Transcript Ch. 5 PPT File - Northwest ISD Moodle

Chapter 5:
Chapter XX:
Chapter Title
The First Contact: Telephone
and Reception
Learning Outcomes
 Cognitive Domain
Note: AAMA/CAAHEP 2015 Standards are italicized.
 1. Spell and define the key terms
 2. Explain the importance of displaying a professional image to all
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patients
3. List six duties of the medical office receptionist
4. List four sources from which messages can be retrieved
5. Discuss various steps that can be taken to promote good
ergonomics
6. Describe the basic guidelines for waiting room environments
7. Describe the proper method for maintaining infection control
standards in the waiting room
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Learning Outcomes (cont'd.)
 8. Discuss the five basic guidelines for telephone use
 9. Describe the types of incoming telephone calls received by
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the medical office
10. Discuss how to identify and handle callers with medical
emergencies
11. Describe how to triage incoming calls
12. List the information that should be given to an emergency
medical service dispatcher
13. Describe the types of telephone services and special
features
14. Discuss applications of electronic technology in effective
communication
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Learning Outcomes (cont'd.)
 Psychomotor Domain
Note: AAMA/CAAHEP 2015 Standards are italicized.
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1. Demonstrate professional telephone techniques
(Procedures 5-1 and 5-2)
2. Demonstrate telephone messages accurately
(Procedures 5-1 and 5-2)
3. Coach patients regarding (a) office policies (Procedure
5-3)
 Report relevant information to others concisely and
accurately
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Learning Outcomes (cont'd.)
 Affective Domain
Note: AAMA/CAAHEP 2015 Standards are italicized.
 1. Demonstrate empathy, active listening, and nonverbal
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communication
2. Implement time management principles to maintain effective
office function
3. Show sensitivity when communicating with patients
regarding third-party requirements
4. Demonstrate awareness of the consequences of not
working within the legal scope of practice
5. Demonstrate sensitivity in communicating with both
providers and patients
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Learning Outcomes
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6. Demonstrate sensitivity to patient rights
7. Protect the integrity of the medical record
8. Recognize the physical and emotional effects on
persons involved in an emergency situation
9. Demonstrate self-awareness in responding to an
emergency situation
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Learning Outcomes (cont'd.)
 ABHES Competencies
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1. Use proper telephone technique
2. Receive, organize, prioritize, and transmit information
expediently
3. Apply electronic technology
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Introduction
As a medical assistant, you are the patient’s primary contact
with the physician. In certain situations, the patient may
spend more time with you than with the physician. Your
interaction with the patient sets the tone for the visit and
directly influences the patient’s perception of the office and
the quality of care the patient will receive.
The Health Insurance Portability and Accountability Act
(HIPAA) Privacy Rule affects every area of the office. You
must take proper precautions to protect patient confidentiality.
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Back to Learning Outcomes
Professional Image
 Importance of a Good Attitude
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Medical assistant attitude is
transmitted to patients
Good attitude = positive patient
response
Components of good attitude:
Patient is an individual — has right to
compassion and dignity
Empathy = putting yourself in
patient’s shoes
attitude: a state
of mind; how a
person feels
about a given
subject or at a
given time
Ask yourself how you would feel in a similar situation and how you would want to
be treated. By demonstrating empathy, interest, and concern, you tell the patient
that he or she is important to you and that you care.
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Back to Learning Outcomes
Professional Image (cont’d.)
 The Medical Assistant as a Role
Model
 Good appearance creates
positive role model for patient
 Good health and grooming
o Makeup — natural
o Clothing — clean and in
good repair
 Personal hygiene especially
important
o Daily shower
o Nails — short, clean,
neutral, no artificial nails
o Avoid fragrances and
jewelry
The properly dressed
medical assistant presents
a professional and positive
image to patients.
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Back to Learning Outcomes
Professional Image (cont’d.)
 Courtesy and Diplomacy in the
Medical Office
 Must deal with variety of people
and situations — apply courtesy
and diplomacy to all
 Courtesy — Respectful treatment
based on sensitivity to needs and
feelings of person
 Diplomacy:
o Apply same treatment to all
o Set aside personal feelings —
exercise self-control
diplomacy: the
art of handling
people with tact
and genuine
concern
Courtesy and diplomacy are fundamental to successful human relations.
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Back to Learning Outcomes
Professional Image (cont’d.)
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Back to Learning Outcomes
Professional Image (cont’d.)
 First Impressions
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Patient perception of whole office is based on the
impression given by medical assistant
Can lose business if patient leaves practice
Expect excellent customer service
The patient’s perception of the medical office is based in part on the impression
you make.
Back to Learning Outcomes
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Checkpoint Question
What are four ways that you
can demonstrate a
professional image to
patients?
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Back to Learning Outcomes
Checkpoint Answer
You can demonstrate a professional image by:
1. Transmitting a positive attitude
2. Acting as a role model
3. Using courtesy and diplomacy
4. Making a positive first impression
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Reception
 The Role of the Receptionist

