Chapter 22- Telephone Techniques Techniques Flashcards
Jargon:
The vocabulary of a particular profession as opposed to common, everyday terms.
Active Listening:
Listen inventively/ carefully and restate.
- Eye contact
- Asking questions
- Being actively involved in the conversation
- Don’t cut the person off, let them speak.
Pitch:
The depth of a tone or sound, a sistinctive quality of sound.
Enunciation:
The use of articulate, clear sounds when speaking.
Types of Incoming Calls:
- Schedule Appointments
- Cancel Appts
- Billing
- Other Professionals calling
- Sales
- Prescription refills
What to do with angry caller?
Remain calm
-use lower tone of voice, listen carefully & identify what the pt would like to see happen.
-I’m sorry, but how can I help you?
How long do you put a pt on hold?
No longer than 60 secs
- 3 minutes
Answering Service:
A commercial service that answers telephone calls for its clients.
- Office PAY for this service
Test results?
The MA needs to follow the facility’s policy on identifying the pt.
- Don’t give out results until doc approves.
How do you answer phone?
- Answering promptly
- Greet
- Identify the caller
- Taking messages ?
How do you end call?
- Say a polite
How do you create a positive impression over the phone?
Smile :)
Call forwarding:
- allows the user of one phone to automatically to another #.
How to use speaker phone?
Inform the caller that they will be placed on speakerphone.
-notify the caller of everyone on the call.
-make sure the call takes place in an area where the conversation can not be overheard.
- door or reception window should be closed before the caller is placed on speaker,
Triage:
prioritize the pt needs
