The telephone is an important communication tool in the medical office. Your telephone manner will reflect the professionalism of the office. Medical offices commonly receive several types of calls, and there are varying ways to handle these calls.

Special attention should be given to documenting incoming telephone calls and ensuring accuracy. HIPAA guidelines must be followed to maintain patient confidentiality. This applies to telephone conversations and computer monitors as well as medical records. Telephone etiquette involves practicing proper pronunciation and enunciation, using common courtesy and a respectful tone of voice, giving undivided attention to callers, and accommodating patients' requests and needs. Placing outgoing calls requires the same careful attention as taking incoming calls. Telephone triage is the art of determining the level of urgency of each call and how it should be handled or routed.