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MOM ch 5


automated system plays a recorded message while caller waits for available receptionist
conference call feature that allows 2 or more parties to speak on the phone at once
speaker phone two or more parties may be in the same room while conversing with another party on the phone
hold feature allows receptionist to put a caller in a queue in order to take another call
automatic dialer automatically redials number until someone answers
automatic routing unit electronically answers and routes calls after receiving a prompt from the caller
telephone etiquette how one speaks while on the phone
"directing patient calls to the physician" given criteria, return call notes go in patient charts
telephone triage place calls in priority order
established patient a patient who has previously received care from the office
new patient a patient who has not previously received care from the office
"prioritizing phone calls" short calls first, long calls after
"using answering service" contains information on how to contact a physician, take messages, and website information
"leaving messages" don't leave details in messages for a patient
"calling in Rx" get name and number of patient, date of birth, name of medication, name and phone number of preferred pharmacy
"arranging for translation services" receptionist usually calls for the translator if needed
Created by: Mika42016