The behavior of your medical office staff on inbound and outbound calls can have a positive or negative impact on your business. Whether a receptionist is scheduling an appointment or a nurse is answering a question, excellent phone etiquette and customer service is required to prevent patient attrition and spread of negative word-of-mouth advertising. Ask your staff to follow these seven rules of etiquette when dealing with patients, vendors, colleagues and others on the phone. Show
Fast on the PhoneAnswer inbound calls as quickly as possible – before the third ring – to prevent a caller from thinking the office is understaffed. Too many rings is an unnecessary irritation in waiting patients and can create a negative office atmosphere. Impress upon your staff that everyone in the office should assist with this issue. Friendly and ProfessionalGreet callers in a friendly, professional manner with the office and staff member name: “Good afternoon, Thousands of Smiles Dental office, this is Jacob. How may I be of assistance?” Smile during every call, as smiling can naturally improve the voice to make it seem more energetic and friendly. Avoid eating or chewing gum while talking, as the noises can be most unpleasant for the person on the other end of the phone line. Appropriate Volume and SpeedSpeak in a low tone using moderate volume and speed to convey words in a clear, understandable way. Raise tone or volume to emphasize a point or clarify as the situation dictates. For example, a staff member might raise the volume of his voice for an elderly patient who asks him to speak up. Be Polite When Placing Caller on HoldAsk a caller’s permission to place her on hold if necessary. For example, after the greeting and determining the caller’s name, a staff member might say, “Mrs. Anderson, I'm assisting a patient on the other line. May I please place you on a brief hold? (waits for answer) Thank you. Please hold.” TipAdvise office staff to always check back with a caller on hold within a specific amount of time to reassure the caller that he hasn’t been forgotten. If a staff member anticipates a long hold time, she should apologize for the continued hold and provide the caller with options such as leaving a voice-mail message, continuing to hold or calling back later. Although hold times vary by medical offices, callers might consider a hold time longer than 30 seconds without a hold message or music, or 90 seconds with a message or music, to be disrespectful. Use Plain EnglishUse nontechnical language with patients instead of jargon or medical abbreviations, as a caller or call receiver might not understand medical terminology. If use of a medical term, phrase or abbreviation is necessary, ask staff members to offer a definition in context to clarify meaning. Of course, it's appropriate to use more technical language in conversations with a doctor, medical supplier, pharmaceutical representatives and so on. Attentive Listening SkillsListen to the caller or call receiver attentively to determine the best way to assist and to show interest and concern. Advise staff members to take notes while listening, wait for the caller to finish speaking and repeat key points or ask questions to clarify the caller or receiver’s statements. Satisfying Call ClosureClose the call in a friendly, professional way instead of simply hanging up. For example, “Thank you. I will make certain the doctor gets your message. Goodbye.” or "Mr. Smith, Is there anything else I can help you with? (waits for answer) You’re welcome. Thank you for calling and have a nice day." focusNode Didn't know it? Knew it?  Embed Code - If you would like this activity on your web page, copy the script below and paste it into
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When a patient calls with an emergency What is your first responsibility?Call. In emergency situations, it's important to call 911 immediately. As a first responder, act right away to get help from professionals. Inspect the scene, gather needed information—check for breathing and pulse from any victims, and any other helpful information.
When answering the telephone What is the best question for the medical assistant to ask to find out a caller's name?MEDA 100 REVIEWER. What should you say to a patient who calls on the telephone and asks to speak directly with the provider?What should you say to a patient who calls on the telephone and asks to speak directly with the provider? a. "The doctor is with a patient right now, may I take a message."
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When handling an emergency telephone call what is the first question the medical assistant should ask the caller?
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