Transcript Chapter 12 - SchoolRack

Chapter 12
Telecommunications
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TPMS Data Flow
• TPMS and the
Administrative
Medical Assistant
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Basic Telephone Techniques
• First impressions are lasting whether an
automated phone system answers the call or
it is answered in person
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Basic Telephone Techniques
• Automated Systems
– Should be user friendly
• Menu option list should only be one level deep
– Always have an option to speak with a receptionist if
desired
– Begin automated message with instructions regarding
emergencies
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Basic Telephone Techniques
• Answer incoming calls by the end of the
first ring and certainly within three rings
• Guidelines to follow when conversation
must be interrupted to answer another call
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Telephone Personality
• Be prepared to give
the caller your
complete attention
• Use a pleasant wellmodulated voice
• Use same volume as
when speaking
conversationally
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Telephone Personality
• Keys to Good Telephone Personality
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Enunciation: speak clearly and articulate carefully
Pronunciation: say words correctly
Speed: talk at a normal rate
Posture: sit up straight and use a headset
Be patient
Remain calm if call is regarding life-threatening
situation
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Telephone Etiquette
• Treat others with consideration
• Follow basic telephone courtesies
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Answering Incoming Calls
• Answer with the name of the facility and
person caller is speaking with
– Use buffer words
– Ask if emergency
– Obtain caller’s:
• Full name and correct spelling
• DOB and street address
– Complete the call efficiently by following all
established protocols
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Answering Incoming Calls
• Screening calls
– Purposes
• To be sure caller talks to person who can help most
• To ensure provider’s time is efficiently managed
– Proper screening techniques
• Direct call to appropriate person who can help
• Be tactful and persistent
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Transferring a Call
• Guidelines that ensure successful transfer
– Acquire caller’s personal information and associated
data
– Put caller on hold and see if the person best suited to
assist is available
– Follow telephone system procedure to transfer the call
– Follow up to see if transferred correctly
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Taking a Message
• Use a message pad or EHR message screen
• List of information that should be taken
with each call
• Repeat information to verify
• Attach message to patient chart before
placing the message on the provider’s desk
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Ending the Call
• Is as important as answering promptly
• End conversation courteously
• Repeat pertinent information back to caller
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Ending the Call
• Pause for additional questions
• Say “Good-bye”—no slang
• Stay on line until caller hangs up first
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Routing Calls in the Medical Office
• Calls MA can take
– Administrative MA
– Clinical MA
• Calls referred to provider
– Other providers
– STAT reports
– Provider’s family
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Special Consideration Calls
• Referral calls to other facilities
• Emergency/urgent calls
– Differentiate between telephone screening and triage
– Differentiate between emergency and urgent calls
– Keep a list of questions near the phone to evaluate
situation
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Special Consideration Calls
• Emergency/urgent calls
– Office should periodically review procedures for
emergency calls
– Good Samaritan laws do not cover paid employees,
only uncompensated situations
– Post emergency numbers near phone
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Special Consideration Calls
• Angry callers
– Defuse the situation
– Remain calm and in control
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Special Consideration Calls
• Elderly callers
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Do not make assumptions
Be aware of hearing impairments
Ask if patient has any questions
Repeat and simplify information if needed
Communicate with family members if needed
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Special Consideration Calls
• ESL callers
– Bilingual employee
– Do not make assumptions
– Patient may be able to understand English better than
speaking it
– Speak at a normal volume and more slowly
– Be willing to review information
– Be patient
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Telephone Documentation
• Medical information request over the phone
should be discouraged
• Use “call back” verification procedures
• Request caller’s name, phone number and
DOB
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Telephone Documentation
• Call back and verify identity of caller
• Document in a log, the patient’s chart, or
EMR
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Using Telephone Directories
• Medical assistant should have on hand a
variety of telephone directories
• Contain very useful information
– Emergency and nonemergency numbers
– Internet guide
– Information guide and consumer tips
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Using Telephone Directories
• Contain very useful information
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Community pages
Phone service pages
Government pages
Index
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Using Telephone Directories
