Lower your tone of voice slightly, which may make the caller calm down to hear what you are saying. Address the issue directly, Avoid getting angry, and do what is possible to resolve the patient's issues while remaining within the confines of office policy.
Do not completely disregard salespeople but do not allow them to monopolize time or telephone lines. Keep these calls quick and to the point. Most professional salespeople realize that the physicians and the staffs time is extremely valuable and respect this. Developing a good rapportwith representatives (reps) from the companies whose products are frequently used in the practice may result in discounted prices and first news of sales and promotions
The person answering the telephone should first determine whether the call is truly urgent. Emergency calls could include such conditions and or symptoms as chest pain, profuse bleeding, severe allergic reactions, cessation of breathing, injuries resulting in loss of consciousness, and broken bones. Often the physician will instruct the patient to go straight to the closest hospital emergency department or to call an ambulance. The office policy and procedures manual should dictate the action to take in such emergency situations.
Unauthorized Inquiry Calls
Some individuals call the physicians office requesting information to which they are not entitled. These callers must be told politely but firmly that such information cannot be provided to them because of privacy laws. Insistent callers should be referred to the office manager or physician.
Callers with complaints
When callers complain, use an approach similar to the one used with angry callers. Do not make an attempt to blame and never argue with the patient. Find the source of the problem and then present the caller with options for resolving the situation. Remember to treat callers the same way you would want to be treated.