Receptionist may be nonmedically
trained or may be a medical
assistant who also serves as
receptionist
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receptionist: a
person who
greets patients
as they arrive
at a medical
office and
performs various
administrative
tasks
Back to Learning Outcomes
Reception
(cont’d.)
 Duties and Responsibilities of the Receptionist
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Prepare the office for patient arrivals
Ensure confidentiality at all times
• Close privacy window
• Take patient information at private area
• Keep voice down when discussing patients
• Make referral calls away from reception desk
• Keep computer screens, printed appointment lists,
appointment books, patient charts, etc. out of view
• Maintain sign-in sheet to protect patient’s privacy
• Be mindful of patients’ right to privacy as conduct daily
duties
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Reception (cont’d.)
 Duties and Responsibilities of the Receptionist

Preparing the office
 Office:
o Unlock door
o Disengage alarm system
o Turn on lights
o Turn on office equipment
 Ensure specimens have been taken from collection box
 Prepare new patient sign-in sheet for the day
 Systematic check of office —medical records put away;
tidy; forms restocked
 Check exam rooms if needed
The office should be left in a professional manner.
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Back to Learning Outcomes
Reception (cont’d.)
 Retrieving Messages
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Check messages frequently
Forward retrieved messages to recipient
Messages retrieved from:
o Answering service
o Voice mail system
o Electronic mail
o Facsimile machine
No matter how a message has been sent, however, all information must be
treated confidentially and handled according to HIPAA regulations.
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Back to Learning Outcomes
Reception
(cont’d.)
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Back to Learning Outcomes
Reception (cont’d.)
 Answering Service
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Receive calls from patients, hospital staff, and other
physicians and communicate to physician via beeper
Left for office staff to retrieve next morning:
o Patients calling the office for a sick appointment (not
an emergency, such as an earache or flulike
symptoms)
o Calls from hospitals or skilled nursing facilities about
changes in patient status (new wounds or bed sores
or patient falls without injury)
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Back to Learning Outcomes
Reception (cont’d.)
 Voice Mail Systems
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After retrieving, delete unless otherwise instructed
May include:
o Patients wishing to change or cancel their
appointments
o Patients requesting prescription refills
o Family members or patients calling to ask for
additional information or clarification about their
medical care or test results
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Reception (cont’d.)
 Electronic Mail
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E-mail messages are sent from other physicians,
professional organizations, and hospital personnel
(sometimes patients)
May include:
o Memos from professional organizations
o Pharmaceutical representatives’ updates or
announcements
o Medical staff meeting minutes, announcements from
hospital administration
o Upcoming continuing education courses for
physicians
o Insurance representatives regarding billing issues
o Patient inquiries
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Back to Learning Outcomes
Reception (cont’d.)
 Facsimile Machines

May include:
o Patient referrals
o Consultation reports
o Laboratory and radiology reports
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Back to Learning Outcomes
Checkpoint Question
What four locations should you retrieve
messages from?
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Back to Learning Outcomes
Checkpoint Answer
Messages can be retrieved from:
1. Answering services
2. Voice mail
3. Electronic mail
4. Facsimile machines
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Back to Learning Outcomes
Reception (cont’d.)
 Prepare the Charts
Collect charts of all patients scheduled
to be seen
 Put in order of appointment
 Ensure each is complete and up-todate
 Include necessary blank forms
 Welcoming Patients and Visitors
 Try to greet every patient personally
 Be cheerful and friendly

If it is your responsibility to greet patients, you should make this a top priority.
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Reception (cont’d.)
 Register and Orient Patients and Visitors
 New patients should complete information sheet
 Explain policies
 Tell patient location of drinking fountain, bathroom
 Manage Waiting Time
 If appointment will be more than 30 minutes late, offer
patient option to reschedule
Be honest with waiting patients.
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Back to Learning Outcomes
Reception (cont’d.)
 Ergonomic Concerns for the
Receptionist
 Lift items at waist level
 Keep lifted items close to body
 Have deliveries placed so they won’t
required bending to lift
 Lift small loads, make more trips
 Place frequently used items within
easy reach
 Use telephone head sets to keep
head upright
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ergonomic:
describes a
workstation
designed to
prevent workrelated injuries
and to promote
work efficiency
Back to Learning Outcomes
Reception
(cont’d.)
Using correct ergonomics when working on the computer to avoid injury.
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Back to Learning Outcomes
Checkpoint Question
What is the purpose of having an ergonomic
workstation?
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Back to Learning Outcomes
Checkpoint Answer
The purpose of an ergonomic
workstation is to prevent injuries to
employees and to increase
employee satisfaction and work
efficiency.
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Back to Learning Outcomes
Reception (cont’d.)
 The Waiting Room Environment

