MOM ch. 5
Telephone Etiquette
*answering the telephone by the 4th ring *answer the phone with a smile *use of good manners *office staff must remain calm and professional *obtain a pen and paper for taking notes *receptionists should refer to the callers by name
Reception area
*must be quiet and peaceful *receptionist must greet them right away
Calling in prescriptions
*name & telephone number of the patient *birth date of the patient *Name of the medication *name & telephone number of the pharmacy *dose & directions
Handling difficult callers
*remain calm *Speak politely *apologize *don't take abuse
Leaving messages
MUST BE HIPPA COMPLIENT
Established patient
a patient who has established care in the medical office
Automated system
a telephone answering system that automatically picks up a telephone call elecronically
conference call
a telephone feature that allows numerous people to be on the same telephone call
hold feature
a telephone feature that allows the receptionist to place the caller in the queue in order to take another call
automatic dialer
a telephone feature that allows users to automatically redial a number until someone answers the line
Automatic routing Unit
a telephone system that electronically answers and routes telephone calls after receiving a prompt from the caller
Speaker telephone
a type of telephone that allows multiple people in a room to participate in the phone conversation
Telephone triage
place into telephone triage
Translation services
when scheduling a patient, the patient must determine the language the patient speaks in order to arrange for an interpreter