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1Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Telephone TechniquesTelephone Techniques
Chapter 9
2Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
IntroductionIntroduction
The telephone is the lifeline of the medical The telephone is the lifeline of the medical practice.practice.
Telephone technique can either build or destroy a Telephone technique can either build or destroy a physician’s office.physician’s office.
The patient is never an interruption of the work The patient is never an interruption of the work day; instead, the patient is the reason the practice day; instead, the patient is the reason the practice exists.exists.
3Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
This chapter will examine:This chapter will examine:
How to develop a pleasing telephone voiceHow to develop a pleasing telephone voice Correct use of the handsetCorrect use of the handset How to handle callers who wish to speak to the How to handle callers who wish to speak to the
physicianphysician The items needed to take an accurate The items needed to take an accurate
telephone messagetelephone message How to handle difficult callersHow to handle difficult callers Questions to ask during an emergency callQuestions to ask during an emergency call
4Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Calls in the Physician’s OfficeCalls in the Physician’s Office
Most incoming calls are from these sources:Most incoming calls are from these sources: Established patients calling for appointments or to Established patients calling for appointments or to
ask questionsask questions New patients making a first contact with the officeNew patients making a first contact with the office Patients and medical workers reporting treatment Patients and medical workers reporting treatment
results or emergenciesresults or emergencies Other physicians making referrals or discussing a Other physicians making referrals or discussing a
patientpatient Laboratories reporting vital patient informationLaboratories reporting vital patient information
5Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Effective Use of the TelephoneEffective Use of the Telephone
The telephone is one of the most valuable tools The telephone is one of the most valuable tools used in the physician’s office. used in the physician’s office.
Medical assistants must project a caring attitude Medical assistants must project a caring attitude when speaking to those who call the facility.when speaking to those who call the facility.
6Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Effective Use of the Telephone Effective Use of the Telephone
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Active ListeningActive Listening
Focus attention on the call at hand.Focus attention on the call at hand. Give the caller the same attention as would be Give the caller the same attention as would be
given to a face-to-face visitor.given to a face-to-face visitor. Listen for clues about the patient. Is he or she Listen for clues about the patient. Is he or she
distressed? Agitated? Fearful?distressed? Agitated? Fearful?
8Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Developing a Pleasing VoiceDeveloping a Pleasing Voice
Callers should “hear a smile.”Callers should “hear a smile.” Provide excellent customer service.Provide excellent customer service. Enunciate clearly.Enunciate clearly. Use inflections.Use inflections. Listen to impressions the caller is making. Is he Listen to impressions the caller is making. Is he
or she worried? Frantic? or she worried? Frantic?
9Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Body Language Body Language
Points to RememberPoints to Remember
How something is said to a patient is just as How something is said to a patient is just as important as what is said.important as what is said.
Remember, the patient may be stressed or Remember, the patient may be stressed or worried about his or her condition.worried about his or her condition.
Every caller should feel that the medical Every caller should feel that the medical assistant has time to address his or her assistant has time to address his or her concerns.concerns.
10Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Telephone TipsTelephone Tips
Be alert and interested in the caller.Be alert and interested in the caller. Give the caller full attention.Give the caller full attention. Talk naturally.Talk naturally. Avoid using professional jargon.Avoid using professional jargon. Speak distinctly.Speak distinctly. Talk directly into the mouthpiece.Talk directly into the mouthpiece. Do not eat, drink, or chew gum while on the Do not eat, drink, or chew gum while on the
phone.phone.
11Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Holding the Handset CorrectlyHolding the Handset Correctly
Place the handset so that your voice is heard Place the handset so that your voice is heard clearly and distinctly.clearly and distinctly.
The mouthpiece should be about 1 inch from The mouthpiece should be about 1 inch from the lips and directly in front of the teeth.the lips and directly in front of the teeth.
Never hold the mouthpiece under the chin.Never hold the mouthpiece under the chin. Speak directly into headset mouthpiece.Speak directly into headset mouthpiece.
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Maintaining ConfidentialityMaintaining Confidentiality
All communications in the healthcare facility are All communications in the healthcare facility are confidential.confidential.
Use discretion when using the name of the Use discretion when using the name of the caller.caller.
Be careful about being overheard.Be careful about being overheard. Never use a speakerphone to retrieve Never use a speakerphone to retrieve
messages.messages.
13Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Thinking AheadThinking Ahead
Have the patient’s chart or bill at hand before Have the patient’s chart or bill at hand before dialing the phone.dialing the phone.
Write down a list of questions or goals for the Write down a list of questions or goals for the conversation.conversation.
Keep the call short to free phone lines.Keep the call short to free phone lines. Keep a list of frequently called numbers for staff Keep a list of frequently called numbers for staff
use and to offer to patients.use and to offer to patients.
14Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Techniques for Incoming CallsTechniques for Incoming Calls
Answer promptly.Answer promptly. Always answer by the third ring.Always answer by the third ring. Place subsequent calls on hold and take care of Place subsequent calls on hold and take care of
calls in order.calls in order. Make certain the call is not an emergency.Make certain the call is not an emergency. Keep your focus on the call. Keep your focus on the call. Never answer by stating “please hold” without Never answer by stating “please hold” without
verifying that the patient is able to hold.verifying that the patient is able to hold.
15Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Techniques for Incoming CallsTechniques for Incoming Calls
Identify the facility.Identify the facility. Use a telephone greeting as set forth in the Use a telephone greeting as set forth in the
policy and procedure manual.policy and procedure manual. The title “doctor” may need to be avoided, The title “doctor” may need to be avoided,
depending on the type of practice.depending on the type of practice. Salutations such as “good morning” are Salutations such as “good morning” are
optional.optional.
16Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Techniques for Incoming CallsTechniques for Incoming Calls
Identify the caller.Identify the caller. Ask who is calling.Ask who is calling. Repeat the caller’s name often.Repeat the caller’s name often. If the caller refuses to identify himself or herself, If the caller refuses to identify himself or herself,
politely refuse to forward the call to the politely refuse to forward the call to the physician.physician.
Refer the call to the office manager.Refer the call to the office manager.
17Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Techniques for Incoming CallsTechniques for Incoming Calls
Screen incoming calls.Screen incoming calls. Put calls from other physicians through at once, Put calls from other physicians through at once,
unless the policy manual requires other action.unless the policy manual requires other action. Identify the caller.Identify the caller. Determine who should receive the call.Determine who should receive the call. Take an accurate phone message.Take an accurate phone message. Cultivate a reputation for being helpful and Cultivate a reputation for being helpful and
reliable.reliable.
18Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Techniques for Incoming CallsTechniques for Incoming Calls
Minimizing wait time.Minimizing wait time. Ask the caller if he or she prefers to wait.Ask the caller if he or she prefers to wait. Return to the call often. Return to the call often. Give the caller an estimate as to the length of Give the caller an estimate as to the length of
time he or she will have to wait.time he or she will have to wait. Thank the patient for waiting.Thank the patient for waiting.
19Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Techniques for Incoming CallsTechniques for Incoming Calls
Transferring a callTransferring a call Ask permission to place the patient on hold.Ask permission to place the patient on hold. Call the person the patient wishes to speak to, Call the person the patient wishes to speak to,
and state that the call is being transferred.and state that the call is being transferred. Transfer the call.Transfer the call. Always send the call to the person who knows Always send the call to the person who knows
the most about the situation.the most about the situation.
20Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Techniques for Incoming CallsTechniques for Incoming Calls
Taking a phone messageTaking a phone message Name of person callingName of person calling Name of person the call is forName of person the call is for Caller’s phone numbersCaller’s phone numbers Reason for the callReason for the call Action to be takenAction to be taken Date and time of the callDate and time of the call Initials of person taking the messageInitials of person taking the message
21Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Techniques for Incoming CallsTechniques for Incoming Calls
22Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Taking Action on Phone MessagesTaking Action on Phone Messages
Make certain that phone messages receive Make certain that phone messages receive follow-up.follow-up.
Never trust memory alone for follow-up on Never trust memory alone for follow-up on messages.messages.
Establish a follow-up procedure to ensure that Establish a follow-up procedure to ensure that messages are not missed and that follow-up is messages are not missed and that follow-up is conducted on each message.conducted on each message.
23Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Ending a CallEnding a Call
Stick to business during the call.Stick to business during the call. Do not encourage chit-chat, but maintain a Do not encourage chit-chat, but maintain a
friendly attitude.friendly attitude. Ask if the patient has any further questions or if Ask if the patient has any further questions or if
you can assist him or her in other ways.you can assist him or her in other ways. Close the conversation, and let the patient hang Close the conversation, and let the patient hang
up first.up first. Replace the handset on the cradle gently.Replace the handset on the cradle gently.
24Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Retaining Records of Telephone Retaining Records of Telephone MessagesMessages
Develop a policy for message retention.Develop a policy for message retention. Many offices keep messages for the same Many offices keep messages for the same
amount of time records are kept.amount of time records are kept. Phone records include telephone bills.Phone records include telephone bills. Keep message pads.Keep message pads. Use message pads that make a copy of the Use message pads that make a copy of the
message.message. Document the number of attempts to return Document the number of attempts to return
calls.calls.
25Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Typical Incoming CallsTypical Incoming Calls
New patients scheduling appointmentsNew patients scheduling appointments Established patients scheduling appointmentsEstablished patients scheduling appointments Patients needing directionsPatients needing directions Inquiries about bills and feesInquiries about bills and fees Insurance provider questionsInsurance provider questions Requests for assistance with insuranceRequests for assistance with insurance Radiology and laboratory reportsRadiology and laboratory reports Satisfactory progress reports from patientsSatisfactory progress reports from patients Routine reports from hospitals and other sourcesRoutine reports from hospitals and other sources Office administration mattersOffice administration matters Requests for referralsRequests for referrals Prescription refillsPrescription refills
26Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Special Incoming CallsSpecial Incoming Calls
Patients refusing to discuss symptomsPatients refusing to discuss symptoms Unsatisfactory progress reportsUnsatisfactory progress reports Requests for test resultsRequests for test results Requests for information from third partiesRequests for information from third parties Complaints about care or feesComplaints about care or fees Calls from the physician’s family or friendsCalls from the physician’s family or friends Calls from staff members’ family and friendsCalls from staff members’ family and friends Angry or aggressive callersAngry or aggressive callers Emergency callersEmergency callers
27Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Questions to Ask during Questions to Ask during an Emergency Callan Emergency Call
At what telephone number can you be reached?At what telephone number can you be reached? Where are you located?Where are you located? What are the chief symptoms?What are the chief symptoms? When did they start?When did they start? Has this happened before?Has this happened before? Are you alone?Are you alone? Do you have transportation?Do you have transportation?
28Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Screening GuidelinesScreening Guidelines
One individual is often assigned screening One individual is often assigned screening duties.duties.
A written emergency protocol should be close to A written emergency protocol should be close to each phone.each phone.
Employees must not give any advice not on the Employees must not give any advice not on the written protocol.written protocol.
Emergency phone numbers should be Emergency phone numbers should be available.available.
Make certain that the physician can always be Make certain that the physician can always be reached.reached.
29Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Getting Information Getting Information the Physician Needsthe Physician Needs
Listen carefully to the physician when he or she Listen carefully to the physician when he or she is questioning patients about their symptoms.is questioning patients about their symptoms.
The medical assistant will learn to anticipate the The medical assistant will learn to anticipate the physician’s needs. physician’s needs.
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Getting Information Getting Information the Physician Needsthe Physician Needs
31Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Outgoing CallsOutgoing Calls
Plan outgoing calls in advance.Plan outgoing calls in advance. Have all information available when making Have all information available when making
the call.the call. Make a list of questions.Make a list of questions. Be courteous and use good diction and Be courteous and use good diction and
enunciation skills.enunciation skills. Make all outgoing calls at once to use time to Make all outgoing calls at once to use time to
the best advantage.the best advantage. Organizing calls increases office efficiency.Organizing calls increases office efficiency.
32Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Telephones of TodayTelephones of Today
VoicemailVoicemail Widely used.Widely used. Most employees have their own voicemail.Most employees have their own voicemail. Often frustrating for patients who have to go Often frustrating for patients who have to go
through several voicemail menus.through several voicemail menus. Temporary greetings can be recorded for Temporary greetings can be recorded for
vacations and meetings.vacations and meetings.
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Telephones of TodayTelephones of Today
Answering machinesAnswering machines Similar to voicemail.Similar to voicemail. Machine is attached to a telephone or a part of Machine is attached to a telephone or a part of
the telephone.the telephone. Some have microcassettes or regular Some have microcassettes or regular
cassette tapes.cassette tapes. Less common now that voicemail is popular.Less common now that voicemail is popular.
34Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Telephones of TodayTelephones of Today
Answering servicesAnswering services Phones answered by operators.Phones answered by operators. Most offer round-the-clock coverage.Most offer round-the-clock coverage. Operators follow physician’s instructions Operators follow physician’s instructions
regarding call backs and pages.regarding call backs and pages. Operators often cover calls during lunch hours Operators often cover calls during lunch hours
and meeting times.and meeting times.
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Telephones of TodayTelephones of Today
Automatic call routingAutomatic call routing Often extremely frustrating for the patientOften extremely frustrating for the patient Especially frustrating for elderly patientsEspecially frustrating for elderly patients Call is answered automatically, and callers are Call is answered automatically, and callers are
given options: given options:
““For appointments, press 1…For appointments, press 1…
For insurance questions, press 2…”For insurance questions, press 2…”
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Telephones of TodayTelephones of Today
Call forwardingCall forwarding Allows user to forward calls to another Allows user to forward calls to another
designated numberdesignated number Keeps the user from missing important calls Keeps the user from missing important calls
when on the gowhen on the go
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Telephones of TodayTelephones of Today
Caller IDCaller ID Allows the user to see who is calling before Allows the user to see who is calling before
picking up the handset.picking up the handset. Caller’s name and phone number usually appear.Caller’s name and phone number usually appear. Lets the user decide whether to answer the call.Lets the user decide whether to answer the call. Call waiting caller ID identifies callers while the Call waiting caller ID identifies callers while the
phone is in use.phone is in use. Caller ID Blocker may need to be disabled when Caller ID Blocker may need to be disabled when
a patient expects an after-hours call from a patient expects an after-hours call from the physician.the physician.
38Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Telephones of TodayTelephones of Today
Cellular phonesCellular phones Many individuals no longer have a home phone Many individuals no longer have a home phone
and opt to have cell phones only.and opt to have cell phones only. Commonplace today, although considered a Commonplace today, although considered a
luxury item as recently as 10 years ago.luxury item as recently as 10 years ago. Some allow Internet access and play MP3s.Some allow Internet access and play MP3s. Families or members of groups often can talk to Families or members of groups often can talk to
one another for free.one another for free.
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Telephones of TodayTelephones of Today
PagersPagers Not as popular since the advent of cell phones.Not as popular since the advent of cell phones. Newer models allow Internet access and news Newer models allow Internet access and news
broadcasts.broadcasts. Text messaging is available on newer pagers.Text messaging is available on newer pagers.
40Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Telephones of TodayTelephones of Today
Fax machinesFax machines Imperative in physician’s offices.Imperative in physician’s offices. Confidentiality is critical.Confidentiality is critical. Use cover sheets that stress confidentiality.Use cover sheets that stress confidentiality.
41Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Telephones of TodayTelephones of Today
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Telephones of TodayTelephones of Today
HeadsetsHeadsets Allow the user to use both hands.Allow the user to use both hands. Most are comfortable and lightweight.Most are comfortable and lightweight. Many have cords that allow for quick disconnect Many have cords that allow for quick disconnect
so that the user can walk around and still be so that the user can walk around and still be connected to a call.connected to a call.
43Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Long Distance CallsLong Distance Calls
Many telephone companies offer nationwide Many telephone companies offer nationwide long distance for very reasonable fees on land long distance for very reasonable fees on land lines and cell phones.lines and cell phones.
Be careful of directory assistance calls; look for Be careful of directory assistance calls; look for phone numbers on the Internet and in phone phone numbers on the Internet and in phone directories.directories.
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Time ZonesTime Zones
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Wrong NumbersWrong Numbers
Always apologize when a wrong number is Always apologize when a wrong number is reached.reached.
If a wrong number is reached long distance, call If a wrong number is reached long distance, call the operator and ask for credit on the phone bill.the operator and ask for credit on the phone bill.
46Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Conference CallsConference Calls
Can be set up through operators or through Can be set up through operators or through conference call services.conference call services.
Can be local or long distance, or both.Can be local or long distance, or both. Charges are added for the number of places Charges are added for the number of places
connected, distance between parties, number of connected, distance between parties, number of parties, and length of the call.parties, and length of the call.
47Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Operator-Assisted Calls and ServicesOperator-Assisted Calls and Services
Person-to-personPerson-to-person Billing to a third partyBilling to a third party Collect callsCollect calls Requests for time and chargesRequests for time and charges Certain calls placed from hotelsCertain calls placed from hotels Credit for wrong numbersCredit for wrong numbers Conference callsConference calls Some international callsSome international calls
48Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Telephone DirectoriesTelephone Directories
Usually divided into three sections:Usually divided into three sections: Introductory pagesIntroductory pages White pagesWhite pages Yellow pagesYellow pages
Many directories have blue pages, which list Many directories have blue pages, which list government offices and services.government offices and services.
Make a practice of using www.yellowpages.com!Make a practice of using www.yellowpages.com!
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Other Information in DirectoriesOther Information in Directories
Emergency servicesEmergency services Service callsService calls Dialing instructionsDialing instructions Area codesArea codes Newcomer informationNewcomer information Community service numbersCommunity service numbers Prefix locationsPrefix locations Rates and regulationsRates and regulations
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Personal Phone DirectoryPersonal Phone Directory
The personal phone directory should include The personal phone directory should include numbers that employees frequently call.numbers that employees frequently call.
Establish a list of community resources that Establish a list of community resources that includes phone numbers and contact includes phone numbers and contact information.information.
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Summary of ScenarioSummary of Scenario
Give every call the attention that it deservesGive every call the attention that it deserves Remain calm, no matter what is happening on Remain calm, no matter what is happening on
the other end of the telephone line.the other end of the telephone line. Treat callers as you would personally wish to Treat callers as you would personally wish to
be treated.be treated.
52Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Closing CommentsClosing Comments
Make certain that the patient hears caring Make certain that the patient hears caring and compassion in your voice.and compassion in your voice.
Always try to help the patient accomplish Always try to help the patient accomplish what he or she set out to do when making the what he or she set out to do when making the call to the office.call to the office.
Make certain that follow-up on every call is Make certain that follow-up on every call is completed in a timely manner.completed in a timely manner.