Hi Class, here is your assignment this week: Discuss and develop a policy for answering the phone at a chiropractic office. Write out the training procedure step by step and the 4th person in each group will post it on the blog. There should be at least 5 steps. This assignment is worth 2 points and is due January 18th.
The receptionist should start with:
ReplyDelete- introducing him/herself and the clinic.
- ask the purpose of the call
- help the patients to fulfill their purpose: take/cancel appointments, give informations...
- ask about the patient's insurance and verify it, PI/WC..
- ask if there is anything else he/she can do for the patient.
It's important to teach your staff the appropriate way to talk to patients on the phone. A great way to teach your staff exactly what you want said is to practice reading and role playing "scripted" situations. Another way to train your staff is by telling them "instead of saying that, say this instead."
ReplyDeleteFor example: A patient who is trying to make an appointment for 5:00 on Friday
Instead of saying "I can't do 5:00 the Doctor is booked at that time"
Say: "I can schedule you with the doctor at 4:00 or 5:30. Which would work better for you?"
Also train your staff on these five steps of a office call:
1. The initial greeting (friendly and clear)
2. Use of the patients first name several times in the conversation
3. Accomodating the patient to the best of your ability and making sure that they know you are doing everything you can to make sure their request is met.
4. Communicating that if you don't have the answer to a question that you will get the answer and call them back as soon as possible.
5. A polite closing and last opportunity for questions
1. Prepare to focus on the conversation. It is easy to pick up when a person is not focused on the conversation and often front desk staff are expected to multitask. A phone conversation requires multitasking as it is, so pause whatever you are working on and focus on that person. A good example is you would not be checking your text messages on your phone with a patient standing at the front desk so don't to it while they are on the phone.
ReplyDelete2. Answer the phone with the standard office greeting. This would sound something like, Thank you for calling (clinic name) my name is (your name) how can I help you today. Having a standard greeting ensures that all the pertinent information is present in the greeting and creates consistency.
3. Accommodate the patient to the best of your ability. Placing a patient on hold is ok, but limit the amount of hold time when possible by checking back with the patient during long hold times.
4. Check to make sure you have all the necessary information before letting the patient off of the phone. Most importantly contact information. It may be necessary to contact the patient again but you cannot do this unless you have a name and the best number to reach them.
5. Be wary of people calling to collect information. Remember your HIPAA training. Also, limit the amount of personal information that you give out. Limiting the length of your conversations will not only create proficiency but also keep the conversation to the most critical information.
6. Always ask if there is anything else you can help with and conclude with a polite closing. This is the last thing the patient will hear, so end on a high note.
1- Do not pick up on the first ring. It appears as if you are pouncing on the chance to escape boredom. Likewise, try to answer before the fourth ring. To have someone wait that long gives the impression that either the office is too busy or that the caller is unimportant.
ReplyDelete2- A pleasant voice is nice, but a pleasant attitude will make the difference in greeting new patients. This is a service industry. A little customer service goes a long way.
3- Identify yourself and the doctor's clinic. This is professionalism at it's simplest.
4- Do not become a free dispenser of information. If the caller requires detailed information, schedule an appointment and the doctor will discuss it with them.
5- Do not attempt to transfer incoming calls to the doctor. If it is an emergency, take down the caller's information and pass it along to the doctor. Do not promise that they will return the call.
6- Watch your hold times. No one wants to feel abandoned.
1. when answering the phone the most important thing is that are sound happy and helpfull, smiling is a must
ReplyDelete2. Identify the clinic and yourself and ask what you can do to assist the caller
3. Do not give out any information over the phone, if they want to speak to the Dr. take a message and the dr. will call them back when he is available.
4. if it is an emergency, tell them to call 911 or to visit the emergency as soon as possible.
5. Do not give council on care over the phone, if advice/council is need schedule an appointment
6. Make sure at the end of the call everything the caller called about has been addressed.
7. thank them for the call before hanging up.
1. The most important aspect of answering the phone is to intially having a cheerful voice and sound helpful. Having a pleasant attitude is of utmost importance. The front desk person needs to leave any personal, negative thoughts to the wayside while in the clinic.
ReplyDelete2.The front desk person should intially identify the clinic and ask how they can be of service.
