In A Medical Office, You Will Be Required To Answer The Phon

In A Medical Office You Will Be Required To Answer The Telephone Cre

In a medical office, you will be required to answer the telephone, create appointments, register patients, cancel appointments, take phone messages, and transfer calls. Sometimes you may have to complete these tasks simultaneously. For this assignment, you will create a two-page scenario involving registering a patient over the telephone and taking a phone message in between using proper telephone etiquette. To complete this assignment, click on the following link to see an example scenario of creating an appointment for a new patient over the telephone and a sample message pad to use to create your scenario of the phone message. (Note: This assignment requires you to register a patient in the clinic over the telephone not schedule an appointment. You need to create a scenario creating a phone message between patients.) Appointment Scenario Subject Electronic Health Records and Medical Office Procedures

Paper For Above instruction

In a busy medical office, receptionist staff play a critical role in ensuring smooth communication and efficient patient management. This scenario illustrates the professional conduct and procedures involved in registering a patient over the telephone, interspersed with taking a phone message, all while maintaining proper telephone etiquette.

Scenario Overview

The scene involves a receptionist receiving a call from a new patient seeking registration. Midway through the conversation, a nurse from the clinic calls to leave a message for a doctor, requiring the receptionist to handle both tasks seamlessly. The goal is to demonstrate effective communication skills, accuracy in data entry, and professionalism.

Scenario Details

The call begins with the patient's inquiry. The receptionist greets politely, verifies the caller's identity, collects necessary registration information, and enters the data into the electronic health records (EHR) system. As the conversation proceeds, the nurse calls to leave a message regarding a patient’s urgent condition, requiring the receptionist to listen carefully, document the message accurately, and transfer the call or take a detailed message.

Sample Telephone Interaction

Receptionist: "Good morning, Tower Medical Clinic. This is Jane speaking. How may I assist you today?"

Patient: "Hello, my name is John Smith. I’d like to register as a new patient."

Receptionist: "Thank you, Mr. Smith. I will need to verify some information to complete your registration. May I confirm your date of birth?"

Patient: "Sure, it's March 15, 1985."

Receptionist: "Thank you. And what is your current address?"

Patient: "123 Maple Street, Springfield."

Receptionist: "And the best phone number to reach you?"

Patient: "555-123-4567."

As the receptionist enters this data into the EHR system, the nurse calls to leave an urgent message.

Receptionist: "Excuse me for a moment. I need to take a message from our clinic nurse."

Nurse (on the line): "Hi, this is Nurse Lisa. Please inform Dr. Anderson that Mr. Roberts has had a sudden increase in blood pressure and needs to see him today. Please ask the patient to call back to schedule an urgent appointment."

Receptionist: "Thank you, Nurse Lisa. I will document this message and relay it to Dr. Anderson immediately."

The receptionist notes down the message accurately, ensuring to include all relevant details such as the patient's name, the medical concern, and the urgency. They then thank the nurse and return to completing the patient's registration, making sure all information is correctly entered into the EHR system.

Conclusion

This scenario demonstrates the importance of professionalism, attention to detail, and effective communication when handling multiple telephone tasks in a medical office. Proper telephone etiquette includes greeting warmly, speaking clearly, listening carefully, confirming information, and maintaining a polite and helpful tone throughout the conversation. Managing concurrent calls and messages efficiently ensures patient safety and contributes to the overall smooth functioning of the healthcare facility.

References

• American Medical Association. (2023). Medical Office Communication and Etiquette. AMA Publishing.
• Fenichel, J., & DePompeo, R. (2021). Medical Office Procedures and Patient Interaction. Elsevier.
• HealthIT.gov. (2022). Electronic Health Records and Documentation Best Practices. U.S. Department of Health & Human Services.
• Jones, S. (2020). Effective Communication Skills in Healthcare. Journal of Healthcare Management, 65(4), 242-249.
• National Healthcareer Association. (2023). Healthcare Customer Service and Telephone Skills. NHA Resources.
• Smith, K. (2019). Managing Multiple Calls in a Healthcare Setting. Healthcare Communication Journal, 10(2), 100-106.
• CDC. (2022). Infection Control in Medical Offices. Centers for Disease Control and Prevention.
• Hoffman, L. & Larsen, P. (2021). Electronic Medical Records Implementation and Use. Springer Publishing.
• Joint Commission. (2023). Effective Communication in Healthcare. The Joint Commission Journal.
• Williams, M. (2020). Professionalism and Etiquette in Medical Reception. Medical Assistant Journal, 28(3), 35-40.