MOA Chapter 12
List 8 things to record in every message
1. Date and time call is received 2. who the call is for 3. callers name, telephone number and date of birth 4.when the caller can be reached 5. Nature and urgency of the call 6. Action to be taken 7. Message 8. Your name or initials ( incase of questions)
4 time zones from west to east
1. Pacific 2. Mountain 3. Central 4. Eastern
List 3 things to record for establishing appointments
1. Patients name and date of birth 2. daytime telephone number 3. reason for the appointment
List 3 types of calls referred to the provider
1. other providers 2. STAT reports 3. Providers family
List 5 types of calls the medical assistants can take
1. salespeople 2. general information about practice 3. billing questions 4. insurance information 5. requests for prescription refills
How long should a call not be left unattended
20-30 seconds
Why are callers hesitant give information through the phone
Because the questions are of a confidential and possibly embarassing nature
the process of sending, receiving, storing and forwarding messages in digital form from any computer networks
Electronic mail (email)
This type of good manner simply involves treating others with consideration
Telephone etiquette
What do you attach on the patients chart before placing it on the providers desk
a message
Though some callers will be upset, frightened or even angry, the medical assistant should
always be patient and in control
typically staffed by a live operating and answering machines are two methods of taking calls after hours
answering service
Prior to responding to insurance carriers requests for patient records, what should you do
authenticate that the call is from the carrier using established clinic protocols and ensure that a singed release form is on file
system answers the call and a recorded voice identifies departments or services the call can access by pressing a specified number on the touch tone telephone
automated routing unit
This system should begin with a message instructing the caller what to do if the call is an emergency
automatic answering system
Determine what about the call and if its not this and with permission place the caller on hold
determine nature of call and if call is not an emergency
This implies speaking your words clearly and articulating carefully
enuncation
transmission sent over telephone line from one fax machine to another or form of modem to a fax machine
fax or facsimile
After how many rings to do you answer the phone
first or third ring
When taking a message for someone in the clinic you should do what
give the caller an idea of when to expect to return the call
What is the most missed used piece of equipment in the practice
hold button
Do not use technical terms if simpler ones will convey the information adequately
jargon
Regardless if the automated system contacts with the caller first, they all answer first
medical assistant
Remember callers are not this and they are the reason for the job
not an interruption
the act of evaluating the urgency of a medical situation and prioritizing the call
screening
When or not before the first call has to be given permission to do this
to be put on hold or answer