In this chapter, you will learn key terms associated with telephone techniques. You will be able to utilize a telephone professionally and effectively while handing various types of calls that are either received or initiated by a medical office. These types of calls will vary and can include calls about patient illness and injury, filling prescriptions, or requests for test results; calls from other medical offices; or calls from sales representatives. After completing this chapter, you will understand which calls may be handled by the medical assistant and which require the physician's attention.

Most medical offices have policies and procedures on handling or routing incoming calls, especially emergency calls. This chapter helps you identify which calls are considered emergencies and how to properly route these calls.

In addition, after reading this chapter, you will be able to demonstrate proper telephone etiquette by using common courtesy, proper pronunciation, tone, and enunciation while speaking. You will learn how to effectively handle difficult telephone situations or complaints and how to properly document messages taken.

Outline

• Using the Telephone Effectively
• Communication Skills
• Managing Incoming Calls
• Types of Incoming Calls
• Using Proper Telephone Etiquette
• Taking Messages
• Telephone Answering Systems
• Placing Outgoing Calls
• Telephone Triage
• Telecommunications
• Facsimile (Fax) Machines

Learning Outcomes

After completing Chapter 11, you will be able to:

  11.1 Explain the importance of communication skills.
  11.2 Explain how to manage incoming telephone calls.
  11.3 Describe how the Health Insurance Portability and Accountability Act (HIPAA) applies to telephone communications.
  11.4 Describe the procedure for calling a prescription renewal into a pharmacy.
  11.5 Compare the types of calls the medical assistant handles with those the physician or other staff members handle.
  11.6 Describe how to handle various types of incoming calls from patients and from others.
  11.7 Discuss the importance of proper telephone etiquette.
  11.8 Describe the procedures for taking telephone messages.
  11.9 Explain how to retrieve calls from an answering service.
  11.10 Describe the procedures for placing outgoing calls.
  11.11 Explain the function of telephone triage in the medical office.
  11.12 Explain the uses of a facsimile machine in a medical office.

Summary

The telephone is an important communication tool in the medical office. Your telephone manner will reflect the professionalism of the office. Medical offices commonly receive several types of calls, and there are varying ways to handle these calls.

Special attention should be given to documenting in-coming telephone calls and ensuring accuracy. HIPAA guidelines must be followed to maintain patient confidentiality. This applies to telephone conversations and computer monitors as well as medical records. Telephone etiquette involves practicing proper pronunciation and enunciation, using common courtesy and a respectful tone of voice, giving undivided attention to callers, and accommodating patients' requests and needs. Placing outgoing calls requires the same careful attention as taking incoming calls. Telephone triage is the art of determining the level of urgency of each call and how it should be handled or routed.