1. Explain the proper protocol (steps) for answering the telephone in the medical office,

Question

including an example.
2. What does screening mean?
3. For each type of call in the following list, identify who it should be routed to: provider; take a
message for provider; clinical medical assistant; or administrative medical assistant.
a. Critical lab results:
b. A patient with a question about insurance:
c. A patient calling for a routine prescription refill:
d. A patient wanting some medical advice:
e. Another physician:
A patient needing to schedule an appointment:
g. A patient upset about his last visit:
h. A patient with a question about a statement received by mail:
i. A patient having a heart attack:
4. List at least six pieces of information that should be included in all telephone messag

Answer 1

1. Proper Protocol for Answering the Telephone in a Medical Office

The proper protocol for answering the telephone in a medical office involves several steps to ensure professionalism and efficiency while maintaining patient confidentiality. Here are the steps:

1. Prepare to Answer: Make sure you are in a quiet environment where you can focus on the call without distractions.

2. Answer Promptly: Aim to answer the call within three rings to demonstrate attentiveness.

3. Greet the Caller: Begin with a polite, warm greeting. Include the name of the medical office and your name.

   Example: "Good morning, thank you for calling [Medical Practice Name]. This is [Your Name]. How may I assist you today?"

4. Listen Carefully: Allow the caller to explain their reason for calling and listen attentively.

5. Identify the Caller: If applicable, ask for the caller's name and any relevant identification details, such as date of birth or patient ID number, to access their records.

6. Assess the Call: Determine whether the call is routine, urgent, or crisis-related based on the information provided.

7. Provide Assistance: Offer the necessary information or take appropriate actions based on the call’s nature. This may involve scheduling appointments, answering questions, or routing calls to the right personnel.

8. Take Messages: If transferring or placing the caller on hold, provide reassurance that their call will be handled promptly and accurately.

9. Close the Call: End with a courteous closing.

   Example: "Thank you for calling, [Caller’s Name]. If you have any more questions, don’t hesitate to call back. Have a great day!"

2. What Does Screening Mean?

Screening refers to the process of evaluating calls to determine their urgency, relevance, and the appropriate course of action. It involves assessing the needs of the caller to decide whether they should be directed to a healthcare provider, a clinical medical assistant, an administrative medical assistant, or if a message should be taken for follow-up. Screening helps medical practices prioritize calls, ensuring that urgent matters receive immediate attention while routine inquiries are managed timely.

3. Routing Calls

a. Critical lab results: Provider
The caller should be routed directly to the healthcare provider for immediate follow-up.

b. A patient with a question about insurance: Administrative medical assistant
An administrative medical assistant handles billing and insurance queries.

c. A patient calling for a routine prescription refill: Clinical medical assistant
Clinical medical assistants can handle prescription refills and routine medication inquiries.

d. A patient wanting some medical advice: Provider
A provider should address any medical advice to ensure patient safety and proper care.

e. Another physician: Provider
Calls from other physicians should be routed to the provider for direct communication.

f. A patient needing to schedule an appointment: Administrative medical assistant
The administrative medical assistant manages appointment scheduling.

g. A patient upset about his last visit: Provider
A provider should handle complaints related to patient experiences to ensure proper resolution.

h. A patient with a question about a statement received by mail: Administrative medical assistant
This query should be handled by an administrative medical assistant for clarity about billing statements.

i. A patient having a heart attack: Provider
This is an emergency situation that requires immediate attention from a healthcare provider; the call should be treated as an urgent priority.

4. Six Pieces of Information for Telephone Messages

When taking telephone messages, it’s essential to include the following information:

1. Caller’s Name: The full name of the individual making the call.
2. Caller’s Contact Information: The phone number where they can be reached, and possibly their email.
3. Date and Time of Call: The exact time and date the call was received.
4. Message Detail: A concise summary of the purpose of the call or the question asked.
5. Caller's Relationship: If applicable, note if the caller is a patient, a family member, or a healthcare professional.
6. Urgency Level: Indicate whether the message requires urgent attention or if it can wait, helping prioritize follow-up actions.

By consistently following these protocols and recording key information, medical office staff can enhance communication and patient care efficiently.