answering multiple lines
-Excuse yourself and ask the patient if they can hold
-Answer the second call, determine the nature of the call (be sure it is not an emergency), ask if they can hold
-Return to the first call and thank them for holding
-Resolve the first call and return to the second call
-Using a set of questions that will reveal the caller's condition and help to determine how soon the patient should be seen by the physician is called?
-Never guess a response to patient's question and don't treat any question lightly
non emergency calls
If a call is taking longer than exprected, place the caller on hold or ask if you can call them back.
-Always give the patient the phone number or extension of the person you are transferring them to incase there is a disconnection.
-A telephone log should be maintained that lists all calls received.
documenting phone messages
-Information regarding patients may not be given out over the phone to anyone unless the patient has given written permission to do so.
-Always remember HIPAA.
-Record the date, time, brief message and initials of person writing message (DOB, patient name, person calling, number they can be reached at).
Messages should be played back and recorded ASAP and calls should be returned in the order of importance.
this allows you to be aware of the most frequent types of phone calls that will be received in the medical office.
immediately routed calls to physician
-Any situation deemed emergency by the provider
-Critical lab results
-Patient requesting test results "abnormal results" (attach results to message)
-Hospital calling for orders
-Patient requesting medical advice (usually set up pt appt.)
-Third-party request for imformation about a pt. (if not billing or provider referral-related, check CCP for auth to release).
-Learn the rules of the office for calling in prescription refills
-Must have consent from doctor
-Listen quietly and take notes of the conversation
-Caller must give consent
-Call may also be recorded and listened to later, but you still must have caller's consent
refusal or inability to Identify
If you answer the phone and no one responds after you try twice to converse, hang up.
TTY and TDD
-Teletypewriter and Telecommunications Device For the Deaf
-Allow you to communicate with the hearing impaired
scheduling pt appointment
be sure to include patient name, parent's name when appropriate, reason for visit, provider to be seen, date, time, and current phone number
requested patient info upon call
-First and Last name & correct spelling
-Detailed reason for calling
a practical way to inform employees about the schedule and enforce the established guidelines for office hours?
walk in/open hours
no scheduled appointment. Patients sign in upon arrival and are seen by the provider in that order.
used when an appointment for a patient will take a longer period of time, a single patient is booked for a specific amount of time.
patients are scheduled during the first 30 minutes of each hour, leaving the last 30 minutes for same-day appointments.
patient phone number
adding the_________ to the schedule makes it easy to contact the patient if you must alter the schedule?
IOC interoffice communication
informational, memo style communication that is usually specific to one conern.
-specific written instructions regarding the examinations and diagnostic tests performed
-help to reinforce what is said in the office and serves as a reminder after they leave
the most important criteria about any communication is using proper grammar and punctuation with no misspelled words
3 types of letter styles:
-full block letter
-modified block letter
-modified block letter with indented paragraphs.
-letter or correspondence has been sent to another person for viewing.
-usually other recipients name is listed next to the cc
-provides preferential handling and expedited delivery of materials up to 70 pounds and 108 inches in combined length and width
-rates vary by weight, can be insured, registered, certified or sent COD (collect by deliver)
facsimile (fax machine)
-can be used by hospitals, providers' offices, and clinics to send and receive information regarding patients over telephone lines.
-always use a cover sheet as the first page
-speakerphones cameras, connection devices, and television monitors are networked together so that everyone can see and hear each other at the same time
Mail marked personal should be placed on the physician's or office manger's desk unopened.
USPS (united states postal service) uses optical character readers (OCRs) and bar code sorters (BCSs) to read the address on envelopes you mail.
a device that can read text or illustrations and print on paper and translate them to electronic files.
-Compact Disk-Read Only Memory- a type of optical disk capable of storing large amounts of data, typically 650-700 megabytes (MB).
-Reads only CDs.
the electronic, magnetic, and electromechanical equipment of a computer system (such as keyboard, disk drive, monitor, CPU, and printer)
computer programs necessary to direct the hardware of a computer system to perform specific tasks
-Data can be saved (burned) onto this disk by using a computer with a CD burner.
-After the CD is burned, data can be retrieved, but no additional data can be added to it
-can record data only once, and then the data becomes permanent on the disc.