Ch 14: Telephone techniques
automated phone systems can offer time-saving services, such as?
-asking patients to participate in a survey -providing test results through secured password identification.
which of the following are types of telecommunication equipment in an office?
-beeper -answering machines
Some of the common terms used with TDD are?
-call complete -go ahead -question
the responsibility of a TDD operator is to
-communicate on behalf of the office and the hearing impaired patient. -act as a liaison for the hearing impaired patient
what are the 5 C's?
-completeness: message must have all info -clarity: must be legible and free from ambiguity -Conciseness: brief and direct -courtesy: respectful and considerate to others -cohesiveness; organized and logical
high quality letterhead paper
-cotton fiver (rag bond) -it contains a watermark
which options should always be available to callers form an automated voice response unit?
-dial zero to speak with a staff member -prompts or buttons for emergencies
individuals with excellent communications skills employ the following:
-display tact and sensitivity -show empathy -give respect -appear genuine -display openness and friendliness -refrain from passing judgement or stereotyping others -be supportive -ask for clarification and feedback -paraphrase to ensure you undrstand what others are saying - be receptive to each patient's needs -know when to speak and when to listen -exhibit a willingeness to consider other viewpoints and concerns
some of the common terms used with TDD are?
-go ahead -question -call complete
Automated voice response unit
-is an automated answering unit that offers callers various option for routing the call. -allows the front office to complete other work without interruption.
under HIPPA, pt information should not be reveled over the phone unless
-it the patient calling. -patient have a written consent from the pt to speak to another person about his condition.
which of the following are effective used of an automated phone system?
-providing patient test results through passwords -confirming upcoming appt -conducting patient surveys
what are the effective communication skills that a medical assistant should use when answering the telephone?
-refrain from passing judgment or stereotyping -ask for clarification feedback -know when to speak and when to listen
Most common letterhead paper sizes?
-standard or letter-size (8 1/2 by 11) -legal size (8 1/2 by 14)
multiple lines for a busy medical office might include which of the following?
-the ability to transfer calls -an intercom system -a hold feature
most popular cottons bond for letterhead used contains?
25% cotton because is economical.
in a medical office, the telephone should be answered within a max of how many rings?
3
interactive pager
A pager designed for two way communication. the pager screen displays a printed message and allows the physician to respond by way of a mini-keyboard.
What correspondence supplied might a MA be responsible for ordering?
Envelops Statements Letterhead paper labels invoices
the letterhead is only use for what page?
First page only. If the letter is longer, all the additional pages are printed on plain paper, same color and bond as the letterhead.
this is a formal business stationary on which a medical practice's name and address are at the top?
Letterhead In most cases the office phone and fax numbers are listed along with the office website and email.
The most common enveloped size used for correspondence is ?
No. 10 enveloped ( called business size) - 4 1/2 by 9 1/2
what functions does the TRS have?
a TRS operator receives a written message from a hearing impaired patient and acts as a liaison between the patient and the office.
the first person to answer the telephone in a practice leaves an impression that must always?
a positive and caring response
Telephone triage
a process of determining the level of urgency of each incoming telephone call and how it should be handled.
which of the following are the advantages of an automated voice response unit?
a. it provides security through passwords for retrieval b. patients who have complaints must leave on a machine c. patients never receive a busy signal d. patients can respond any way they choose (c)
some of the phone duties in the office are?
a. setting up the dr. schedule b. deciding office hours c. using TDD d. setting up voicemail C and D
When should telephone prescriptions refills be documented?
after the medication has been called in to the pharmacy
an automated menu along with voicemail can be used with a
answering machine. Mostly on weekends when the office is closed.
which of the following best exemplifies professionalism while using the telephone?
be courteous, calm, and pleasant
how can you ensure positive, effective communication between your office and others?
by learning how to properly create, send, and receive correspondence
what is the advantage of using an answering service?
can pick up the extra calls during business hours if the staff cannot.
Enunciation
clear and distinct speaking
name an example of an administrative role of a MA?
creating documents
it is not appropriate to answer the telephone in a medical office by ------ ring
fourth
Etiquette
good manners
sulfide paper
has a brilliant appearance. Making it a fav for producing photographs.
pitch
high or low quality in the sound of a person's speaking voice
which of the following demonstrates the correct manner in which to assist a patient on the telephone?
identify the need of the caller and focus on assisting the caller only.
What is a TRS device?
it assists hearing impaired pt in communicating with the medical office
a TDD system looks a lot like?
laptop
written office documents serve as
legal records
call routing
main phones receive all calls, then receptionist routes the call to the appropriate phone extensions.
the office telephone is an important source of communication between the medical office and
other providers labs hospitals
prioritizing incoming calls to a medical office is known as>
performing triage
Embossing
process in which the letters are pressed into the paper and often set in black, gold, or silver.
what is the only info allow to be disclose?
purpose of treaatment, payment, and healhcare provided.
when someone calls the office regarding a potential emergency, it is important to?
remain calm
the main function of an automated voice response unit is to?
route incoming calls to the correct person or departement
when answering, as an MA you must greet the pt by
saying the practice name firsrt, then ma's name.
the most important piece of communication equipment in a medical practice is the
telephone
Telecommunication device for the deaf (TDD)
telephone accessory that transmits and receives text over standard telephone lines.
in addition to using your active listening skills, you should also apply?
the 5 C's.
what is the differences between an answering service and an answering machine?
the answering service is staffed by people
at the end of the called, who should hanged up first?
the pt. but first make sure all question have been addressed. Always say good-bye and use the caller's name.
Pronunciation
the sounding out of words.
Most important pieces of information equipment in the medical practice
the telephone -it is the primary means of communication among providers, hospital, labs, and other important business practice.
what is one of the most important means of communicating a professional image for the medical office?
using well-written, neatly prepared correspondence
it is generally acceptable practice to turn your cell phone off when?
you enter a medical facility for an appt.
following HIPPA guidelines during phone conversation with patients means that?
you should follow your office protocol for disclosure of info.