May physician's offices or pharmacists leave messages for patients at their homes, either on an answering machine or with a family member, to remind them of appointments or to inform them that a prescription is ready? May providers continue to mail appointment or prescription refill reminders to patients' homes?Answer:Yes. The HIPAA Privacy Rule permits health care providers to communicate with patients regarding their health care. This includes communicating with patients at their homes, whether through the mail or by phone or in some other manner. In addition, the Rule does not prohibit covered entities from leaving messages for patients on their answering machines. However, to reasonably safeguard the individual’s privacy, covered entities should take care to limit the amount of information disclosed on the answering machine. For example, a covered entity might want to consider leaving only its name and number and other information necessary to confirm an appointment, or ask the individual to call back. Show
A covered entity also may leave a message with a family member or other person who answers the phone when the patient is not home. The Privacy Rule permits covered entities to disclose limited information to family members, friends, or other persons regarding an individual’s care, even when the individual is not present. However, covered entities should use professional judgment to assure that such disclosures are in the best interest of the individual and limit the information disclosed. See 45 CFR 164.510(b)(3). In situations where a patient has requested that the covered entity communicate with him in a confidential manner, such as by alternative means or at an alternative location, the covered entity must accommodate that request, if reasonable. For example, the Department considers a request to receive mailings from the covered entity in a closed envelope rather than by postcard to be a reasonable request that should be accommodated. Similarly, a request to receive mail from the covered entity at a post office box rather than at home, or to receive calls at the office rather than at home are also considered to be reasonable requests, absent extenuating circumstances. See 45 CFR 164.522(b). Created 12/19/02 Content created by Office for Civil Rights (OCR)
 The telephone is one of the most important pieces of communication equipment and is often the first interaction a patient will have with a physician’s office. When patients call the physician’s office, they expect a certain etiquette and for the medical office administrative assistant’s undivided attention. Since the medical office administrative assistant doesn’t know who is on the other end of the call, he/she must keep an appropriate telephone voice using proper etiquette techniques including diction, pitch, tone, enunciation, volume, speed, and pronunciation. The administrative assistant must also be a good listener and answer the phone in a professional manner. Proper telephone etiquette is about making a good impression when speaking on the phone. Medical office administrative assistants will want to be courteous and helpful. They should give the caller their undivided attention and never try to do another task at the same time as talking on the telephone. Some patients will not want to remain on hold, so proper etiquette dictates that the medical office administrative assistant should ask if they want to receive a call back. This return call should be placed in a reasonable amount of time. Proper telephone etiquette recommends that the medical office administrative assistant should use the patient’s name, which will give the patient a positive feeling about the physician’s office. When medical office administrative assistants deal with someone who is nervous or upset, proper etiquette recommends that they communicate with empathy to show the caller they understand the patient’s feelings. When concluding the call, the medical office administrative assistant should take a few seconds to summarize the important points of the call and thank the caller. Proper etiquette suggests that medical office administration assistants always allow the caller to hang up first. Triage telephone techniques (prioritizing the urgency of medical problems) will be used by the medical office administrative assistant so that emergencies are handled correctly. Being HIPAA compliant (keeping confidentiality) is also important when talking with patients or a physician on the phone. Many physicians’ offices will have multiple lines, and the medical office administrative assistant will need strong multitasking techniques to transfer calls, leave voicemails, and put calls on hold. Effective Listening Etiquette TechniquesEffective listening etiquette techniques by medical office administrative assistants will allow them to understand whether a call is an emergency. They should permit patients or physicians to complete their thoughts rather than anticipating what they are going to say. They should also repeat back the caller’s request or thoughts so the caller knows that the medical office administrative assistant listened. Telephone Voice Etiquette TechniquesPatients should be greeted by a pleasant voice when they call a physician’s office. The medical office administrative assistant should use proper etiquette through pronunciation of words, keep the pitch pleasant, speak with a positive and respectful tone, sound intelligible, not be too loud or soft, and speak at such a speed that the caller can understand the full message.
