chapter 14 med 130
What is an appropriate statement for answering the office telephone?
"BWW Medical Associates; this is Jayden. How may I help you?"
Multiple telephone lines:
- More than one call can be handled - Several people can be on the phone at once - Typically set up through a switchboard
Mr. Harris called in and left a message for a prescription refill. He wasn't at home where the prescription bottle was and didn't remember the name of the medication but said it was a little yellow pill and he took it three times a day. How should you handle this?
Call Mr. Harris back to obtain the name of the medication
If the pharmacy has a policy concerning non-emergency prescription refills, it is important that you know and follow the policy as well as:
Communicate it to a patient
When placing a call to a patient with medical information, if you reach the patient's answering machine, what should you do?
Leave the practice name only if the reason for the call is not easily identifiable, your name, and your phone number; if unsure, try calling back another time.
Conciseness:
Message must be brief and direct
Clarity:
Message must be legible and free from ambiguity
Cohesiveness:
Message must be organized and logical
Courtesy:
Message must be respectful and considerate of others
Completeness:
Message must contain all necessary information
________ is being done when a call is transferred to an appropriate person based on the caller's request.
Routing
The medical assistant may call in a prescription refill to the pharmacy only if:
The physician has approved refills for this patient
Which of the following pieces of information is NOT needed to be obtained from a patient who is requesting a prescription refill?
The time she last took the medication
Deciding how emergent a patient's problem is and how it may best be handled is a procedure known as
Triage
Voicemail:
- A type of answering machine - The patient never receives a busy signal -Conveniently used when the office is closed for lunch or for the day - Can be set up for individual use -Must be able to identify patient -May not use if permission is not expressly given -
Taking an effective message involves recording which of the following items?
- Date and time of call -Who the call is for -Name and phone number of caller -Message and action to be taken -And more
What are common reasons patients call the office?
-Appointment requests -Billing inquiries -Lab or X-ray reports.
Proper procedure:
-Be prepared to take messages by having pen and paper ready. -Note the type of message, i.e., "Urgent," "Returned Call," or "Please call," on the message. -Verify the call-back number
Routing calls to medical assistant
-Billing inquiries -Appointments -Requests for referrals -Progress reports -Calls from salespeople -Prescription refills -Lab results
Immediate Medical Help
-Broken bones -Snakebite -Severe bleeding -Unconsciousness -Heatstroke
Routing calls to physician
-Calls from other doctors -Emergency calls -Call from a patient who requests to discuss abnormal test results -Calls from attorneys -Call from ICU nurse
Schedule an appointment
-Cold - Routine physical exam -Vaccine -Rash -Headache
Cell phone:
-Good for anytime and anywhere communication - Should be turned off in the physician's office or hospital
Which of the following pieces of information is needed to be obtained from a patient who is requesting a prescription refill?
-Her date of birth and phone number -The name of her pharmacy -The name of the medication
Proper Action
-The medical assistant can renew all prescription requests from the pharmacy. -A pharmacist or a patient may call into the office requesting refills -The patient should make an appointment to see the physician prior to having an old medication for a previous condition renewed. -To ensure accuracy, spell the name of the medication prior to the authorization for a refill. -It is good practice to call in all refills within 24-48 hours.
What are common functions of many of today's multiline phones?
-Transfer options -Hold -Voicemail -Intercom
Fax machine:
-Use a cover sheet if necessary -Medical Assistant should ensure receipt by the appropriate party - Medical assistant should verify the number before using - Allows for quick delivery of information - Should have a separate telephone line -Medical assistant should use a disclaimer about confidentiality -Should be kept in a private area of the office
Process of information that a medical assistant records when taking a telephone message:
1. Date and time of the call 2. Name of the person for whom you took the message 3. Caller's name and telephone number 4. Description or action to be taken 5. The complete message 6. Name or initials of the person taking the call
Who may call in a prescription refill to a pharmacy for a medical practice?
An identified representative.
John Smith left a message because he needed a refill for his prescription for Liptor 20 mg that he takes daily. He left the name and phone number of his pharmacy. When you went to his medical record, you found there are three John Smiths as patients in the practice and all take this medication. He did not leave his date of birth or phone number as part of the message. What should you do?
Call each John Smith to see if he was the one requesting the medication refill
What is the main reason pagers are not used as often in medical offices?
Cell phones are being used more often
After receiving a phone request for a medication refill, what should you do to be sure you have the correct patient and that the patient is currently taking the medication?
Check the medical record
What must you do after calling a prescription for a refill in to the pharmacy?
Document the process in the patient record
Speaking clearly and distinctly is
Enunciation
In addition to the patient's name, address, and phone number, what other information do you need to give the pharmacy when calling in a prescription?
His date of birth