3. Do not give out any personal information over the phone. If they wish to speak to the doctor, have them make an appointment (this also helps in getting a potential new patient).
4. If the call is an emergency, tell them to call 911. The front desk person should never give out health care advice that they were not trained in.
5. IF the doctor is not busy (should cehck first), and the front desk person has screened the call to ensure it is not a solicitor, the front desk employee may transfer the call back. If the doctor is busy, take down all pertinent contact information.
6. If placing a person on hold due to high call volume, be sure not to keep that person waiting for too long, or they will most likely hang up.
7. When concluding the call, thank the patient for calling and wish them a good day.
1. Before you answer the phone, get ready to speak with whoever is on the other end of the line. Do not attempt to multi-task. Have a positive sounding voice, and sound happy.
ReplyDelete2. Answer the phone with the name of the clinic so the person is sure they have called the right place.
3. Don't give out any personal information.
4. If the person wishes to speak with the doctor, take a message and tell them the doctor will call you back. If the doctor has a personal voicemail, send them to that so they can leave a message themselves.If a message is being taken, be sure you have taken the person's name and a number they can be reached at.
5. If the person calling needs detailed information about their care, schedule an appointment in which they can meet with the doctor.
6. Before ending the conversation ask if you can help them with anything else.
7. Always thank the patient for calling
1.They must first say: "Its a great day at (insert clinic name) this is (insert receptionist name) how can I serve you.
ReplyDelete2.The receptionist is the face and personality of the practice. He or she must be warm, empathetic and intellectually they must be dynamic and able to handle multiple situations.
3 When answering the phone the receptionist must be focused and positive, and must be sensitive if the situation is an emergency then they should call 911.
4.They must follow all HIPPA requirements.
5.It is critical that your staff has a firm grasp on the principle of chiropractic, because the receptionist will be asked a variety of clinical questions. It is imperative that if the question is beyond her capability (if the question is not about billing or scheduling) the receptionist must say "that is a question for the doctor." They must not give out advice.
6. When they hang up, in most situation, they must say: "make it a great day."
1. Smile while answering the phone. This simple act will come across in your voice to those you are speaking too.
ReplyDelete2. Identify the clinic and yourself to the caller and ask how you can assist them today.
3. Do not divulge sensitive protected information over the phone. If a caller is wanting to see when their scheduled appointment time is, ask them to confirm their phone number and check it against their record before confirming the appointment time.
4. If they caller wishes to speak to the doctor, inform them that the doctor is busy at the moment and take a message or transfer them to the doctors voicemail directly.
5. If the caller insists that this is an emergency, direct them to call 911. Do not give out health care advice over the phone at any time.
6. If they are requesting detailed information about their health care, or the health care of a minor, ask them to make an appointment to discuss it with the doctor. Do not give out information over the phone.
7. If they are calling to make an appointment, be courteous when informing them that a requested time slot is unavailable, and offer the closest available appointments to the time requested as alternatives.
8. If they are calling about their bill, politely remind them that office policy is to conduct all billing transactions in person.
9. Close the call by asking if there is anything else that you can do for them, and thank them for calling the clinic.
It is very important to train your staff on how to answer the phone. They are often times the first contact with your office. Practicing and "roll-play" are the best ways to practice answering the phone.
ReplyDelete1.SMILE! Answer the phone with Good morning/afternoon/evening, clinic name and their name. Have a positive attitude.
2.Accomodate and help patient as needed.
3. Don't release any personal information regarding the patient
4. If the patient wishes to speak with the doctor, take a message. If it is an emergency, instruct the patient to call 911.
5. Do not release any type of care plans or information without discussing with the doctor.
6. A polite closure, asking if there is anything else you can for them and thank them for calling the clinic.
1) Smile as you pick up the phone and while talking. Your voice will convey friendliness and willingness to help.
ReplyDelete2) The phone should be answered by the second ring.
3) Never leave someone on hold longer than 30 seconds. If necessary, have a recorded message providing the caller with information about chiropractic and services the office provides for patients who are on hold. Always apologize for delays or errors. Taking the responsibility no matter who is at fault.
4) Be mindful of what is said within earshot of others while on the phone.
