【精品】Operator-Assisted16.ppt

Telephone Techniques Introduction The telephone is the lifeline of the medical practice. Telephone technique can either build or destroy a physician’s office. The patient is never an interruption of the work day; instead, the patient is the reason the practice exists. This chapter will examine: How to develop a pleasing telephone voice Correct use of the handset How to handle callers who wish to speak to the physician The items needed to take an accurate telephone message How to handle difficult callers Questions to ask during an emergency call Calls in the Physician’s Office Most incoming calls are from these sources: Established patients calling for appointments or to ask questions New patients making a first contact with the office Patients and medical workers reporting treatment results or emergencies Other physicians making referrals or discussing a patient Laboratories reporting vital patient information Effective Use of the Telephone The telephone is one of the most valuable tools used in the physician’s office. Medical assistants must project a caring attitude when speaking to those who call the facility. Effective Use of the Telephone (cont’d) Active Listening Focus attention on the call at hand. Give the caller the same attention as would be given to a face-to-face visitor. Listen for clues about the patient. Is he or she distressed? Agitated? Fearful? Developing a Pleasing Voice Callers should “hear a smile.” Provide excellent customer service. Enunciate clearly. Use inflections. Listen to impressions the caller is making. Is he or she worried? Frantic? Points to Remember How something is said to a patient is just as important as what is said. Remember, the patient may be stressed or worried about his or her condition. Every caller should feel that the medical assistant has time to address his or her concerns. Telephone Tips Be alert and interested in the caller. Give the caller full attention. Talk naturally. Avoid using professional jargon. S