Telephone Procedures in Healthcare

Topics: Telephone call Pages: 7 (853 words) Published: April 11, 2013
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

2
Copyright © 2008 Delmar Learning. All rights reserved.

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

3
Copyright © 2008 Delmar Learning. All rights reserved.

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

4
Copyright © 2008 Delmar Learning. All rights reserved.

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

• Cellular
– Not Secure

• Pager
– When a ringing phone is inappropriate
5
Copyright © 2008 Delmar Learning. All rights reserved.

Telephone Services
• • • • • • Speed dialing Redialing Call forwarding Call waiting Caller ID Speakerphone – Remember patient privacy
6
Copyright © 2008 Delmar Learning. All rights reserved.

Telephone Services
• Automated attendant
– Route calls to appropriate personnel – Option to talk to live person

7
Copyright © 2008 Delmar Learning. All rights reserved.

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

8
Copyright © 2008 Delmar Learning. All rights reserved.

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

• Answering machine
– Less personal – Programmable

9
Copyright © 2008 Delmar Learning. All rights reserved.

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

– Place outgoing calls
• Review Procedure 6-4

10
Copyright © 2008 Delmar Learning. All rights reserved.

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

11
Copyright © 2008 Delmar Learning. All rights reserved.

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

12
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

13
Copyright © 2008 Delmar Learning. All rights reserved.

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

14
Copyright © 2008 Delmar Learning. All rights reserved.

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
Copyright © 2008 Delmar Learning. All rights reserved.

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

17
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

18
Copyright © 2008 Delmar Learning. All rights...
Continue Reading

Please join StudyMode to read the full document

You May Also Find These Documents Helpful

  • Essay about The Telephone

    ...The Telephone About 100 years ago, Alexander Graham Bell invented the telephone by accident with his assistant Mr. Watson. Over many years, the modern version of the telephone makes the one that Bell invented look like a piece of junk. Developments in tone dialing, call tracing, music on hold, and electronic ringers have greatly changed the telephone. This marvelous invention allows us to communicate with the entire globe 24 hours a day just by punching in a simple telephone number. It is the most used piece of electronic apparatus in the world. It is probably one of the most easy to use electronics available too. All you have to do is pick up the receiver, listen for the tone, and then select a number using either tone or pulsing dial. A telephone can be separated into two main categories: there is the tone (touch tone) or the older rotary dial (pulse) telephones. Then you can divide those into other categories such as business line (multi -- line) or home line (single line). You can also have many other types of phones: there are those that hang on the wall, on the desk, etc. THE HANDSET No matter what kind of telephone you own, there has to be some device that allows you to talk to and listen to. This device is called the handset. The handset is usually made out of plastic and inside it are two main components: the transmitter and the receiver. THE...

    Read More
    1528 Words 7 Pages
  • Healthcare Essay

    ...2014) In Canada, there are no complex hospital or doctor bills. In fact, usually you don’t even see a bill. In the United States, under Obamacare, hospital and doctor bills will still be terribly complex, making it impossible to discover the many costly overcharges. (Nadar 2014) In Canada, it is unheard of for anyone to go bankrupt due to health-care costs. In the United States, under Obamacare, health-care-driven bankruptcy will continue to plague Americans. In Canada, health-care coverage stays with you for your entire life. In the United States, under Obamacare, for tens of millions of Americans, health-care coverage stays with you for as long as you can afford your share. (Nadar 2014) Medical Spending Difference Procedures, and Administrative Expenses,” Pozen & Cutler et al. (2012) examined differences in health spending between the U.S. and Canada. In their words, they “we found that administrative costs accounted for the greatest proportion (39%) of spending differences between the United States and Canada, followed by prices and medical care provision.” (Pozen &Cutler, et al. 2012) Administrative Costs – Canada verses United States In their paper “U.S. Physician Practices Spend Nearly Four Times as Much Money Interacting with Health Plans and Payers Than Do Their Canadian Counterparts,”Morra, Nicholson and Levinson, et al.(2011) report the following results: These numbers are outrageous and this can be...

    Read More
    2948 Words 10 Pages
  • The Telephone Essay

    ...The Telephone “Before the telephone came to Magdaluna, Im Kaleem’s house was bustling at just about any time of day, especially at night, when its windows were brightly lit with three large oil lamps, and the loud voices of the men talking, laughing, and arguing could be heard in the street below—a reassuring, homey sound” Anwar F. Accawi (p. 46). It’s hard to imagine that a single device such as the telephone, albeit a breakthrough in technology, could change not only a person’s day to day life, but an entire village. These men in the village experienced all of the luxuries the village had to offer at no cost, Im Kaleem provided the men with a place to gather for conversation, games, drinks and sexual services. The children used to hang around Ima Kaleem’s courtyard playing games waiting for a call down from some of the men requesting errands in exchange for money. But that all changed once the telephone was installed, most of the men would now sit at Abu Raja’s store, “they were always looking up from their games and drinks and talk to glance at the phone in the corner, as if expecting it to ring any minute and bring news that would change their lives and deliver them from their aimless existence”. (p.46) Exposure to the telephone not only affected the men in the village, but it also affected the women, children and their entire way of life. I get very excited to hear about, read about or...

