How can the MA Project a pleasing telephone personality?
How can the MA project a pleasing telephone personality when talking to callers in the medical office? The MA should use the same volume as when speaking in person and should speak naturally. All words should be spoken clearly so that they are easy to understand.
How does the MA handle a second call when speaking?
How does the MA handle a second call when speaking to a caller on a multiline telephone? The MA puts the caller on hold and answers the second call, then they put that caller on hold and continue helping the first caller. Identify and describe four features of most telephone systems.
How should an MA communicate on the telephone?
The MA should use the same volume as when speaking in person and should speak naturally. All words should be spoken clearly so that they are easy to understand. They should smile and exert friendliness. Identify three ways to maintain proper body mechanics and avoid muscle strain when spending several minutes on the telephone.
What does mA mean on a phone number?
The MA puts the caller on hold and answers the second call, then they put that caller on hold and continue helping the first caller. Identify and describe four features of most telephone systems. Speed dialing allows storage of frequently called telephone numbers in the telephone's system memory.
What guidelines should the MA follow related to personal telephone calls?
What guidelines should the MA follow related to personal telephone calls? MA's should not make or receive any personal calls using the office telephone system except for emergencies.
How should the MA handle a telephone call about a serious emergency?
How should the MA handle a telephone call about a serious emergency? The caller should be instructed to call an ambulance by dialing (911). If the caller is a child or seem upset or confused the MA can offer to call an ambulance for the caller.
When answering the telephone the MA should first identify the practice and him or herself?
Proper etiquette suggests that medical office administrative assistants should identify the facility and then their own name when answering a call. Next, the medical office administrative assistant should identify the caller's name in order to refer back to it if needed.
How do medical assistants answer the phone?
0:041:58Answering the Telephone (PEARSON EDUCATION) - YouTubeYouTubeStart of suggested clipEnd of suggested clipAs a medical assistant one of your main duties is to answer the office telephone. This seeminglyMoreAs a medical assistant one of your main duties is to answer the office telephone. This seemingly simple task is actually critical to the medical office when answering the telephone. Always try to
What is the key response for an assistant who is dealing with an angry telephone caller?
Medical Skills and ServicesQuestionAnswerWhat is the key response for an assistant who is dealing with an angry telephone caller?Calmly reassuring the caller of concern and intention to help.What is the use of language and words to send and receive information called?Verbal Communication33 more rows
Which is the most important when the medical assistant answers the telephone?
Which is most important when the medical assistant answers the telephone? Be courteous with a positive attitude and personality.
How should a caller who refuses to identify him or herself be handled?
If a caller refuses to identify himself or herself, the medical assistant can put the call through to the physician right then.
How often should the MA Check back with the callers who are holding on the telephone?
At least every 30 seconds. How often should the medical assistant check back with a caller who is on hold? Use a telephone headset. How can the medical assistant prevent neck and shoulder strain when answering telephone calls?
When answering incoming calls what is the first thing the caller should hear?
CHAPTER 14QuestionAnswerThe first thing you should do when answering the telephone is ____.identify the medical office and yourselfhave the provider return the callWhen handling an incoming telephone call regarding a patient progress report, you should ____.take a message for the physician45 more rows
Why is telephone etiquette important in healthcare?
The baseline of providing excellent customer service is to communicate well with your patient/clients and this is especially important when speaking to them on the phone. Answering the phone quickly and dealing with enquiries swiftly will give your Practice a good reputation and help customers to feel valued.
When offering assistance to a patient by telephone medical assistants must?
1) Hang up first. 2) Keep talking with the caller, even if the reason for the call has been handled. 3) Politely but firmly explain that the physician needs your assistance. 4) Explain to the caller that another patient needs your assistance.
What are the medical office phone etiquette and techniques?
Ask your staff to follow these seven rules of etiquette when dealing with patients, vendors, colleagues and others on the phone.Fast on the Phone. ... Friendly and Professional. ... Appropriate Volume and Speed. ... Be Polite When Placing Caller on Hold. ... Use Plain English. ... Attentive Listening Skills. ... Satisfying Call Closure.
How would you handle a difficult customer over the phone?
10 Steps to Handle a Tough Customer on the PhoneListen. ... Provide validation to the caller. ... Don't react emotionally. ... Train yourself to be pleasant. ... Find the root of the problem. ... Offer multiple solutions. ... Avoid putting a caller back on hold. ... Be honest, avoid vague terms, and don't make promises you can't keep.More items...
