Managing Incoming Calls lesson 1 -Screening Calls

Routine Patient Calls part 2

Certain patient calls require the attention of a physician or nurse. These cases should be handled according to office policy and the preference of the physician.

Transferring a Call

If it is determined that someone else in the office should take a call, the assistant will need to transfer the call. Like the hold feature, the transfer feature should be used with courtesy. Ask the caller's permission to place the call on hold and make the transfer. Warn the caller if you expect that the call will be transferred to voicemail, and ask if this is OK. Be sure you are transferring the call to the correct person. The fewer times a caller is transferred, the happier the caller.

Personal Calls part 2

Personal calls to other medical office staff members should be kept to a minimum and as brief as possible. Sometimes they need to accept important calls, such as from a spouse or other family member or a babysitter. However, if the call is not urgent, the assistant should take a message so that the staff member can return the call on a scheduled break or after hours from home. Repeated non-urgent personal calls to a specific staff member should be reported to the office manager.

Personal Calls part 3

Use of personal cell phones for phone calls, texting, and use of social media should also be done during scheduled breaks or after hours. Phone calls and/or text messages may be permissible in the event of an emergency. Please follow office guidelines for use of personal devices.

Screening Calls

Part of the medical office assistant's role is to screen telephone calls. Screening involves determining who is the best person in the facility to handle each call. The goal of screening calls is to increase office efficiency. Keeping the physician from being interrupted without need results in better care for patients in the office.

Non-Medical Business Calls

A medical practice is a business, so it requires the services of business professionals. Common types of business calls to a medical office come from: Accountants Attorneys Insurance companies Billing and collection agencies Sales representatives These callers might: Be transferred to other staff (ex. office manager) Be transferred to specialized staff (ex. billing and collections) Need to leave a message for the physician

Personal calls

A medical practice is a business, so it requires the services of business professionals. Common types of business calls to a medical office come from: Accountants Attorneys Insurance companies Billing and collection agencies Sales representatives These callers might: Be transferred to other staff (ex. office manager) Be transferred to specialized staff (ex. billing and collections) Need to leave a message for the physician

Screening Without Becoming a Roadblock

Medical office assistants should screen calls, but not become a roadblock to callers. Patients should be able to talk with a physician when needed, but they should do so at the convenience of the physician unless the situation is an emergency. Most people understand this outlook and comply with this approach.

Calls from Other Medical Personnel

Medical personnel who call from other facilities include: physicians ,hospitals,pharmacies,laboratories,and special services. The office assistant must become familiar with the term-office policy and the physician's preferences for how to handle these calls.

Routine Patient Calls

Most routine patient calls are handled by the assistant or other medical office staff. These calls include patients who call to: request appointment ,clarify instruction ,question bills or other statements ,check on laboratory reports

Types of Calls

When screening a telephone call, it helps to classify it into a particular type. Common types of incoming calls include: emergency call ,non-medical business calls ,Routine patient calls,personal calls,calls from another medical personnal

Emergency Calls

With emergency calls, a physician must be notified immediately. Each office should have procedures for how to identify this type of call and how to respond properly. The assistant should be trained on these procedures.