TEACH Lesson Plan Manual for Kinn’s
The Medical Assistant: An Applied
Learning Approach
12th edition
Chapter 9
Telephone Techniques
Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved.
1
Lesson 9.1
Telephone Use in the Medical Office
1.
2.
3.
5.
4.
Define, spell, and pronounce the terms listed in the
vocabulary.
Determine and discuss the source of incoming and
outgoing calls to a physician’s office.
Describe how to develop a pleasing telephone
voice.
Explain why courtesy is so important when speaking
on the telephone.
Demonstrate the correct way to hold a telephone
handset.
Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved.
2
Lesson 9.1
Telephone Use in the Medical Office
6.
7.
8.
9.
10.
Demonstrate the correct way to answer the
telephone in the office.
Discuss different ways to handle callers who want to
speak to the physician.
List the seven elements of a correctly handled
telephone message.
Demonstrate the correct way to record a message
accurately and take a request for action.
Demonstrate the most efficient way to call in a
prescription or a prescription refill to a pharmacy.
Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved.
3
Introduction
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Sources of most calls
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Established patients
New patients
Reports of treatment results or emergencies
Physician referrals
Laboratory results
Pharmacies and patients for prescription refills
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4
Active Listening
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5
Pleasing Telephone Voice
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Use proper enunciation, diction, pitch, and
clarity
Use pleasant inflection with friendly, warm
tone
Use courtesy and tact
Avoid medical jargon and use correct
grammar
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6
Telephone Handset
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
Handset mouthpiece should be 1 inch from
lips and directly in front of teeth
Speak directly into mouthpiece of headset,
same distance as handset
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7
Maintaining Confidentiality
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All communications are confidential
Use discretion when mentioning names,
symptoms, or other information
Never use speaker phone
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8
Thinking Ahead
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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
List of frequently called numbers saves time
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9
Answering Promptly
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Answer quickly and always by third ring
With multiple lines, place first call on hold
long enough to ask second caller to hold
If emergency, let others on hold know they
may have to wait or be called back
Do not multitask while on a phone call
Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved.
10
Identifying the Facility
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Identify facility first
Say your name
Choose a greeting and practice saying it
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11
Identifying the Caller
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If caller does not identify self, ask who is
calling
Write name down immediately
Try to use caller’s name at least three times
during conversation
Handle callers who will not identify selves
according to office policy
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12
Screening Incoming Calls
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Learn physician's preferences for receiving
calls or returning later
Explain that 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 caller
Record messages accurately and document
calls
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13
Minimizing Wait Time
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Keep callers on hold as short a time as
possible
Once per minute, check back in with patient
holding for physician
Offer to have call returned, rather than wait
on hold
Always thank caller for waiting
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14
Transferring a Call
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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 how to direct calls to appropriate staff
member
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15
Taking a Telephone Message
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Use message pad or computer system to
record the following:
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Name of call recipient
Name of caller
All contact numbers for caller
Reason for call
Action to be taken
Date and time of call
Initials of person taking call
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16
Taking Action on Messages
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Message procedure incomplete until
necessary action is taken
Add notation to carry over to next day, if
necessary
Note patients’ attitudes if significant, to help
physician when returning call
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17
Ending a Call
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End calls promptly
Thank caller, close conversation with a form
of goodbye
Allow caller to hang up first
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18
Retaining Records of
Telephone Messages
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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
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19
Directions
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Clear set of directions written out to read to
caller, if requested
Prepare directions from various points in the
area
Place map on office Web site for patients to
print
Do not refer to Internet mapping site
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20
Inquiries about Bills
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If patient calls with billing question, obtain
ledger from computer or files
If routine, ask if you can help answer the
question
Arrange payment plan and note call in
medical record
Refer to billing office if necessary
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21
Inquiries about Fees
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Give estimates of fees before patient sees
physician
Follow estimates by stating that fees vary
depending on patient’s condition and tests
ordered
Have schedule of fees available
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22
Participating Provider
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
Patients call to inquire if physician is a
participating provider with their insurance
plan or managed care organization
Keep updated list of valid plans by phone
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23
Requests for Assistance with
Insurance
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Medical facility typically files insurance claims
Patients may call to require about claim
status
Answer inquiries patiently and provide help
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24
Radiology and Laboratory Reports
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Urgent reports may be faxed, telephoned, or
emailed to physician’s office
Relay reports to physician
If marked STAT, physician wants results
immediately
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25
Satisfactory Progress Reports
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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
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26
Routine Reports from Hospitals


Hospitals and other sources may call to
report a patient’s progress
Take message carefully and give to physician
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27
Office Administration Matters
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Calls may not refer to patients
Accountant, auditor, office suppliers, office
maintenance, etc.
Handle calls or refer to appropriate person
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28
Requests for Referrals
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
May be handled without consulting physician,
if a list of referral practitioners is provided
If insurance plan requires a written referral,
physician must handle
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Most physicians require office visit to discuss
referral
Then call referral physician and notify of referral
Document all referrals in medical record
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29
Prescription Refills