How you would handle an unpleasant phone interaction?
10 Ways to De-escalate and Handle an Angry Phone Call Using Good Customer ServiceStay Calm. It's no good if both the caller and call centre staff are getting angry. ... Pick Your Words Wisely. ... Let the Customer Talk. ... Consider Your Way of Speaking. ... Try not to put them on hold. ... Be Honest. ... Stay Positive. ... Use A Script.More items...•
How would you telephonically deal with an emergency situation?
Here are six items for contact centers to role play and build into formalized procedures for handling emergency calls in non-emergency contact centers:Remain calm and gather information. ... Display empathy. ... Take action. ... Notify leadership. ... Continue an ongoing dialogue. ... Document the call.
How do you handle customer complaints over the phone?
Here are our eight tips on how to deal with customer's complaints without ruining your own nerves.#1 Stay Calm. ... #2 Be kind to the caller. ... #3 Listen. ... #4 Acknowledge the matter. ... #5 Apologize for the inconvenience. ... #6 Ask Questions. ... #7 Don't overpromise. ... #8 Send a follow-up email.More items...•
How to put a caller on hold?
tell the first caller that he or she needs to place the caller on hold, then he or she presses the hold button. Answers the second call, identifies the caller, and usually places the caller on hold begore returning to the first caller and apologizes for the interruption
What is a pager phone?
Pager. an electronic device that notified the recipient to receive a message or return a telephone call. Smartphone. a cell phone with computer capabilities. Voice mail. a method for delivery, storage, and retrieval of telephone messages that is built into the telephone system.
When is the answering service activated?
Activated whenever the office is closed. The answering service should be notified if the office is closed, although the service will usually pick up phones after a predetermined number of rings.
What is the purpose of a patient service?
To provide excellent customer service to patients.
What should a medical assistant do when answering a phone?
When speaking on the telephone, the medical assistant should try to complete the call without interruption. If it is necessary to put someone on hold, the medical assistant should give a reason and apologize to the caller when the call is resumed. Information and materials should be readily available to handle calls and take messages. These include message slips, a pen, the office appointment book or computer appointment screen, and a list of frequently used telephone numbers. A desk clock, computer clock, or wristwatch should be visible to note the time when taking messages.
How do medical assistants answer calls?
The medical assistant answers a call by pressing the button on the telephone that corresponds to the line that is ringing. If a second call comes in while the medical assistant is speaking to a caller, the medical assistant should tell the first caller that he or she needs to place the caller on hold, then he or she presses the hold button. The medical assistant answers the second call, identifies the caller, and usually places that caller on hold before returning to the first caller and apologizing for the interruption. The calls are then handled in order.
What are the features of a multiline phone system?
Multiline telephone systems come with many other features, including speed dialing, call forwarding, call park, and caller ID.
What is the first contact between a patient and a medical assistant?
In addition to face-to-face contact, medical assistants often speak to patients and other callers over the telephone. The telephone is often the first contact between the medical office and a patient. In addition, the telephone is used throughout the day to make and receive referrals, request laboratory results, call in prescriptions for patients, and respond to patient questions.
What is call forwarding?
Call forwarding allows forwarding of incoming calls to another telephone number. This service is turned on and off by dialing a sequence of numbers and activity keys.
How do cell phones work?
Cell phones allow two individuals to speak to each other as they would using regular telephones, but the cell phone uses radio signals instead of telephone wires. A smartphone is a device that adds computer capabilities to the cell phone, with a drug reference, address book, and other tools; an Internet connection; the ability to send and receive e-mails; and sometimes even access to the electronic medical record system used by the health care facility. This type of handheld computer was formerly called a personal digital assistant (PDA), but today almost all PDAs are smartphones. Many physicians use cell phones or smartphones to remain in contact with the medical office when they are in other locations. The physicians’ cell phone numbers should never be given to patients, but they should be available to office staff so that physicians can be contacted as needed.
How does digital technology work in medical office?
Digital technology converts analog signals from a microphone in the telephone into binary code (consisting of 0s and 1s). The message is transmitted to the receiver through wires or radio signals, where it is converted back into its original signal. Because of the conversion, quality of the signal may be lost, although modern digital equipment has improved in this area. Digital technology is also more expensive. The main advantage of digital technology for the medical office is the ability to transfer electronic data securely using telephone lines. Both voice and computer transmissions can be encrypted in such a way that they cannot be intercepted and decoded. The encryption key is necessary at the receiving end in order to decode the information.