Telephone Techniques Notes

Telephone Techniques Introduction Sources of most calls o Established patients o New patients o Reports or treatment results or emergencies o Physician referrals o Laboratory results o Pharmacies and patients for prescription refills Multiple-Line Telephone Even the smallest of healthcare facility has at least two telephone lines o Allows you to transfer calls and possibly set up conference calls o Has a button for each line Headset Can improve you ergonomics and improve neck strain Combination earphone and microphone Can adjust the volume in the earpiece Features Speakerphone Conference calls Caller ID Voice mail Intercom Call hold Speed dialing Telephone Equipment Needs of a Healthcare Facility Two incoming line, along with a private outgoing line with a separate number, is the minimum One medical assistant can handle no more than two incoming lines Telephones should be placed where they are accessible but private Administer glucose tabs Active Listening Be present in the moment Focus solely on the conversation Don’t interrupt Don’t start forming you response before the person has finished speaking Confirm what the speaker has said, and ask if your interpretation is correct Always be respectful and professional Developing a Pleasing Telephone Personality Use proper enunciation, diction, pitch, and clarity Use pleasant inflection with friendly, warm tone Use courtesy and be tactful Avoid medical jargon and use correct grammar Thinking Ahead Before a call, have all necessary information ready Have pen and pad ready to take notes Write down list of questions or goals for conversation Keeping a list of frequently called numbers saves time Confidentiality All communication in a healthcare facility must maintain patient confidentiality If patient-sensitive information needs to be discussed, place the call in an area where others cannot hear Be careful when using speakerphone Answering Promptly Answer quickly and always by the third ring With multiple lines, place first call on hold long enough to ask second caller to hold If an emergency, let others on hold know they may have to wait or be called back Do not multitask while on a phone call Identifying the Facility Identify facility first Say your name Choose a greeting and practice saying it Identifying the Caller If the caller does not identify self, ask who is calling Write name down immediately Try to use caller’s name at least three times during the conversation Handle callers who will not identify selves according to office policy Screening Incoming Calls Learn the physician’s preferences for receiving calls or returning them later Explain that the physician will return calls as soon as possible Provide approximate time frame for when caller can expect to hear back Ask for phone number of callers Record messages accurately and document calls Questions to ask: o o o o o o o At what telephone number can you be reached? Where are you located? What are the chief symptoms? When they start? Has this happened before? Are you alone? Do you have transportation? Getting the Information the Provider Needs As the medical assistant gains experience and knows the provider better, he or she begins to have a sense of the questions the provider will have Remember to always be patient with patients Placing Caller on Hold Keep callers on hold as short a time as possible Once per minute, check back in with the patient holding for the physician Offer to have call returned, rather than wait on hold Always thank the caller for waiting Transferring a Call Ask permission when placing caller on hold and to transfer calls Identify caller to person receiving transferred call If unavailable, ask caller if he or she would prefer to leave a voice mail or take a message Know now to direct calls to appropriate staff member Taking a Message Use message pad or computer system to record the following: o Name of person calling o Name of the person to whom the call is directed o All contact numbers for caller o Reason for call o Action to be taken o Date and time of call o Initials of person taking call Taking Action on Telephone Messages Message procedure is incomplete until necessary action is taken Add notation to carry over to next day, if necessary Note patient’s attitudes if significant, to help physician when returning call Retaining Records of Telephone Messages Office should have policy on retention of message records Electronic systems should send directly to medical record Keep handwritten message pads for period of statute of limitations Requests for Directions Have an accessible, clear set of directions on how to get to the office written out to read to caller, if requested Prepare directions from various points in the area Place map on the office website for patients to print Do not simply suggest that patient refer to an internet map Inquiries About Bills If patient calls with billing questions, obtain ledger from computer or files If inquiry is routine, ask if you can help answer the question Arrange payment plan and note call in medical record Refer to billing office if necessary Inquiries About Fees Give estimates of fees before patient sees physician Follow this by stating that fees vary depending on patient’s condition and tests ordered Have schedule of