• Medical centers and hospitals produce
another type of directory with phone
numbers important to that facility
• Online telephone directory services
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Placing Outgoing Calls
• Know what information is needed and have
it available beforehand
• Make calls from a quiet, private location
• Establish a routine
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Placing Outgoing Calls
• Long distance calls
– Placing calls
– Time zones
– Long distance carriers
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Legal and Ethical Considerations
• Confidentiality
• Practice sensible risk management
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HIPAA Guidelines
• Determine if caller has requested
confidential communication
• If caller has not requested confidential
communication, treat as a normal call
• If caller has requested confidential
communication and provided an alternative
phone number, be sure only the alternative
number is called
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HIPAA Guidelines
• Caller should identify self by name and
from office name
• Do not leave any medical information or
mention the purpose of the call
• Never leave messages containing test results
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Americans with Disabilities Act
• Requires health care providers provide
effective communication alternatives to
people who may be deaf or hearing impaired
– Health care provider may choose the device as long as
the result is effective
– Teletype (TTY) and telecommunication device for the
deaf (TDD) options
– Any cost of alternative devices or services cannot be
billed to the patient
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Telephone Technology
• Automated routing units
– Manage heavy telephone traffic
– Electronic mailboxes
– Advantages and disadvantages
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Telephone Technology
• Answering service and machines
– Take calls after hours
– Answering services use a live operator and provide
flexible routing services
– Machines must be checked frequently for messages
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Telephone Technology
• Voice over Internet Protocol (VoIP)
telecommunications
– Convert a voice into a digital signal that travels over the
Internet or a virtual private network
– Biggest advantages are price and flexibility
– Three types of VoIP services
• Analog telephone adapter (ATA)
• IP phone
• Computer/computer
– Safeguards to protect a VoIP system
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Telephone Technology
• Fax
– Used to send reports, referrals, insurance approvals, and
informal correspondence
– Confidentiality is an issue
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Telephone Technology
• Cellular services
– Offers convenience and flexible communication
– Not secure
– More expensive than regular telephone service
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Telephone Technology
• Paging systems
– Used by hospitals for many years
– Options
• Voice alerts
• Beep alerts
• Digital message display
– Allow one-way communication
– Less expensive than cellular services
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Email
• Process of sending, receiving, storing, and
forwarding messages in digital form over
computer networks
– Non-real-time method of communication
– May be sent to multiple people at the same time
• Professional email etiquette must be adhered to
– Not permitted to forward email messages without the permission
of the original author
– Caution: avoid sending information that is not appropriate in a
professional setting
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Clinical Email
• Increasing method of communication
between patient and PCP
– Used for communication considered not urgent or when
communication continues over a period of time
• Provider must remember the same ethical
responsibilities must be adhered to as for
other types of encounters
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Clinical Email
• Guidelines to minimize risks related to
clinical email
– Limit email communication to current patients
– Limit email communication to patients within the state
in which the provider is licensed to practice
– Follow computer security procedures
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Interactive Videoconferencing
• Uses the Internet, computer, and real-time
transmission of patient observations so the
specialist can examine the patient
– Special instruments digitize information required to
make a diagnosis
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Interactive Videoconferencing
• A technician or PA is with the patient and
performs the test, transmits observations viewed
by the specialist in real time
– The conference is frequently videotaped for future review by either
specialist or local provider
• HIPAA compliance guidelines must be followed
• Patient must give written consent before
interactive videoconferencing begins
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Professionalism in
Telecommunications
• Always be courteous and diplomatic and
work within the scope of education,
training, and legal boundaries
– Personal telephone calls, other than emergency calls,
should be avoided
– Do not use slang when speaking with patients and other
health care members
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Professionalism in
Telecommunications
• Follow appropriate guidelines when
releasing information
• Follow confidentiality procedures
• Documentation is mandatory for follow-up
care and has legal implications
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Professionalism in
Telecommunications
• Continued education is important to stay on
the leading edge of new technologies
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