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. |