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. | 13 Telephone Techniques Learning Outcomes (cont.) Explain the purpose of the telecommunications equipment commonly found in the medical office. Relate the five Cs of effective communication to telephone communication skills. . Define the following terms involved in making a good impression on the telephone: telephone etiquette, pitch, pronunciation, enunciation, and tone Learning Outcomes (cont.) Describe how to appropriately handle the different types of calls coming into the medical practice. Summarize the purpose of the office routing list in regards to call screening. Carry out the procedure for taking a complete telephone message. Outline the preparation required prior to making outgoing calls and the skills used in making the phone call. Introduction Telecommunications Telephone Etiquette Routing calls Triaging calls Messages Other communication devices Learning Outcome: Explain the purpose of the telecommunications equipment commonly found in the medical office. It is important to use proper telephone etiquette to effectively handle various types of incoming and outgoing calls. Slang and abbreviations used in texting and private emails are inappropriate. You must be able to differentiate the types of calls that come into the office in order to route them correctly. You must also be able to properly and effectively triage (prioritize) calls so that emergencies are handled correctly. Other communication devices are used in the medical office include automated telephone menu equipment, voicemail, answering services and machines, TDDs, cell phones, and pagers. Telecommunications Equipment Telephone system Multi-line telephones Automated voice response unit Answer calls Make reminder calls Patient surveys Learning Outcome: Explain the purpose of the telecommunications equipment commonly found in the medical office. Telephone system - primary communication tool for the medical office. Most modern . | 13 Telephone Techniques Learning Outcomes (cont.) Explain the purpose of the telecommunications equipment commonly found in the medical office. Relate the five Cs of effective communication to telephone communication skills. . Define the following terms involved in making a good impression on the telephone: telephone etiquette, pitch, pronunciation, enunciation, and tone Learning Outcomes (cont.) Describe how to appropriately handle the different types of calls coming into the medical practice. Summarize the purpose of the office routing list in regards to call screening. Carry out the procedure for taking a complete telephone message. Outline the preparation required prior to making outgoing calls and the skills used in making the phone call. Introduction Telecommunications Telephone Etiquette Routing calls Triaging calls Messages Other communication devices Learning Outcome: Explain the purpose of the telecommunications .