    Read More
    782 Words 4 Pages
  • Essay about civil procedure:

    ...against the intermediater. This is captured in order 13 rule 83 where if the court justifies that the resistance or obstruction was occasioned without any just cause by the judgment-debtor, or by some other person at his instigation, it shall direct that the applicant be put into possession of the property, and, where the applicant is still resisted or obstructed in obtaining possession, the court may also, at the instance of the applicant, order the judgment-debtor, or any person acting at his instigation, to be detained in prison for a period not exceeding thirty days. Greatest care must be exercised during execution not to execute against a wrong party as this could amount to tress pass that may create both criminal and civil liability. PROCEDURES IN EXECUTION: In relation to Application for execution, where the holder of a decree desires to execute it, he or she shall apply to the court which passed the decree, or, if the decree has been sent under the provisions hereinbefore contained to another court, then to that court or to the proper officer of that other court. Every application for execution of a decree shall be in writing, signed and verified by the applicant or his advocate and shall be in tabular form containing the following; suit number, names of the parties, date of decree, whether an appeal is preferred, whether any and if any what part payment has been affected, whether there is a previous application, amount due with interest if any or...

    Read More
    1631 Words 4 Pages
  • The Telephone Essay

    ...In Anwar Accawi’s story “The Telephone” had a deep explanation of the importance of community. This essay reignited my feelings about the community I had back in Bangladesh. I used to live in a setting similar to Magdaluna’s. It was a neighborhood where everybody would know everybody else. If anybody would get sick, other people would come to see and wish him/her quick recovery. People tend to ignore sick people nowadays but there was a time when people would go visit their neighbors and extend their helping hand. The sick would feel a lot better thinking somebody is there for them whenever they are in need. And, that helping hand would do a lot of good to a sick patient than a small pill can do. That was the strength of a community and the relationship between people. He remembers, for example, how events were dated by their proximity to other events. When Accawi asked his grandmother how old a certain woman is, she did not give him a date; instead, she said that she was born the same year that a big snow caused the mayor's roof to cave in, which was the same year that an earthquake damaged their kitchen. Though born decades after those events, Accawi immediately understood how old she was. This style of history, as it were, speaks to the closeness of the community, for it was only possible because everyone shared the same experiences. Accawi states in his short story that the telephone was bad. I agree with him to an extent. The...

    Read More
    659 Words 3 Pages
  • The Telephone Essay

    ...Question No. 01. Anwar F. Accawi starts the essay “The Telephone” by telling about the way people in his village looked at the time was to notify that time was not important for the people who lived in his village at his period. Accawi in his first paragraph writes that “time didn’t mean much to anybody, except may be to those who were dying , or those waiting appear in court…” from these lines Accawi tries to states that time was not important for every people in his village except for some who were dying and some who were waiting appear in court. Furthermore he tries to explain the shoddiness of the villagers by starting that the villagers didn’t even wanted to know the time. Accawi takes this point as a negative impact of villagers; he expresses the uneducatedness of the villagers by printing “now could you? Satisfied with her answer,” he compares the current situation with his time period. Anwar F. Accawi writes about him as a little poor boy who works for people around the village to get some pocket money. He was also a normal kid, who played around with other kids, but currently in a good position, because he studied. Question No. 2 Anwar F. Accawi gets ready to write about the introduction of the phone to his village by saying “But, in another way, the year of the drought was also one of the worst of my life…” He states this because the introduction of the telephone is been a bad move for the kids (including Accawi), because Abu...

    Read More
    865 Words 4 Pages
  • Audit procedure Research Paper

    ... Auditing procedures: Five assertions: 1. Occurrence: Define: transactions and events that have been recorded have occurred and pertain to the entity. Explain: sales and purchases shown in the income statement belong to the company and are real, that is they actually took place. 2. Completeness: Define: all transactions and events that should have been recorded have been recorded. Explain: all the individual transactions making up the balances in the income statement are recorded; no sales or purchases are missing. 3. Accuracy Define: Amounts and other data relating to recorded transactions and events have been recorded appropriately. Explain: the values and any written information in the income statement are recorded at their correct amounts; no recording errors have occurred. 4. Cut-off Define: Transactions and events have been recorded in the correct accounting period. Explain: the income statement for say the year ended 31 December 2009 only contains sales and purchases for 2009, noting relates to 2008 or 2010. 5. Classification Define: transaction and events have been recorded in the proper accounts. Explain: all individual transactions are shown under the correct heading; for example, the amount stated for interest only includes interest paid and interest is not included under any other heading such as light and heat. Transaction 1. Sales 1) Occurrence: all sales must relate to the company making the sale. The sale does not...

    Read More
    877 Words 4 Pages
  • Healthcare Management Essay

    ...Healthcare Delivery and Financing By: Chrishanda Anderson HCMT241/ Rm. 1035 February 1, 2014 Introduction In this paper I will explain and discuss the healthcare delivery system and the financial aspects of it. This paper will also include resources and examples that will help to understand and explain the overall delivery and financing of healthcare. The topics that will be covered in this paper are and overview of the healthcare delivery, the methods of operational management, the importance of medical management, the conclusion and the reference page. Body Overview of the healthcare delivery system Healthcare delivery is the provision of healthcare, in which deals with the activity of supplying or providing something. Although to me healthcare delivery is basically the way in which a healthcare service is provided and how an individual interprets that service or products that has been provided. Healthcare delivery can mean several things; it really depends on the situation and the individual’s involved. It is also a combination of many elements that form the healthcare system today. Whereas it involves the way management interrelate to form an integrated healthcare delivery system (Nowicki, 2011). The elements that combine the...

    Read More
    1607 Words 7 Pages

Popular Essays

Become a StudyMode Member

Sign Up - It's Free