chapter 11 - telecommunications

SHORT ANSWER: what are 3 questions you will ask to determine if it is an emergency?

1. Who is the patient? (name & age) 2. What happened? 3. Is the patient conscious?

what are the 3 different types of VoIP services?

1. analog telephone adapter (ATA) 2. IP phone 3. computer to computer

Screening questions

1. how long have you had the symptoms? 2. is there any fever? 3. are you taking any medications?

what are the two security measures that must be addressed when faxing?

1. integrity of information transmitted 2. vulnerability of the information to unauthorized use or disclosure

two of the most important issues in the medical setting

1. patient confidentiality 2. right to privacy

SHORT ANSWER: what is a disadvantage of an automated system?

a disadvantage with ARU systems is that the recorded voice may be difficult to hear.

an option to speak with an _____ ___ ____ should always be offered.

administrative medical assistant

protection from liability in email

appropriate, business-like language in all email communications limits liability risks

when taking a message, give callers an ___ ____ when they might expect to receive a call back.

approximate time

to avoid clipping off the clinic name, practice using ___ __ ; expendable words that may consists of introductory words or phrases

buffer words

always stay on the line until...

caller hangs up.

some calls may be about life-threatening emergencies; MA's need to remain ____ to be of help to the caller.

calm

if calling insurance companies for claim follow-ups, gather copes of all ___ ___ and ___ ___ so you can answer each specific question regarding each claim.

claim forms and medical documentation

volume should be the same as when speaking ____.

conversationally

bring the conversation to a ___ ____ and repeat any pertinent information back to the caller.

courteous close

in dealing with angry callers, the first priority is to....

defuse the situation

___ ____ involves the process of sending, receiving, storing, and forwarding messages in digital form over computer networks; not real time; allows the recipients to read and respond at their convenience.

electronic mail (email)

most automated telephone systems have ___ ____ so the caller can leave a message if the person they are calling is unavailable.

electronic mailboxes

HIPAA requires all medical practices to implement technical measures to protect against unauthorized access to protect health information when it is transmitted over ____ ____ networks.

electronic telecommunications

an automatic answering system should begin with a message instructing the caller what to do if the call is an ____.

emergency

the security rule requires implementation of a mechanism to ___ PHI when appropriate.

encrypt

_____ conveys interest in the caller and projects a sincere, caring attitude that can be "heard" over the phone.

enthusiasm

____ implies speaking your words clearly and articulating carefully.

enunciation

when answering incoming calls, the name of the ____ should be clearly identified, as well as the name the person with whom the caller is speaking.

facility

a fax is a ____ transmission sent over telephone lines form one fax machine to another or from a modem to a fax machine.

facsimile

___ ____ are common in ambulatory care settings as they are used to send reports, referrals, insurance approvals and informal correspondence.

fax machies

obtain the caller's __ ___ and correct spelling, and ask if this is an emergency call.

full name

what do you get from the caller before transferring the call?

full name, telephone number, and ay other situation-associated information

if arranging for a patient to receive care at another facility, have the patient's ___ ___ and ___ ___ available.

health record and insurance information

what are some issues that may arise when dealing with older patients over the phone?

impaired hearing, confusion, and inability to understand procedures or technical information.

if your station has more than one incoming line, it may be necessary to ____ a conversation to answer another call.

interrupt

do not ____ or ____ ____ for slow talkers.

interrupt or finish sentences

if the caller does not select an option on the ARU, it will usually switch the call automatically to a ___ ___.

live operator

if the patient cannot be reached over the phone, it is acceptable to leave a life or recorded message asking the patient to return the call but do NOT leave any information regarding any ___ ____ or mention the purpose of the call.

medical information

if a patient refuses to give information after gentle prodding, respect the patient's privacy and take a ____.

message

use a voice that is pleasant and well ____ and conveys interest in the caller's needs.

modulated

efficiency in email

more effective means of communication

being ____ and ____ in advance for each telephone call enables the medical assistant to respond to each caller appropriately.

organized and prepared

provider

other providers STAT reports provider's family request for test results (positive)

what are examples of calls that should be referred to the provider?

other providers, STAT reports, provider's family

though some callers will be upset, frightened, or even angry, the medical assistant must always be ___ and in control.

patient

no matter what other duties are pressing, the primary responsibility of every employee in a medical clinic is ___ ___; everything else is secondary.

patient care

always attach a message from a patient to the ____ ____ before placing the message n the provider's desk.

patient's chart

be sure the first caller has given ___ before putting them on hold.

permission

in telephone communications, ____ and ____ are conveyed only through the tone in which words are spoken and the words themselves.

personality and attitudes

____ involves saying the words correctly.

pronunciation

when taking messages, it is advisable to use a standard telephone message pad with a carbonless copy that allows the clinic to maintain a ____ of all incoming calls or the appropriate practice management (PM) screen.

record

be sure to ___ the information back to the caller to verify that you have heard and copied it correctly.

repeat

administrative medical assistants

schedule appointments changing appointments cancelling appointments fees and billing ?'s insurance ?'s information requests general questions salespeople

clinical medical assistang

schedule tests & procedures prescription refills progress reports radiological & lab reports patient referrals request for test results (negative) complaints about service salespeople

if scheduling meeting or outside appointments for clinic provider, have their ___ in front of you.

schedules

_____ is usually a simple process of asking the caller's name and the reason for the call.

screening

Do not assume that all older adults are ___ or _______.

senile or hard of hearing

never use ___ ___ such as "bye-bye," "see you later," or "so long."

slang terms

____ should be at a normal rate, neither too fast or too slow.

speed

automated routing unit (ARU)

system that answers calls, and a recorded voice identifies departments or services the caller can access by pressing a specified number on the keypad.

what else do you ask the caller for after the name and whether it's an emergency?

telephone number, street address, and DOB.

the impression the patient forms of the practice depend on what?

telephone personality and how you answer incoming calls

never leave a message containing ___ ___.

test results

screening

the act of evaluating the urgency of a medical situation and prioritizing the call

to create a positive impression, answer the telephone by the end of the first ring and certain within ___ ___.

three rings

what is the purpose of screening calls?

to be sure the caller talks to the person who will be most helpful and to ensure the provider's time with calls is efficiently managed

answering services

typically staffed by a life operator - method of taking after hours calls

the program setup in the automatic phone system should be ___ ____.

user friendly

professionalism in email

using correct grammar, spelling, and language

first impressions are usually conveyed through ___ and ___ communication.

verbal and nonverbal

what has a profound effect on how you sound to the person on the other end of the line?

volume, enunciation, pronunciation, and speed