CMAA- Basic Telephone Communication
What does ARU stand for?
Automatic routing Unit
What is involved in screening calls?
Determining who is the best person in the facility to handle each call
What are common types of incoming calls?
ER calls, non-medical business calls, routine pt calls, personal calls, calls from other medical personnel
What is the main advantage of using a headset?
It allows both hands to be free for other tasks, such as taking notes or typing
What does a typical greeting include?
SALUTATION, PHYSICIAN NAMES, NAME OF PERSON ANSWERING AND A QUESTION SUCH AS, OW MAY I HELP YOU?
Medical offices are legally required to give pt's aid after regular office hours. T/F
True
What does prompt attention to answering the telephone show?
it shows that the office is efficient and improves public relations
Telephone messages are considered to be?
legal documents
What should an assistant remember when handling aggressive or angry callers?
maintain a poised demeanor and stay calm, yet firm
define inflection
making changes in characteristics of speech
What supplies should be kept by the phone for taking messages?
message pad, pens, notepad
How long should documentation of a telephone message be kept?
minimum of 5 years, for children, until the pt reaches 21 years of age.
What information should be listed on a standard message form?
name of the person who the call is directed, caller's name, patient's name, caller's telephone number, reason for the call, who took the call, reason for the call, action taken, date and time of the call
How long can a caller be left on hold before an assistant should return to the caller?
no more than 1-2 minutes
Should you always prevent callers from speaking with the doctor?
no. pts should be able to talk to the dr when needed, but at the convenience of the physician
which hand should be used to pick up the phone?
non-dominant
What is the most effective form of communication?
oral communication
what medical personnel from other facilities may call?
physician, hospitals, pharmacies, labs, special services
What tone of voice should a person who calls a medical office hear?
pleasant and friendly
Routine pt calls include pt who call to:
request appt, clarify instructions, question bills or other statements, check on lab reports
What may an assistant use the telephone for?
schedule apps, relay lab results and care instructions, consult with other medical workers, handle business matters, answer pt questions
What steps are involved in ending a call?
thanking the caller, saying goodbye, allow the caller to hang up first, gently replace the telephone in its cradle, do not engage the caller in a lengthy conversations
On the phone, what helps you handle multiple calls at one time?
the hold feature
What is telephone triage?
the process of evaluating a situation and prioritizing tx
define rate
the speed at which you speak
What information should a pt leave on a voicemail?
their name, number, and purpose of call
What must the assistant do before prioritizing tx and why is that important?
they must first evaluate the situation. Sometimes a pt may just be upset, but it is not a medical emergency
How many times, maximum, should the phone ring?
three
What is the main purpose of the telephone greeting?
to address callers with courtesy and help them know that they have reached the correct party
Why are pt's asked if messages can be left for them?
to avoid violating HIPAA
What can triage be used for besides emergencies?
to decide which pt's need to be seen immediately, and which ones can wait for the next convenient appointment time.
Why should telephone calls be kept short and to the point?
to keep the lines open for other calls
Why should the time of day be considered when placing outgoing calls?
to make sure the time is during the person's or facility's working hours.
Define enunciate
to pronounce distinctly
What kind of personal calls might need to be accepted right away?
urgent or emergency calls
How should you handle the caller when transferring a call?
with courtesy
What is verbal communication?
The use of language and words to send and receive information
What is the purpose of ARU?
They allow many calls to be answered simultaneously, and callers with emergencies can get through quickly
When is a conference call used?
When three or more people in different geographical areas need to meet by phone.
What is call forward?
a feature that allows incoming telephone calls to be sent to another appointed telephone number
What are some examples of non-medical business calls?
accountants, attorneys, insurance companies billing and collection agencies and sales and pharmaceutical companies
Why might pt's become frustrated with voicemail?
because they cannot reach a human
Why is it important to quickly recognize emergency calls?
because they require the attention of a physician right away.
What can be used to correctly identify pt's with the same name?
birth date, address
When should medical personnel be transferred to the doctor?
calls that concern tx progress or abnormal laboratory test results
What does an answering service do?
employs people to take telephone messages and give additional contact info to pt's when needed
Why must the assistant always be aware of who is nearby when on the telephone?
for legal and ethical reasons
what kind of words should be chosen to maintain a professional image?
good grammar and polite phrasing
define pitch
highness or lowness of a sond
When should you transfer a call?
if you cannot properly handle the call
When should the physician be notified of an emergency call
immediately
What is the reason for most outgoing calls?
in response to incoming calls
what is the goal of screening calls?
increase office effciency
define volume
intensity or loudness of a sound