General Guidelines
 Entrance, hallways, stairs must be well
maintained
 Furniture:
o Arranged to allow easy walking
o Comfortable and attractive
o Durable
o Have different chair designs to
accommodate all
The reception area should be designed for the comfort, safety, and enjoyment of
all patients.
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Back to Learning Outcomes
Reception (cont’d.)
 Color
o
o
Low-key, muted pastel
Bright primary colors for
pediatrics
An example of an office waiting
area that sees pediatric patients.
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Back to Learning Outcomes
Reception (cont’d.)
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Bright, not glaring light
Ventilation and good temperature control
Keep plants in good condition
Keep magazines current and relevant to
patients — no medical journals
Television
 Policies vary among offices
 Closed captioning option for hearing
impaired
 Can be made into teaching tool for
patients
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closed
captioning:
printed words
displayed on a
television screen
to help people
with hearing
disabilities or
impairments
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Checkpoint Question
What option should you offer
hearing-impaired patients if they
wish to watch television?
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Back to Learning Outcomes
Checkpoint Answer
Patients who are hearing
impaired should be offered
closed captioning if they are
requesting to watch television.
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Back to Learning Outcomes
Reception (cont’d.)
 Guidelines for Pediatric Waiting Rooms
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Many have two areas — sick and well child areas
Place patients with communicable diseases in exam
room promptly
Monitor play area closely
Keep toys clean, repaired
o No noisy battery-powered toys
o Choking hazards — ensure all toys are larger in
diameter than a toilet paper tube
Keep clean, intact books on hand for parents to read to
their children
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Back to Learning Outcomes
Reception (cont’d.)
 Americans with Disabilities (ADA) Act Requirements

Ensure accessibility:
o Paths, walking areas
o Doors
o Reception desk
o Restroom
The ADA Title III act requires that all public accommodations be accessible to
everyone.
Back to Learning Outcomes
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Reception (cont’d.)
Back to Learning Outcomes
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Checkpoint Question
What act prohibits discrimination
of patients with disabilities?
Back to Learning Outcomes
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Checkpoint Answer
The Americans with Disabilities Act
(ADA) prohibits discrimination
against people with disabilities.
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Back to Learning Outcomes
Reception (cont’d.)
 Infection Control Issues
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Aseptic technique must be used for infection
control in the office
Always follow standard precautions
Handwashing
o Can use alcohol-based antiseptic hand
cleanser
Never touch a specimen container with bare hands
Handwashing is the most important practice for preventing the transmission of
diseases.
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Back to Learning Outcomes
Reception
(cont’d.)
Good hand washing skills are essential to prevent disease transmission.
Back to Learning Outcomes
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Reception (cont’d.)
 Ill patients in waiting room
o
o
o
o
o
o
Sneezing, coughing
Give patient tissues
Ask patient to cover nose and mouth if coughing or
sneezing
May provide disposable face mask while sitting in
waiting room
Put patient in examination room promptly
If vomiting, bleeding, or discharging other body
fluids must not be left in waiting room
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Back to Learning Outcomes
Reception (cont’d.)
 Biohazard Waste

All body fluids must be considered infectious and
be managed appropriately, including:
o Dressing supplies with bloodstains from cuts or
wounds
o Tissues from patients with acute nosebleeds
o Urine-saturated diapers left in the restroom
o Vomit
o Saturated tissues with sputum
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Back to Learning Outcomes
Reception (cont’d.)
 Communicable Diseases
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Good communication between clinical and
administrative staff essential to manage patients with
communicable diseases
Not all communicable diseases are easily transmitted to
others (HIV, AIDS, hepatitis)
Need to be able to recognize possible contagious
diseases and not let these patients sit in the waiting
room
Patients with impaired immune systems or taking
medications that hinder their immune system may
require immediate placement in examination room
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Back to Learning Outcomes
Reception
(cont’d)
Back to Learning Outcome
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Checkpoint Question
What is the most antiseptic
technique for preventing the
transmission of diseases?
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Checkpoint Answer
The most antiseptic technique for
preventing the transmission of
diseases is handwashing.
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Reception (cont’d.)
 The End of the Patient Visit

