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