tailieunhanh - Lecture Medical assisting: Administrative and clinical procedures with anatomy and physiology (4/e) – Chapter 11

Chapter 11 - Telephone techniques. After reading this chapter, you will be able to demonstrate proper telephone etiquette by using common courtesy, proper pronunciation, tone, and enunciation while speaking. You will learn how to effectively handle difficult telephone situations or complaints and how to properly document messages taken. | 11 Telephone Techniques 11- Explain the importance of communication skills. Explain how to manage incoming telephone calls. Describe how the Health Insurance Portability and Accountability Act (HIPAA) applies to telephone communications. Describe the procedure for calling a new prescription or prescription renewal into a pharmacy. Learning Outcomes 11- Learning Outcomes (cont.) Compare the types of calls the medical assistant handles with those the physician or other staff members handle. Describe how to handle various types of incoming calls from patients and from others. Discuss the importance of proper telephone etiquette. Describe the procedures for taking telephone messages. 11- Explain how to retrieve calls from an answering service. Describe the procedures for placing outgoing calls. Explain the function of telephone triage in the medical office. Explain the uses of a facsimile machine in a | 11 Telephone Techniques 11- Explain the importance of communication skills. Explain how to manage incoming telephone calls. Describe how the Health Insurance Portability and Accountability Act (HIPAA) applies to telephone communications. Describe the procedure for calling a new prescription or prescription renewal into a pharmacy. Learning Outcomes 11- Learning Outcomes (cont.) Compare the types of calls the medical assistant handles with those the physician or other staff members handle. Describe how to handle various types of incoming calls from patients and from others. Discuss the importance of proper telephone etiquette. Describe the procedures for taking telephone messages. 11- Explain how to retrieve calls from an answering service. Describe the procedures for placing outgoing calls. Explain the function of telephone triage in the medical office. Explain the uses of a facsimile machine in a medical office. Learning Outcomes (cont.) 11- Introduction Telephone calls must be professionally and effectively handled Telephone etiquette Common courtesy Proper pronunciation, tone, and enunciation How to handle difficult situations and complaints How to document messages 11- Using the Telephone Effectively (cont.) Good telephone techniques leave the patient with a positive impression of You The physician The practice Good telephone management shows that the staff is Poor telephone management results in Caring Attentive Helpful Bad feelings Misunderstanding Unfavorable impressions 11- Communication Skills Using tact and sensitivity Showing empathy Giving respect Being genuine 11- Communication Skills (cont.) Displaying openness and friendliness Refraining from passing judgment or stereotyping Being supportive Asking for clarification and feedback 11- Communication Skills (cont.) Paraphrasing to ensure understanding Being receptive to the