Written & Telephone Communication Flashcards
What is written documentation for?
serve as legal records
- communication
What is the most common envelope size?
no. 10
- preprinted
What is on formal business stationary?
- name and address
- associates
- phone and fax numbers
- website information and email
What are the 4 main parts of a business letter?
- heading
- opening
- body
- closing
What is the important rule about faxing?
always using cover sheet
Why do we use email?
permanent traceable record of communication
What is the most common mail type?
first-class mail
What is second-class mail?
newspapers and periodicals
What is media mail?
third-class mail
- not used by medical offices
What is the most secure type of mail?
registered mail
What is TDD?
telecommunication device for the deaf
- message received by typed text
- reply by spoken word
What are the 5 c’s of effective communication?
- completeness
- consideration
- conciseness
- concreteness
- clarity
What should you do before placing patient on hold?
- offer to call back
- return to caller frequently
What should you do before ending phone conversation?
- summarize important points
- thank the caller for calling
- document call in the medical record
What is the role of a MA for calls about appointments?
make or change appointments
What is the role of a MA for calls about billing?
- clarify bill or charges
- help set up payment arrangements if possible
What is the role of a MA for calls about diagnostic reports?
document what information is given to the patient
What is the role of a MA for calls about questions about medications?
- get approval for renewals
- answer questions
What is the role of a MA for calls about reports of symptoms?
- listen carefully and document
- schedule appointment as needed
What is the role of a MA for calls about progress reports?
- route follow-up calls to the physician
- document call in patient record
What is the role of a MA for calls about requests for advice?
don’t give medical advice
What is the role of a MA for calls about complaints?
- remain calm and listen carefully
- apologize for any inconveniences
- follow through to resolve issue
What is important to document from a phone call?
- date/time of call
- name and DOB
- call back number
- request or message
- my name
How should a MA place outgoing calls?
- leave info for the patient to call back
- don’t leave test results
