In this chapter, you will learn key terms associated with telephone techniques.You will be able to utilize a telephone professionally and effectively while handing various types of calls that are either received or initiated by a medical office. These types of calls will vary and can include calls about patient illness and injury, prescription refills, or requests for test results; calls from other medical offices; or calls from sales representatives. After completing this chapter, you will understand which calls may be handled by the medical assistant and which require the physician's attention.

Most medical offices have policies and procedures on handling or routing incoming calls, especially emergency calls. This chapter helps you identify which calls are considered emergencies and how to properly route these calls.

In addition, 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.