Lecture - Telephone Techniques & Appointment Schedules
Quiz yourself by thinking what should be in
each of the black spaces below before clicking
on it to display the answer.
Help!
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| The phone is: | a communication & public relations tool essential to operation of office.
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| The 5 C's of Communication: | 1.Completeness
2.Clarity
3.Conciseness
4.Courtesy
5.Cohesiveness
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| Most common calls handled by MA are: | 1.Appointments
2.Billing questions
3.Insurance questions
4.X-ray & lab reports
5.Requests prescription refills
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| Pronunciation: | saying words correctly
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| Enunciation: | clear, distinct speaking
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| 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
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| Open hours: | patients arrive at own convenience, seen on a 1st, come 1st served basis.
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| Time-specified (stream schedule): | steady stream of patients all day at regular intervals.
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| Wave scheduling: | based on the reality that some patients will arrive late & others will require more or less time than expected w/ doc.
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| Double booking: | 2 or more patients are scheduled for same appt slot. good for if someone calls w/out an appt.
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| Cluster: | scheduling groups similar appts together during day or week.
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| Appt reminders: | 1.appt cards
2.reminder mailings
3.reminder calls
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| Scheduling Outside Appts: | 1.Labs
2.X-rays
3.Hospital stays
4.Surgeries
5.Consultations
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| Accounts receivable (A/R): | money owed to the practice
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| Accounts payable (A/P): | money owed by the practice
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Created by:
ruthalcala
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