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. |