Answering the Telephone ProfessionallyAnswering the telephone in a professional manner involves answering within two to three rings, so the caller is not left waiting. If taking multiple calls, proper etiquette suggests that you give the first caller priority unless the second caller has an emergency. Always ask permission to place a caller on hold before doing so. 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. Ask the caller’s permission to be placed on hold before transferring the call to a colleague or physician. The medical office administrative assistant should also let callers know if the person they are looking for is unavailable and, if so, that the call will be transferred to voicemail. If taking a message, it should include the name of the caller, who the message is for, the telephone number of the caller, the time and date of the call, and any message that needs to be conveyed. Once the call has ended, the medical office administrative assistant should thank the caller and close the conversation. The phone line should be left clear for other calls or emergencies that arise. Automated Voice Response UnitsMany companies are turning to automated voice response units for all incoming telephone calls. The recorded voice allows the caller to pick from different options for routing a call. The use of automated voice response units offers greater flexibility for the medical office administrative assistant, however many callers can get lost in the system. If an automated voice response unit is used, the first option should always be a way to contact someone in an emergency. An option to dial zero should be given so the caller can be connected to an operator, especially important for an elderly patient. Although automated voice response units may increase productivity, having someone to answer the phone provides a personal touch and shows that the physician’s office cares about the patients. Voicemail, Answering Machines, and Answering Services EtiquetteIn conjunction with automated voice response units, the physician’s office may use voicemail or an answering machine if the office is closed or the medical office administrative assistant is away from the telephone. The caller can leave a message and have the medical office administrative assistant call back when available. An additional offering that a physician’s office may use is an answering service. This allows a live person to answer the phone after hours, especially if the patient is having an emergency. Types of Incoming CallsThe medical office administrative assistant will encounter a wide variety of questions and requests when answering the telephone. Most incoming calls are from patients, but the physician’s office will also get calls from other physicians, insurance claims agents, medical sales representatives, and laboratory personnel. Proper phone etiquette must be adhered to at all times. Telephone calls from patients may have to do with appointment scheduling, billing inquires, requests for medical or laboratory reports, questions about medications, prescription renewals, progress reports on treatment success, requests for advice, or complaints. Although friends and family members will call from time to time, telephone etiquette states that the use of the physician’s office telephone is never appropriate for personal calls. Emergency Call Telephone Triage TechniquesWhen receiving an emergency call from a patient, the medical office administrative assistant should ask about the patient’s symptoms and condition. When an emergency, the patient should contact 911 immediately. These include unconsciousness; inability to breath; severe bleeding; pain in the abdomen that will not go away; severe vomiting; bloody stools; poisoning; head, neck, and back injuries; choking; drowning; electrical shock; snake bite; allergic reaction; injuries from a severe motor vehicle collision; a chemical or foreign object in the eye; severe burns; deep animal bites; heart attack; stroke; broken bones; shock; heatstroke; and hypothermia. HIPAA Patient PrivacyAccording to the Health Information Portability and Accountability Act of 1996 (HIPAA), a medical office administrative assistant is not to discuss a patient’s personal health information with anyone other than the patient. HIPAA requires appropriate safeguards to protect the privacy of “protected health information.” The medical office administrative assistant should comply with patients’ requests for their own information. Proper phone etiquette discourages putting patients and medical professionals on speakerphone. If the medical office administrative assistant is going to talk with the patient or authorized provider, all information should be kept confidential. Occasionally, a patient’s family member or friend will call. The medical office administrative assistant should keep the patient’s information confidential and obtain authorization from the patient before disclosing any information to family and friends. Want to learn more about the telephone etiquette of a medical office administrative assistant? Ready for an exciting new career in the health care field? The Medical Office Administration program prepares students with the skills and training necessary to provide excellent administrative support while working and playing a key role in running an efficient, productive office in a variety of medical and business environments. Through a blend of classroom instruction and practical hands-on training, Medical Office Administration students receive an in-depth education in computer data entry of patient information; patient files; filing systems and records; insurance claim filing; and billing and coding. Contact us today to find out more about how to become a medical office administration specialist on Long Island. What is an advantage to having a voicemail system in the medical office?Many doctors love this feature because it saves them the time and hassle of having to dig through an archaic phone system to find their voicemails. Simply put, being able to easily manage voicemails helps further simplify communication between callers, office staff, and doctors.
Which of the following should always be included when the medical assistant takes a message?If taking a message, it should include the name of the caller, who the message is for, the telephone number of the caller, the time and date of the call, and any message that needs to be conveyed.
When a patient calls to request a medication refill which information should be included in the message?In the message please include your first and last name, your date of birth, your telephone number, and the name of the medication, the dosage, and the pharmacy where you would like the medication sent. Refill requests may take up to 72 hours to process.
|
What is the purpose of taking messages for the physician even if he or she is in the office?
zusammenhängende Posts
Urheberrechte © © 2024 WIKIFI Inc.
