HealthCenter21: Medical Office Telephone Etiquette

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.

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