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Ch.19 Telephone Comm

QuestionAnswer
Identify the H.E.A.T Acronym Hear them out Be Empathetic Apologize Take Action
Identify the T.H.I.N.K Acronym Is it True? Is it Helpful? Is it Inspiring? Is it Necessary? Is it Kind?
Identify the H.E.A.T Acronym Hear them out Be Empathetic Apologize Take Action
Identify the T.H.I.N.K Acronym Is it True? Is it Helpful? Is it Inspiring? Is it Necessary? Is it Kind?
List the 4 components of professional communication Substance, simplicity, structure, speed, volume
Explain how you process incoming calls Answer promtly & determine the nature
What should you do when a convo w/ a pt is coming to an end? Allow the caller to hang up first
Explain the process of handling multi calls Ask if you can place them on hold, check if the call is an emergency b4 placing them on hold.
Explain how you process incoming calls Answer promptly & determine the nature, if not an emergency place on hold.
What is the purpose of a screening (triage) manual? It has standard questions and responses to help you determine the urgency of calls, & routing
List the steps when triaging over the phone: record d&t, describe CC in pt words, ask abt symp & duration, Use preauth responses & actions 4 diff symp, Never treat q's lightly, relay doc for review, never guess a response, accurately document & route messages to PA
List the steps to handling emergent calls -Direct to ED services/nearest hospital -Have ED # available -IF possible call 911 & stay online
Explain how to transfer a call in order Provide info to caller--> Signal the PA--> Prepare info--> Use public Address Sys--> Record the message
How do you document a call? -Obtain name, dob, m/f, record a detailed & accurate message on the nature, # of caller -For drugs get the name, # & name of pharm, dose, last refill date, -Test results attach report to message -Date, timer of call, initials of person receiving call
What is step 1 in scheduling appointments? Identify pt, confirm date of last visit, obtain 2 identifiers(DOB, 1st & last name)
What is step 2 in scheduling appointments? Asses type of appt, ex: FU, NP, CPE, Immunization
What is step 3 in scheduling appointments for new patients? -Verify practice is not accepting NP - Confirm PA is contracted w/ pt insurance -Check w/ PA or office manager for change in states
What is step 3 in scheduling appointments for current patients? Same Day or urgent visits: Use time slots, book appt sequentially during the day Offer appt times: Provide 1st available appt that fits pt preferred d&t Help streamline scheduling process, read back scheduled time, ensure pt understands appt time
What is step 4 in Scheduling appointments for current patients? Use reminder calls/ EHR auto sys. Remind pts 24-48hrs b4 appt EHR sys sends e-reports to office.
When it comes to test results what are the MA's responsibilities? MA's may be allowed to comms N results Ensure test results are attached & validated by PA w/ sign off Verify privacy notice (CCP)
How do you handle business or legal calls? Refer it to the office manager
How do you handle legal calls from patients attorney's? Verify if theres written authorization from pt allowing ROI to the attorney, and confirm w/ PA if there is. If not then inform the caller that a signed authorization is required b4 any info is released.
how should you document a ROI? Electronically and on paper
Define Teleconferencing Real-time video & audio comms where all participants can see & hear each other.
What are the benefits of personal or company devices? Convenient & immediate access to pt info, direct comms w/ pt
What is the main purpose of community resources? Assist pts by referring them to appropriate community resources for + support & services.
Created by: MACC2025
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