May include:
o Discharging patients
o Collecting fees or copayments
o Scheduling follow-up appointments
o Saying goodbye in a warm, friendly way
As patients leave the office, they should feel they have been well cared for by a
competent and courteous staff.
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Back to Learning Outcomes
Telephone
 Importance of the Telephone in the
Medical Office
 Telephone — one of the most
important pieces of medical office
equipment
 Convey competence and caring
You must be able to use the tone and quality of your voice and speech to project
a competent and caring attitude over the telephone.
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Back to Learning Outcomes
Telephone (cont’d.)
 Basic Guidelines for Telephone Use
Effective communication
Over various obstacles
Cordless head sets
Diction
 Enunciate words
 Speak clearly and distinctly at a
moderate pace
 Speak directly into mouthpiece
 Do not prop mouthpiece
between chin and shoulder
 Do not eat or chew gum
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diction: the
style of
speaking and
enunciating
words
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Telephone (cont’d.)
 Pronunciation
Pronounce words correctly to avoid misunderstanding
 Avoid slang and idioms
 Use common terminology — avoid medical jargon
 Expression
 Put “smile” in voice — sit up straight, smile while
speaking
 Avoid monotonous style
 Modulate pitch and volume
 Listening
 Listen actively
 Do not interrupt
 Verify message by repeating

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Back to Learning Outcomes
Telephone (cont’d.)
 Courtesy
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Speak politely
Address caller by title and last
name
Do not let voice betray
impatience or irritation
Never put caller immediately on
hold — could be emergency
Check back with caller after 90
seconds
Do not exceed hold time of 3
While speaking on the telephone,
minutes — offer to return call
be courteous and professional.
Patients in waiting room might
hear conversation — be cautious
Remember that you are there to help the patient.
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Back to Learning Outcomes
Checkpoint Question
What are the five basic guidelines
for telephone use?
Back to Learning Outcomes
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Checkpoint Answer
The five basic guidelines for proper telephone
use are:
1. Good diction
2. Pronunciation
3. Expression
4. Listening
5. Courtesy
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Telephone (cont’d.)
 Routine Incoming Calls
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Appointments
 Always obtain a new patient’s telephone number and
verify an established patient’s number
Billing Inquiries
 Do not give out specific pricing
 Do not give out information to third party
Diagnostic Test Reports
 Called in from lab or hospital before sent
Routine and Satisfactory Progress Reports
 Record in chart
 Make note for physician
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Back to Learning Outcomes
Telephone (cont’d.)
 Test Results
Always document the call
 Use office policy
 Illegal to give out information to
anyone but patient without
consent
 Unsatisfactory Progress Reports
and Test Results
 Physician usually handles

Charting example.
Never discuss unsatisfactory test results with a patient unless the doctor directs
you to do so.
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Back to Learning Outcomes
Telephone (cont’d.)
 Prescription Refills
Many offices allow MAs to refill maintenance
prescriptions
 Other Calls
 May include:
o Requests for referrals to other physicians
o Clarifying instructions for patients
o Routine administrative matters
 Ask physician for preferences about which to
handle right away and which to save for later

If there is any doubt, tell the pharmacy or the patient that you will check with the
doctor and call back.
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Back to Learning Outcomes
Telephone (cont’d.)
 Challenging Incoming Calls
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
Unidentified Callers
 May be sales people
 Be firm — take message
Irate Patients
 Reassure patient you want to help
 Listen carefully and take notes
 Tell physician about fee or care complaints
When a caller is angry, you must be careful to keep your own temper in check.
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Back to Learning Outcomes
Telephone (cont’d.)
 Medical Emergencies
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Calm patient and get necessary information:
o Severe pain?
o Profuse bleeding?
o Severe vomiting/diarrhea?
o Temperature above 102°F?
Ask physician for list of what constitutes an emergency in
that particular practice
Specific instructions to give patients in particular situations
As a medical assistant, you must be able to differentiate between routine calls
and emergencies.
Determine the patient’s name, location, and telephone number as quickly as
possible in case you are disconnected or the patient is unable to continue the
conversation.
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Back to Learning Outcomes
Telephone (cont’d.)
 Triaging Incoming Calls




Urgency can be medical or administrative
Patients with potentially life-threatening
problems are taken first
Irate patients should be handled promptly
Do not leave any messages unresolved
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triage: sorting of
patients into
categories based
on their level of
sickness or injury
to ensure that
life-threatening
medical
conditions are
treated
immediately
Back to Learning Outcomes
Telephone
(cont’d)
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Back to Learning Outcomes
Telephone (cont’d.)
 Taking Messages



