Chapter 41: Telephone Techniques

Give examples of three ways the MA can display courtesy when answering the telephone in the medical office.

-The MA should identify the office and herself or himself immediately. -The caller should be asked for permission before being placed on hold. -The MA should give full attention to the caller without performing other tasks, eating, or chewing gum during the call.

What are two ways an MA might take a message using a computer?

By using a stand-alone message program or by taking a message within the electronic medical record system using the clinical messaging feature.

How can patients get assistance for an urgent situation that occurs when the office is closed?

Callers are directed to an answering service either by a telephone message or by direct transfer of the telephone call. Usually the answering service takes a message and contacts the physician who is taking calls.

How should the MA handle a call from another physician?

Calls from another physician are usually put through immediately. It may be necessary to ask the office physician where he or she would prefer to take the call.

What are two devices that may be used to maintain contact with the physician when he or she is not in the medical office?

Cellular telephone and pager. Because cell phones cannot be used in some hospitals, the physician may prefer to use a pager.

List nine pieces of information that should be included if the MA takes a telephone message.

Date, time, caller's name, patient's name (if not the caller), patient's date of birth, patient's physician, patient's telephone number, initials of the MA, information related to the reason for the call, medication allergies and the pharmacy telephone number if the patient is requesting a medication refill. A message related to a patient is attached to the patient's paper medical record.

When answering incoming calls, what three types of calls take priority over other telephone calls?

Emergency calls, calls from other physicians, calls from a physician's family members.

How does the MA handle a second call when speaking to a caller on a multiline telephone?

If speaking to a caller when another call must be answered, the MA should ask for permission to place the first caller on hold. It is important to return to the call on hold as soon as possible and to check in at least every 30 seconds.

What is an electronic routing system for incoming telephone calls?

System that provides a message with several options from which a caller can choose. It allows calls to be routed without needing to be answered by an office employee.

Identify four types of calls that are usually handled by the MA.

Telephone calls to schedule appointments, billing inquiries, calls from laboratories with laboratory results, requests for information about the office or practice.

How can the MA project a pleasing telephone personality when talking to callers in the medical office?

The MA can smile during the telephone call, speak naturally at a normal volume, and give his or her entire attention to the telephone call. This projects a pleasant personality.

How is voicemail used in the medical office?

To allow callers to leave messages for a specific individual using the telephone system. Each office employee has a voicemail mailbox where callers can leave messages.

What is an acronym that provides guidance when a customer or caller has a complaint, and what does each initial of the acronym stand for?

A four-part service recovery called LEAD is recommended for complaints. L=Listen E=Empathize A=Apologize D=Do the Right Thing.

What is AIDET an acronym for, and what does each initial of the acronym stand for?

AIDET is an acronym to provide excellent customer service. A=Acknowledge I=Introduce D=Duration E=Explanation T=Thank You.

If a patient or pharmacy calls with a request to have a prescription refilled or renewed, what specific information should the MA record on a telephone message?

Medication allergies and the pharmacy telephone number should be recorded. If the medication is an antibiotic or analgesic, the patient symptoms requiring the refill should be included. The message should also indicate if the patient wants a prescription from a walk-in or mail-order pharmacy.

Identify and describe four features of most telephone systems.

Most office telephone systems allow a caller to be placed on hold and transferred to another extension. In addition, telephone systems usually allow speed dialing using telephone numbers stored in memory; call forwarding, which sends all calls to a different telephone number; call park, which allows a call to be retrieved from another telephone; and caller ID, which identifies the telephone number of the caller before the call is answered.

How is the telephone used to remind patients about appointments?

The MA may call the patient with an appointment reminder, or the office may use a computer program to call the patient 24 to 48 hours before a scheduled appointment. Computer calling systems usually include a means for the patient to confirm that he or she intends to keep the appointment.

How should the MA handle a telephone call about a serious emergency?

The MA should be aware of questions to ask to differentiate a serious emergency from an urgent call. In the case of a serious emergency, the call should be referred to a physician or licensed professional according to office policy. If neither is available, the caller should be directed to activate the emergency medical services system by calling 911.

How should the MA handle a call if the caller has a medical question?

The MA should either take a message or transfer the call to the individual in the office who is designated to handle such calls.

How should the MA answer the office telephone?

The MA should identify the medical practice when answering the telephone and then give her or his own name. If the caller provides no identification, the MA can ask politely for the caller's name.

How should the MA handle a call if the caller has a complaint about service received in the medical office?

The MA should listen carefully to any complaint without becoming angry or defensive. It is important to obtain as much information as possible related to the complaint and to follow up. The MA should avoid hanging up on an angry caller.

What guidelines should the MA follow related to personal telephone calls?

The MA should not use office telephones to make personal calls. During breaks and lunch, the MA may make personal calls on a cell phone, but the cell phone should be turned off while the MA is on duty.

How should the MA handle a call if the caller asks for the physician but will not identify himself or herself?

The MA should offer to take a message. If the caller refuses to give information, the MA should suggest that the caller write a letter to the physician and mark it "personal" or "confidential."

What should the MA do if a caller's condition does not seem to be a serious emergency, but the MA is not sure how urgent the problem is?

The MA should place the caller on hold or get a call-back number and then seek guidance from one of the office physicians or other personnel. If there is any doubt about how serious the condition is and the MA is alone in the office, it is safer to instruct the caller to seek emergency services without delay.

How should the MA handle a telephone call requesting test results?

The MA should take a message from a patient requesting test results. In addition to general information required for all messages, the MA should include the name of the test, where it was done, and the approximate date. Before the message is given to the physician, the test results should be located if they are not in the patient's medical record.

Identify three ways to maintain proper body mechanics and avoid muscle strain when spending several minutes on the telephone.

The back should be supported, and the MA should be sitting with his or her shoulders and hips facing straight ahead. The feet should be flat on the floor or supported on a footstool. Use of a headset leaves the hands free without causing neck strain.

If a telephone call concerns a possible case of poisoning, where should the caller be referred?

The caller should be referred to the poison control center. The telephone number (800) 222-1222 should be included in a list of local emergency numbers accessible at all telephones.

What guidelines should the MA follow when calling a patient?

When calling a patient, the MA should be in a private area so that other patients cannot overhear the call. The MA should provide proper identification and discuss the reason for the call. If it is necessary to leave a message, no medical information should be included.