Telephone Procedures in Healthcare

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Chapter 6

Telephone Procedures

Copyright © 2008 Delmar Learning. All rights reserved.

Objectives
• Review the learning and performance objectives for this chapter • By the end of this chapter, demonstrate the procedures in the textbook and the job skills in the workbook

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Heart of the Health Care Professional
• Service
– The telephone becomes a lifeline to a patient calling in distress.

3
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Communication by Telephone
• • • • • Public relations Good listening habits Ability to interact verbally Cheerful, calm, courteous Friendly, efficient

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Telephone Equipment
• Touch-Tone Telephone
– 12-Button – Wireless headset

• Cellular
– Not Secure

• Pager
– When a ringing phone is inappropriate
5
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Telephone Services
• • • • • • Speed dialing Redialing Call forwarding Call waiting Caller ID Speakerphone – Remember patient privacy
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Telephone Services
• Automated attendant
– Route calls to appropriate personnel – Option to talk to live person

7
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Telephone Services
• Voice mail
– Voice mail guidelines – Leaving a voice mail message
• Confidentiality • Review procedure 6-1

8
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Telephone Services
• Answering service
– Used when office is closed – Taking messages
• Review procedure 6-2

• Answering machine
– Less personal – Programmable

9
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Telephone Policies and Procedures
• Telephone guidelines
– Answer incoming calls
• Review Procedure 6-3

– Place outgoing calls
• Review Procedure 6-4

10
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Telephone Policies and Procedures
• Telephone screening and triage
– Gather information – Prioritize – See Tables 6-1 and 6-2

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Telephone Policies and Procedures
• View the following video scenario, and discuss the things the medical assistant does wrong • Scene - The Wrong Way to Screen a Call

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Copyright © 2008 Delmar Learning. All rights reserved.

Telephone Policies and Procedures
• Now, view this video scenario, which shows proper screening techniques • Scene - Telephone Screening and Triage

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Telephone Policies and Procedures
• Policies in patient information booklet
– Office hours – Emergency numbers

14
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Telephone Policies and Procedures
• Policies in office procedure manual
– Urgent and emergent telephone calls
• Establish protocols • Identify and manage emergency calls • Procedure 6-5

15
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Telephone Policies and Procedures
• Responses to typical telephone calls
– See Examples 6-3 Through 6-14 – Caller who fails to identify him/herself – Referral inquiries – Insurance queries – Prescription calls – Caller who will not terminate conversation 16
Copyright © 2008 Delmar Learning. All rights reserved.

Telephone Policies and Procedures
• Responses to typical telephone calls
– Angry caller concerned about a bill or delinquent account • Review Procedure 6-6

– Inquiries from outsiders about patients – When the physician is not in the office – When another physician calls

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Copyright © 2008 Delmar Learning. All rights reserved.

Telephone Policies and Procedures
• Responses to typical telephone calls
– When the physician is busy – Verifying a statement made by the caller – Obscene or crank calls – Complaints – Personal calls

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Copyright © 2008 Delmar Learning. All rights...
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