5) Never take personnal calls at the front desk. If necessary, take the call to a back room where the conversation will be private and away from earshot of patients who are waiting for care.
6) Messages should be placed on a NCR phone message book so if the original message is lost the information is easily accessable. The message should include date, time, name, phone number, whoe message is for and what the call is concerning.
7) Have a written policy on phone calls that may require the doctor to be disturbed. In am emergency enter the treatment room quietly and hand the doctor a brief not including only the important information. Wait for any instructions then leave the room.
1. Answere the phone with a friendly voice and be as positive and friendly as possible.
ReplyDelete2. Identify the clinic, yourself, and thank the person for calling.
3. Be sure to identify the person calling before giving them personal information.
4. Never give out health care information over the phone. That is the doctors job if he wishes.
5. If the patient wants to talk to the doctor, tell them the doctor is busy and their information is important and take a message and call back number.
6. If they are wanting to make an appointment, ask them what days and times works for them and then when replying with times that may not work or work be friendly and courteous and try and make the appointment work best for them.
7. If the call is an emergency advise them to call 911.
8. If they are calling to cancel an appointment suggest rescheduling for their next convenient time.
9. If they need to talk to someone about billing inform them that that is done in person at the office only.
10. Before hanging up ask if there is anyother way we may be able to help and thank them again for calling.
1 - The receptionist is to identify the clinic and then themselfs followed with thanking the individual for calling.
ReplyDelete2 - The receptionist is to ask how they my assist the individual with the call.
3 - If the individual needs to talk with the doctor the receptionist should take a message with the individuals contact information.
4 - The receptionist is not permitted to release any patient information, care/treatment plans, or give any advice without the doctors approval to any caller.
5 - The receptionist is then to ask if there is anything else the individual needs, and then the receptionist is to thank the individual for calling and wish them a good day.
1) the Front desk person will answer the phone with a warm and friendly greeting stating the name of the clinic and themselves.
ReplyDelete2) They will then ask the nature of the call and inform the caller they will help them.
3)If they wish to make an appointment that will be handled professionally with all info needed gathered. If Doctor is needed a note will be taken and sent to doctors inbox immediately following the call.
4)Under any circumstances the front desk is prohibited from releasing any patient information over the phone unless permission from doctor is given.
5)When closing the call the front desk will ask if the caller is satisfied or will need further assistance. If so further assistance is given. If not a sincere thank you for calling and good bye will be offered.
1. Thank you for calling the office of Christensen Chiropractic, this is (name), how may I help you?
ReplyDelete2. Take down all of the callers information. Name, reason for call, call back number, date
3. If calling about billing, inform the patient that this is best done in person or through our secured online accounts tab on the companies web site.
4. Never give out any personal patient information. You never know who you are speaking to.
5. If you must put someone on hold, ask first and - most importantly - wait for their answer. If someone expresses reservation about being put on hold, calmly explain why it is necessary. Perhaps the person they are calling for stepped out of the office and needs to be tracked down, or is on another call. Callers like an explanation for their inconveniences.
6. If you need to take a message, record all the pertinent information and personally hand the message sheet to the person when they are available.
1)Front desk answers the phone, stating the name of clinc, thier name, and how they may handle thier call.
ReplyDelete2) Help the caller make an appointment. If the Dr. is needed by the caller, politely take a message if the Dr. is not availble and assure the caller that the Dr. will return their call.
3)Never give out patient information
4)If an emergency advise the caller to call 911
5)If looking to cancel an appointment try to make an appointment for the most convient time for the caller.
6) closing, tell the caller thankyou for the call and is there anything else they could help them with
Phone Answering Policy
ReplyDelete1) Answer the phone politely, promptly and prestigiously with a salutation, what clinic you are answering the phone for and a "How can i help you?".
2) Have the computer and paper tablet to take down any notes or scheduling needs from the caller.
3) Answer questions appropriately when applicable, otherwise refer to working doctor for time sensitive answering.
4) In event the doctor(s) are busy ask to leave message, name and number for later contact.
5) In case of emergency, instruct caller to hang up and dial 911.
6) In closing, bid the caller a polite farewell and hang the phone up.
7) Personal calls shall not be used on work phone or during work hours unless deemed an emergency.