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Pharmacies call to obtain approval for
patient’s refill
Any refills should be authorized only with
physician's approval
Check with physician and call back
Some medications require written prescription
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30
Patients Refusing to Discuss
Symptoms
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
Some patients may insist on only discussing
symptoms with physician over phone
If patient refuses, suggest he or she make
appointment to discuss in person with
physician
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31
Unsatisfactory Progress Reports
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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
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32
Requests for Test Results
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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 further instructions
Refer any questions to physician
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33
Requests for Test Results, cont’d
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Schedule appointment with physician for
serious abnormal results
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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
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34
Complaints about Care or Fees
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
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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
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35
Personal Calls
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Personal calls to physician
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Handle according to physician’s instructions and
be tactful
Personal calls to staff

Only take personal calls in case of emergency
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36
Lesson 9.2
Specialty Calls, Telephone Services,
and Equipment
12.
11.
13.
14.
Explain how angry callers might be handled.
Discuss how the medical assistant should handle
callers who have a complaint.
List several questions to ask when handling an
emergency call.
Discuss several useful sections of the introductory
pages of the phone directory.
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37
Angry Callers
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Take required action
Acknowledge importance of call and reassure
caller of your assistance
Lower 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
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38
Aggressive Callers
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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
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39
Unauthorized Inquiry and Sales Calls
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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
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40
Physician Shopping
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Prospective patients call seeking information
about medical office
May want to know physician’s background
before selecting the office
Be polite and answer questions respectfully
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41
Complaints
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Find source of problem and present options
to caller for resolution
Treat callers in same way you would wish to
be treated
Complaint may seem small to you, but is
paramount to patient
Good customer service remedies many
complaints
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42
Callers with Difficulty Communicating
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If callers are not primarily English speakers,
they may be difficult to understand
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Use listening skills to understand
Ask questions to be sure you understand
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43
Emergency Calls
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Require good judgment from person
answering calls
Know what constitutes a real emergency and
how to handle it
Never hang up on emergency until help
arrives
Urgent calls require prompt attention but are
not life-threatening
Policies and procedures manual should
dictate what to do
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44
Emergency Calls, cont’d
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

Emergency calls may need to be transferred
to physician if possible
Written plan of action in case physician is not
available to handle call
Develop typical questions to ask caller to
determine nature of emergency
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45
Screening Guidelines
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One person may be designated to screen
calls
Written telephone protocol should dictate how
to handle urgent and emergency situations
Emergencies should be transferred to
physician
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46
Obtaining Information for Physician
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Duration of symptoms
Remedies tried at home
Specifics about symptoms
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47
Typical Outgoing Calls
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Most are responses to incoming calls
Plan outgoing calls in advance
Organizing calls increases efficiency
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48
Voice Mail
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Around-the-clock method to receive patient
messages
Answer voice mails messages promptly
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49
Answering Services
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Provide an operator to answer calls when
office is closed
May also answer when office is open, but
staff cannot answer a call
Check in with answering service each
evening and morning
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50
Automatic Routing and
Call Forwarding
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
Automatic call routing has automated
message with list of options to route calls
Call forwarding allows user to forward calls to
another number to prevent missing important
calls while away
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51
Caller ID and Blocking
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
Caller ID allows user to see who is calling
before picking up
Caller ID blocking blocks calls from unknown
numbers
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52
Fax Machines
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
Allow user to send and receive copies of
printed documents over telephone lines
Protect confidentiality by using cover sheets
and alerting recipient fax is coming
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53
Headsets
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
Keep hands free while talking on phone
Many are lightweight and made for mobility
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54
Long-Distance and Special Services
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Efficient way to get information quickly
Directory assistance can provide numbers
Internet searches are a free way to obtain
numbers
Consider the different time zones before
placing calls
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55
International Service
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International Direct Distance Dialing (IDDD)
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International code 011
Country code
City code
Local telephone number
The pound sign (#) button if the telephone is
touchtone
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56
Conference Calls
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Connect numerous points for a conference
Each person can hear or talk to all others
participating
Set up by a normal long distance operator or
through conference call services
Schedule a call by relaying pertinent
information about time, date, and the
individuals included
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57
Operator-Assisted Calls
and Services
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Person to person
Billing to a third party
Collect calls
Requests for time and charges
Certain calls placed from hotels
Credit for wrong numbers
Conference calls
Some international calls
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58
Number and Placement
of Telephones
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

Know how to use multiple-line systems
Place phones where accessible but private
Courtesy phone for patients to use upon
request
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59
Using a Telephone Directory


Primary purpose is to provide lists of those
who have telephones, their telephone
numbers, and in most cases their addresses
Aid in checking spelling of names and in
locating certain businesses

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
Introductory pages
Alphabetic pages (white pages)
Yellow pages
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60
Personal Phone Directory


Include all numbers frequently called
Emergency numbers might be typed on a
colored card or flagged with a colored tab
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61
Identifying Community Resources


Keep a list of community resources that might
be of assistance to patients
Information can be found in first few sections
of telephone book
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62
Patient Education
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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
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63
Legal and Ethical Issues

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
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
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64
Questions?
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65