TMA Chapter 41 Telephone Techniques

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

Acknowledge: Acknowledge patients or other customers promptly and greet them as the first step in building a connection Introduce: Identify yourself and then identify the customer, especially if it is a patient Duration: Reduce anxiety by setting time expectations. Explanation: Explain procedures or other information in terms that the patient can understand . Thank you: Thank the caller before ending the call.

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

Date and time Name of the physician or staff member Patient's full name and date of birth Name of the caller (if not the patient) Message or question that indicates clearly what the patient wants Additional information to clarify the messageIf the patient is ill or requests medication, any medication allergies should be noted Telephone number Initials of the person taking the message

What guidelines should the MA follow when calling a patient?

If calls are made from the front desk, the primary windows should be closedInformation and supplies should be prepared before the call is made. Patient's medical record with notes from physician should be at handNo medical information should be included in the message if a voicemail is left.

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

If it's a serious emergency, the MA would need to instruct the patient to call an ambulance by dialing 911 to active the EMS.

What is an electronic routing system for incoming telephone calls?

It directs the call to the appropriate part of the office.

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?

LEAD Listen: Allow the patient and/or family to feel heardEmpathize" Notice and acknowledge feelings Apologize: Acknowledge the situation without blame and apologize on behalf of the health care organization Do the Right Thing: Determine the best solution and be timely with corrective action

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

MA's should not make or receive any personal calls using the office telephone system except for emergencies.

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?

Patient's name and date of birth, name of the medication, dosage, and amount of medication prescribed. It's also important to determine how the patient wants to receive the medication: from the pharmacy or by mail. If the medication is an antibiotic or a controlled substance, symptoms should be asked about that require a refill.

How is the telephone used to remind patients about appointments?

Patients can receive reminder calls 24 to 48 hours before their scheduled appointments.

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

Requests to schedule appointments Billing Inquiries Receiving diagnostic test and laboratory results Requests for information

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

Sit with back supported and the head in a neutral position. Feet should be flat on the floor or supported on a foot stoolUsing a headset instead of propping the phone on your shoulder reduces muscle strain.

Identify and describe four features of most telephone systems.

Speed dialing allows storage of frequently called telephone numbers in the telephone's system memory. Call forwarding allows the forwarding of incoming calls to another telephone number. Call park allows a call to be placed on hold and received from another telephone. Caller ID identifies the caller's telephone number before the telephone is answered.

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

The MA puts the caller on hold and answers the second call, then they put that caller on hold and continue helping the first caller.

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

The MA should find out when and where the test was done and take a message for the physician.

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

The MA should use the same volume as when speaking in person and should speak naturally. All words should be spoken clearly so that they are easy to understand. They should smile and exert friendliness.

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

The caller should be referred to call the Poison Help number (1-800-222-1222).

How should the MA handle a call from another physician?

The calls should be put through right away, even if the physician is examining a patient. They can put the physician on hold briefly to find the physician if they are with a patient.

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

They can get service through the answering service provided by the clinic, which answers all the office's calls or the ones forwarded to them through the voicemail system.

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

They should listen carefully and maintain a calm manner while asking for specific information and assuring the patient that they will get back to them as soon as possible and what time.

smartphone

a cell phone with computer capabilities

voicemail

a method for delivery, storage, and retrieval of telephone messages that is built into the telephone system

pager

an electronic device that notifies the recipient to receive a message or return a telephone call

enunciation

the act of speaking clearly and concisely