Telephone Techniques

1. Telephone Techniques Chapter 9

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

3. Calls in the Physician’s Office Most 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

4. 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.

5. 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.

6. Points to Remember • 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

7. 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.

8. 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.

9. 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.

10. 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.

11. 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.

12. 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.

13. 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.

14. 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.

15. 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 .

16. 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

17. Techniques for Incoming Calls (cont’d)

18. 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.

19. 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.

20. 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.

21. 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

22. 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

23. 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?

24. 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.

25. 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.

26. 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.