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MOD B - Week 1 Lect.

Lecture - Telephone Techniques & Appointment Schedules

The phone is: a communication & public relations tool essential to operation of office.
The 5 C's of Communication: 1.Completeness 2.Clarity 3.Conciseness 4.Courtesy 5.Cohesiveness
Most common calls handled by MA are: 1.Appointments 2.Billing questions 3.Insurance questions 4.X-ray & lab reports 5.Requests prescription refills
Pronunciation: saying words correctly
Enunciation: clear, distinct speaking
When taking messages, always record: 1.Date & time of call 2.Caller's name or of patient 3.Caller's phone including area code & ext. 4.The complete message 5.Name or initials of person taking the call
Open hours: patients arrive at own convenience, seen on a 1st, come 1st served basis.
Time-specified (stream schedule): steady stream of patients all day at regular intervals.
Wave scheduling: based on the reality that some patients will arrive late & others will require more or less time than expected w/ doc.
Double booking: 2 or more patients are scheduled for same appt slot. good for if someone calls w/out an appt.
Cluster: scheduling groups similar appts together during day or week.
Appt reminders: 1.appt cards 2.reminder mailings 3.reminder calls
Scheduling Outside Appts: 1.Labs 2.X-rays 3.Hospital stays 4.Surgeries 5.Consultations
Accounts receivable (A/R): money owed to the practice
Accounts payable (A/P): money owed by the practice
Created by: ruthalcala