fees available Participating Provider Patients call to inquire whether physician is a participating provider with their insurance plan or managed care organization Keep an updated list of valid plans by phone Requests for Assistance with Insurance Medical facility typically files insurance claims Patients may call to inquire about claim status Answer inquiries patiently and provide help Radiology and Laboratory Reports Urgent reports may be faxed telephoned, or e-mailed to physician’s office Relay reports to physician If marked STAT, physician wants results immediately Satisfactory Progress Reports Physician may ask patient to report on condition a few days after visit Take calls and relay information to physician if report is satisfactory Immediately inform physician if report is unsatisfactory Routine Reports from Hospitals and Other Sources Hospitals and other sources may call to report a patient’s progress Take message carefully and give to physician Request for Referrals May be handled without consulting physician, if a list of referral practitioners is provided If insurance plan requires a written referral, physician must handle o Most physicians require office visit to discuss referral o Then, call referral physician and notify of referral Document all referrals in medical record Office Administration Matters Calls may not refer to patients Accountant, auditor, office suppliers, office maintenance, etc. Handle calls or refer to appropriate person Patients Refusing to Discuss Symptoms Some patients may insist on discussing symptoms only with physician over phone If patient refuses to discuss symptoms, suggest he or she makes appointment to discuss in person with physician Unsatisfactory Progress Reports Do not give medical advice to patients Make detailed notes about patient’s unsatisfactory progress Present notes to physician Follow up with patient with physician’s instructions Requests for Test Results Patients call for test results Physician must see results and give permission to share results with patient Only provide abnormal test results if authorized, and give future instructions Refer any questions to physician Schedule appointment with physician for serious abnormal results o These types of results best relayed in person Identify patient properly before giving results Patient must give written permission before any information may be given to third-party callers Complaints About Care or Fees Explain charges by reviewing bill with patient If patient is angry, offer to pull chart, research problem, and discuss with physician Reassure patient you want to help Angry Callers Take required action Acknowledge importance of call and reassure caller of your assistance Lower your tone of voice and volume to encourage calm manner Avoid getting angry and try to get to root of real problem Express interest, take careful notes, and follow through Aggressive Callers Insist they receive whatever action they feel necessary immediately Treat them with calm, poised attitude Do not let aggression force you to take inappropriate action Explain when caller can expect a response from office Follow up that appropriate action was taken Unauthorized Inquiry and Sales Calls Callers requesting information to which they are not entitled should be politely denied Keep sales calls quick Know which companies and reps office works with Callers with Difficulty Communicating If callers are not primarily English speakers, they may be difficult to understand o Use listening skills to understand o Ask questions to be sure you understand Typical Outgoing Calls Most are responses to incoming calls Plan outgoing calls in advance Organizing calls increases efficiency Time Zones Important to keep in mind If you are trying to get information from an insurance company, call when someone will be available to answer questions Continental United States is divided into four time zones: o Pacific o Mountain o Central o Eastern Long-Distance Calling Efficient way to get information quickly Directory assistance can provide numbers In some areas, use 1-411 Internet searches are a free way to obtain numbers Using a Telephone Directory Primary purpose o Provides lists of those who have telephones, their telephone numbers and in most cases their addresses Aids in checking spelling of names and in locating certain businesses o Introductory pages o Alphabetic pages (white pages) o Yellow pages Answering Services Patients expect to be able to contact their provider if an emergency arises After office hours, most healthcare facilities use an answering service or answering machine o With an answering service, an actual person answers the call, which can be comforting for patients Automatic Call Routing Caller is given a menu of choices Can be an efficient way to handle a large volume of calls Patient Education Recordings that offer health information can play while patients wait on hold Messages about special events can be announced Phone directories can offer listings of health information Legal and Ethical Issues Take care that no one overhears sensitive information while on the phone Do not place or receive personal phone calls during work hours Telephone and message records may be brought into court as evidence Make sure all messages are complete and legible