructions • Enter messages in patient’s medical record • Attach message slip to patient medical record • File any notes dictated by physician Chapter 4

13. Appointment Schedules • Physician’s policy • Office hours • Basic schedule of physician(s) and office • Length of time required for appointments • Based on procedure, equipment used, and amount of time usually spent with patients • Other policies, preferences, and obligations of the physician Chapter 4

14. Types of Scheduling • Scheduled appointments • Fixed office hours • Wave scheduling • Double-booking appointments • Computer scheduling • Medical record notation of cancelled or missed appointments (no shows) Chapter 4

15. Triage • Using good judgment to determine how soon a patient needs to be seen • “Stat or today” appointments • “Tomorrow” appointments • “Later” appointments • Emergencies • Have patient hang up and dial 911, OR • Go directly to emergency room • Patient preference in scheduling Chapter 4

16. Patient’s First and last name Telephone number Address DOB Reason for appointment Patient’s status NP or EP Referring physician Insurance provider Notes on tests or x-rays Necessary Datafor Scheduling Chapter 4

17. Keeping on Schedule • Irregular appointments • Walk-ins, emergencies, work-ins (referred patients) • Late patients • May need to be rescheduled • Extended appointments • Out-of-office emergencies • Inform patients if running late • Leave open slots for catch up Chapter 4

18. Registering Arrivals • Verify patient’s name, address, and other information • Verify insurance information • Complete any necessary forms • Make sure patient uses sign-in sheet • Keep patient names on sheet confidential Chapter 4

19. Canceling and Rescheduling • Suggest scheduling a new appointment time • Make notation in patient medical record • In manual schedule, draw line through appointment • Record no shows in patient medical record Chapter 4

20. Recall Appointments • Follow time frame given in physician’s instructions • Give patients appointment cards • For appointments far in the future, have patient complete a postcard to be sent as a reminder • Computerized scheduling will print out reminders automatically Chapter 4

21. Out-of-Office Appointments • Hospital admissions • Surgical and diagnostic procedures • Complete name, address, DOB, and telephone number of patient • Diagnosis or problem • Date and time desired • Preadmission or preprocedure tests, instructions/preparations • Previous admissions/procedures Chapter 4

22. Matching Triage Screening calls Fixed office hours Wave scheduling No shows Combining fixed office hours with scheduled appointments. Quiz • Hours in which the physician is available to see patients. • Evaluating calls to decide on the appropriate action. • Patients who, without notice, fail to appear for the appointment. • Using good judgment to determine how soon a patient needs to be seen. Chapter 4

23. Critical Thinking • Why is it important for an administrative medical assistant to follow through on all requests made in phone calls? Students should include reasons such as the importance of providing competent and complete medical care, keeping accurate medical records, and courtesy. Chapter 4