Use notepad
Tell caller when to expect return call
Document all calls
The minimum information needed for a telephone message includes the
name of the caller, date and time of the call, telephone number where the caller
can be reached, a short description of the caller’s concern, and the person to
whom the message is routed.
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Back to Learning Outcomes
Checkpoint Question
What is the minimum information
needed for taking messages?
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Back to Learning Outcomes
Checkpoint Answer
The minimum information needed for a telephone
message includes:
1. Name of the caller
2. Date and time of the call
3. Telephone number where the caller can be reached
4. A short description of the caller’s concern
5. The person to whom the message is routed
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Back to Learning Outcomes
Telephone (cont’d.)
 Outgoing Calls
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

General Guidelines for Outgoing Calls
Patient:
o If rescheduling appointment, explain why
o Be ready with new appointment time suggestions
Long-Distance:
o Document long-distance calls
o Be mindful of time zones
Conference:
o Three or more people
o Notify participants ahead of time of time and
number to call
You should prepare for your calls carefully; have all information gathered and
know what you want to say before you dial the number.
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Back to Learning Outcomes
Telephone (cont’d.)
 Calling Emergency Medical
Services
 Obtain patient’s name, age,
sex
 Nature of medical problem –
 Type of service requested by
physician
Emergency medical
service (EMS): a
group of health care
providers working as
a team to care for
sick or injured
patients before they
arrive at the hospital
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Telephone (cont’d.)
 Specific instructions or requests




from physician
Location of emergency
Speak slowly and calmly to
dispatcher
Ask dispatcher approximate
arrival time
Do not hang up until dispatcher
instructs you to do so
No matter what role you play, an
office emergency requires all
employees to be prepared.
Reassure other patients in the waiting room. If the patient has any family
members present, offer them assistance and reassurance.
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Back to Learning Outcomes
Checkpoint Question
What patient information should
you know before calling
emergency medical services?
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Checkpoint Answer
Before calling EMS, you should know:
1. The name, age, and sex of the
patient
2. Nature of the medical problem
3. Type of service the physician is
requesting
4. Any special instructions the
physician may have
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Telephone (cont’d.)
 Services and Special Features


Lines
o Number of incoming lines depends on size of practice
o Unpublished private lines for family and staff
o Direct line to hospital
Features
o Recall
o Volume control
o Intercom
o Call forwarding
o Caller identification
o Cordless headset — helps prevent neck injuries
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Back to Learning Outcomes
Telephone (cont’d.)
 Cell phones and pagers
o
o
o
o
o
Don’t give out number
Typing messages is timesaver
Internet access
Text messaging
Pager to send quick messages
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Checkpoint Question
What is text messaging, and
when might it be used?
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Back to Learning Outcomes
Checkpoint Answer
Text messaging is done with the
keypad of a cellular phone and
sends a readable message to the
recipient. It might be used when it
is not necessary to speak with the
person or a ringtone would be
inappropriate.
Back to Learning Outcomes
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Telephone (cont’d.)
 Telecommunication Relay Systems



Telecommunications relay systems for hearing
or speech impairments
Teletypewriter (TTY) — user types messages
into phone and receives text replies
Standards:
 Receptionist is most visible and accessible
representative of medical office
 Demonstrate tact and diplomacy in all
interactions
 Proper telephone etiquette and manners
are essential
 Excellent customer service is crucial to
successful medical practice
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Teletypewriter
(TTY): a special
machine that
allows
communication
on a telephone
with a hearingimpaired person
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Online Services
 Web Sites



Personalized Web site with information about practice
Online services
• Contact information
• Practice policies
• Patient education
• Ask questions
• Request copies of medical records
• Protection of privacy with personal log-in and
passwords
Medical assistant responsible for accessing, distributing,
and responding
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Copyright © 2016 Wolters Kluwer • All Rights Reserved
Online Services
(cont’d)
 Video Conferencing





Convenient to talk with other physicians
face-to-face
Can provide medical care remotely
Must be HIPAA complaint to maintain
privacy
May require you to log in to service and
alert physician to patients waiting
May need to respond to e-mails
Telemedicine:
the use of
electronic
telecommunication
technology for the
delivery of health
care
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Copyright © 2016 Wolters Kluwer • All Rights Reserved
Checkpoint Question
What are some of the duties that
may be required of the medical
assistant working in a practice
that utilizes telemedicine?
Copyright © 2016 Wolters Kluwer • All Rights Reserved
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Checkpoint Answer
Working in a medical office utilizing
telemedicine services may require you to
log in to the service throughout the day and
alert the physician to patients waiting to be
seen online or to respond to patient e-mails
through this service.
Copyright © 2016 Wolters Kluwer • All Rights Reserved
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