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How do you handle a patient phone call?

Admin

How do you handle a patient phone call?

Answer it like you care, like you want to help them, not like they’re interrupting you and they’re bothering you. Be professional and personable. Do focus on taking care of the new patient the right way. Listen to why they are calling and get them scheduled.

When a medical assistant is dealing with a difficult caller on the phone they should?

How do you handle escalated calls?

  1. Step 1: Listen. You can usually determine whether or not the caller is angry within the first few seconds of a call.
  2. Step 2: Remain Calm.
  3. Step 3: Repeat Information.
  4. Step 4: Avoid the Hold Button.
  5. Step 5: Make the Caller Happy.

Why must the medical assistant be aware of telephone etiquette?

Proper telephone etiquette is about making a good impression when speaking on the phone. Some patients will not want to remain on hold, so proper etiquette dictates that the medical office administrative assistant should ask if they want to receive a call back.

What are examples of telephone etiquette?

The Dos and Don’ts of Telephone Etiquette

  • DO – Smile when you talk to people.
  • DON’T – Be distracted.
  • DO – When you answer the phone, greet the caller warmly and advise who they are talking to.
  • DON’T – Shout or whisper.
  • DO – Speak clearly.
  • DON’T – Leave the caller on hold for too long.
  • DO – Make the caller feel welcome.

Who handles most routine patient telephone calls?

Medical Skills and Services

Question Answer
Who handles most routine patient telephone calls? Assistant or other medical office staff

How would you handle a difficult caller in a medical office?

Empathize with the customer by first saying you’re sorry about her frustration. Repeat what the customer is saying to assure her that you do understand. For example, if she is angry that a treatment she received has not helped her medical problem, repeat the problem and what the treatment was supposed to correct.

What is the first thing the medical assistant should do when answering a telephone call?

MEDA 100 REVIEWER

Question Answer
What is the first thing the medical assistant should do when answering a telephone call? identify the practice and himself or herself
When answering the telephone, what is the best question for the medical assistant to ask to find out a caller’s name? “may i ask who is calling, please”

What are the 4 E’s of telephone etiquette?

The Dos and Don’ts of Telephone Etiquette

  1. DO – Smile when you talk to people.
  2. DON’T – Be distracted.
  3. DO – When you answer the phone, greet the caller warmly and advise who they are talking to.
  4. DON’T – Shout or whisper.
  5. DO – Speak clearly.
  6. DON’T – Leave the caller on hold for too long.
  7. DO – Make the caller feel welcome.

How do you calm down a customer over the phone?

10 Steps to Handle a Tough Customer on the Phone

  1. Listen.
  2. Provide validation to the caller.
  3. Don’t react emotionally.
  4. Train yourself to be pleasant.
  5. Find the root of the problem.
  6. Offer multiple solutions.
  7. Avoid putting a caller back on hold.
  8. Be honest, avoid vague terms, and don’t make promises you can’t keep.

How to answer the phone in a medical office?

Efficient and effective phone call procedures will serve the needs of the patients and staff in a professional manner. Know what information is needed from patients. When answering the phone, focus your attention on the caller. Speak clearly and slowly. Record notes as you converse. Have the caller state his name.

What should a medical assistant do for a patient?

If the medical assistant gives telephone advice, they should make sure to document this too, as well as noting the date and time of the call. A medical assistant has strict guidelines and there are laws that they must abide by.

How to address a doctor on the phone?

Address the caller by name during the conversation. Many calls will be patients needing to make appointments, but some will require medical advice from a nurse or doctor. If a callback is needed, record the person’s name and phone number. Ask him to spell his name.

Why is it important for a medical assistant to write down a conversation?

If the medical assistant has a conversation with a member of a patient’s family or the patient, it is important to write down what was said, particularly if there were instructions or concerns about care. This means that subsequent staff can see what has been communicated.