Assignment task:
Maintaining an organized calling area will help you to answer calls in a professional and proactive manner. It is good practice to always make sure the area has all of the supplies you might need for taking patient calls. Though patient messages will typically be entered directly into the EHR, it is good practice to have supplies, such as a notepad, pens or pencils, on hand, as well as an updated list of office phone extensions. Make sure that you are familiar with office procedures before interacting with patients on the phone so that you are able to be helpful and focused when communicating with a patient. Following HIPAA guidelines, be sure to keep your monitor at such an angle so that it cannot be seen by patients signing in or out. If you must leave your station during the day, log out of any patient's EHR or minimize your screen. The patient's first impression of the office's level of professionalism will often be created during a phone call. It's important to demonstrate good time management principles by never allowing the phone to ring more than three times before answering. (Phone Rings) Answer the phone using the clinic's preferred greeting and your name. Speak directly and clearly into the phone, and give the caller your full attention. Your voice should be pleasant in tone, and should never give the caller the impression that they are bothering or interrupting you. Identify the caller and the proper spelling of the caller's name. Write it down in the event that you need to look up the patient's record. Give the impression that you are attentive by using the caller's name for the duration of the phone call. If using a multi-line phone, stay organized and be sure to indicate which line the caller is on. Use active listening skills to ascertain whether the call is an emergency. Be prepared to gather additional information, repeating information back to the caller to confirm accuracy. It is important to gather complete information so that the call can be assisted or directed appropriately. Work within your scope of practice and only attempt to address situations that you are equipped to address. Follow written screening protocols for all telephone calls. If the caller is asking to leave a message, input the message directly into the electronic health records or forward the caller to the confidential voicemail of the intended party. If it is necessary to manually take the message, be sure that you record the date and time of the call, the full name of the individual calling, and two numbers that the individual can be reached at, including the area code and extension. Include also the date of birth, or other identifying information, the name of the individual for whom the message is intended, the reason for the call, any action to be taken, and your name. Read back the information to make sure that it is accurate and spelled correctly. If the caller is an established patient, it is helpful to make notes in the electronic health record before delivering the message to the intended individual. If a caller seems agitated or upset, it is especially important to remain calm in both your tone and your demeanor. Unless is it a medical emergency that requires immediate attention, allow the caller to speak without interruption. If the call is an emergency, begin screening procedures as needed and attend to any special patient needs. Lowering your own voice and slowing your rate of speech can have a calming effect on an angry caller. Use active listening skills to verify that you understand the problem. Telling the patient that you understand does not mean that you agree with the caller, but rather indicates that you are empathetic to his or her concerns. Resist the urge to take the call personally. Within your scope of practice, offer your assistance. Summarize with the patient what it is that you will be doing to address his or her concerns. Ask the patient to confirm the accuracy of your summary. Document the call and any action that you will take. Notify the provider or clinic manager about the problem and the caller's response immediately. Follow through with whatever you offer in a timely manner. Confirm that any requests you make are addressed. End any phone call with a professional "Thank You" or "Good-bye." Let the caller hang up before you disconnect. If the caller thinks of a last minute question they will have the opportunity to ask. At the end of your shift, protect patient confidentiality by shredding any notes or papers that contain personal information.
The telephone is the center of all activity in the medical office just as it is with any business. The professional attitude conveyed to the caller is critical to success. Describe proper techniques for answering the telephone in a health care setting?
Describe how you would handle a caller that appears to be angry or unreasonable?
What can you do to assure you have obtained and documented the information correctly from the patient and met the patient's needs?