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Lecture Medical assisting: Administrative and clinical competencies (2/e) - Chapter 11

Chapter 11 - Telephone techniques. In this chapter, you will learn key terms associated with telephone techniques. After completing this chapter, you will understand which calls may be handled by the medical assistant and which require the physician's attention. This chapter helps you identify which calls are considered emergencies and how to properly route these calls. You will learn how to effectively handle difficult telephone situations or complaints and how to properly document messages taken. | PowerPoint® to accompany Second Edition Chapter 11 Copyright © The McGraw-Hill Companies, Inc. Permission required for reproduction or display. Medical Assisting Chapter 11 Ramutkowski • Booth • Pugh • Thompson • Whicker Objectives 11-1 Explain how to manage incoming telephone calls. 11-2 Explain the importance of communication skills. 11-3 Compare the types of calls the medical assistant handles with those the physician or other staff members handle. 11-4 Describe how to handle various types of incoming calls from patients and from others. 11-5 Discuss the importance of proper telephone etiquette. Telephone Techniques Objectives 11-6 Describe the procedures for taking telephone messages. 11-7 Explain how to retrieve calls from an answering service. 11-8 Describe the procedures for placing outgoing calls. 11-9 Explain the function of telephone triage in the medical office. 11-10 Explain the uses of a facsimile machine in the medical office. Telephone Techniques (cont.) . | PowerPoint® to accompany Second Edition Chapter 11 Copyright © The McGraw-Hill Companies, Inc. Permission required for reproduction or display. Medical Assisting Chapter 11 Ramutkowski • Booth • Pugh • Thompson • Whicker Objectives 11-1 Explain how to manage incoming telephone calls. 11-2 Explain the importance of communication skills. 11-3 Compare the types of calls the medical assistant handles with those the physician or other staff members handle. 11-4 Describe how to handle various types of incoming calls from patients and from others. 11-5 Discuss the importance of proper telephone etiquette. Telephone Techniques Objectives 11-6 Describe the procedures for taking telephone messages. 11-7 Explain how to retrieve calls from an answering service. 11-8 Describe the procedures for placing outgoing calls. 11-9 Explain the function of telephone triage in the medical office. 11-10 Explain the uses of a facsimile machine in the medical office. Telephone Techniques (cont.) Using The Telephone Effectively Good telephone techniques leave the patient with a positive impression of: You The Physician The Practice Good Telephone Management Shows That: Poor Telephone Management Results In: Staff is caring Staff is attentive Staff is helpful Bad feelings Misunderstanding Unfavorable impressions Using The Telephone Effectively The 5 C’s of Communication Complete Clear Concise Courteous Cohesive Managing Incoming Calls Calls should be answered promptly Greet the caller with the medical office name and your name Be courteous, calm, and pleasant Identify the nature of the call If the caller does not give his/her name, ask for it Use the caller’s name when communicating and saying goodbye at the end of the call Managing Incoming Calls (cont.) Screening Calls Follow the office policy to determine: Calls that should be put through immediately Calls that should be returned later Calls that should be handled by another staff member other than the physician .