This module provides instruction on answering and documenting telephone calls in the medical office. Students experience handling incoming telephone calls, performing triage and leaving messages on machines and explore telephone technology.
Unit: Identifying Callers
Description
In this activity, students will role-play an "unauthorized call" to a medical facility while considering HIPAA and how it relates to telephone conversations in the medical office.
Unit: Basic Telephone Communication
Description
In this unit, students will learn about: telephone communications in a medical office, holding and speaking into a telephone, answering an incoming call properly, when to use the hold feature and handling difficult calls.
Lessons
1. Speaking on the Telephone
2. Answering an Incoming Call
3. Handling Multiple Calls
4. Quiz
Unit: Managing Incoming Calls
Description
In this unit, students will learn about: screening, transferring, taking messages, handling emergency calls and performing triage to determine an emergency in a medical office.
Lessons
1. Screening Calls
2. Telephone Triage
3. Handling Sample Incoming Calls
4. Quiz
Unit: Following Through
Description
In this unit, students will learn about: follow through with telephone communication as they practice taking and leaving messages while protecting patient privacy.
Lessons
1. Taking Messages
2. Follow Through
3. Quiz
Unit: Special Features and Services
Description
In this unit, students will learn about: telephone technologies and services as they identify key features and describe how they are used in medical facilities.
Lessons
1. Telephone Technologies
2. Quiz
Unit: Reflection Questions
Description
In this activity, students will journal about telephone etiquette, responding to upset callers, adhering to HIPAA, and performing telephone triage. A class discussion can follow.
Unit: Handling Calls Skit
Description
In this project, students will write and perform a skit in which an assistant handles three incoming calls.
Unit: Current Event
Description
Students will review articles for information related to a topic in the module. Once an article is found, students complete a Current Event form.
