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Basic Call Handling - Goals - Tips - Phonetics - Managing A Call

The document provides tips for handling phone calls effectively as a medical office representative. It outlines strategies for answering calls promptly, listening to callers, offering assistance and putting angry callers at ease. Key tips include identifying yourself, slowing down, documenting all calls, keeping voicemails short and HIPAA compliant, and maintaining a positive attitude.

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Stephen Gwapo Unato
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245 views2 pages

Basic Call Handling - Goals - Tips - Phonetics - Managing A Call

The document provides tips for handling phone calls effectively as a medical office representative. It outlines strategies for answering calls promptly, listening to callers, offering assistance and putting angry callers at ease. Key tips include identifying yourself, slowing down, documenting all calls, keeping voicemails short and HIPAA compliant, and maintaining a positive attitude.

Uploaded by

Stephen Gwapo Unato
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Basic Call Handling

- Managing inbound and outbound calls on behalf of the client/doctor – exchanging


communication over the phone

Goals

- Improve comfort and confidence over the phone


- Use strategies that get results
- Project a positive image

Tips

- Set yourself up and keep calm


- Identify yourself quickly
- Note what is gained and lost in a telephone call
- Use oral cues – listen not to respond, but to understand
- Slow down and lower your voice
- End strong

Phonetics

- Giving every letter distinction

Managing a call

- Answer promptly with a happy tone


- Listen and listen well
- Offer to help and provide solutions – put on hold or get a call back number if you’re not familiar
with the concern of the patient.
- Refrain from putting them too long on hold
- Be a good communicator – do what’s necessary
- Closing the call – is there anything else I may help you with? Thank you so much for calling,
have a great day?

Managing An Angry Caller

- Deal with the feelings first. Let them vent out. Listen and respond with empathy.
- Ask questions to get specifics about the complaint
- Summarize the caller’s problem to get confirmation
- Offer a choice of alternatives for solutions
- Follow through on what you agree to do. Are we good? Or is there anything I may help you
with?

How To Handle Them (Angry Clients)

- Stay calm. You are not the target.


- Give the caller a warning – I beg your pardon? |I don’t appreciate the language you are using.
| If you can’t talk to me without swearing, I will have to end this call.
Don’t Forget

- Always document calls/messages


- Proper documentation will always be your backup
- You won’t miss out any important detail
- Documentation will serve as your proof amidst the madness. Make it a habit.

When Leaving Voicemails

- Keep it short. Don’t leave to much information. Remember to be HIPAA compliant


- Repeat your name, phone number at the end.
- End the call with Thank You

Be POSITIVE!

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