Telephone Screening Flashcards
Memorize
1
Answer the phone by the 3rd ring in a nice way.
2
Identify office, identify self, “How may I help you?”
3 and 4
Voice is clear and distinct and at a moderate rate.
5
Show consideration to the needs of the caller.
6
Write down what patient is saying (full name, dob, age)
7
If patient is not the caller, ask caller their name and relationship to the patient.
8
Ask for reason of call, allergies, call back #, best time to call, I get patients chart number. If in the right situation, ask for medication (Amount pres. and how often taken), medication refills, pharmacy name,pharmacy #. Also listen for urgency in tone.
9 and 10
Accurately documented everything needed, routed the call to the provider with a right level of urgency and patients chart attached to message form.
11 and 12
After screening and routing the call, sign off on the message. Closed call appropriately. And let caller hang up first. Put chart into the physicians box
What if it is an emergency??
Record callers name and complaint, tell patient to remain on the line, call 911, stay on line until 911 had been contacted, attach a note to the patient’s chart and place in physicians message box.
What if caller need prescription refill??
Take a message with the essential info about the medication. Pharmacy name and number required. Attach request to the patient’s chart and place it in the physicians message box.
What if caller calls with insurance or billing questions??
After confirming caller identity. If caller is entitled to the info, provide the insurance/billing coordinator number, extension, and the name of whom they are being transferred to in case of a disconnection, then transfer the call to the insurance/billing coordinator.
What if caller request test results??
Unless instructed to place call directly to the provider , take a message with essential information about results being sought. Attach request to the patients chart and place it in the physicians message box.
What if patient call for follow-up call??
Unless instructed to place call directly to provider, complete message form and attach to chart and place in the providers message box.
What if caller asks to talk to the physician about a medical problem??
Determine the urgency of the call. If it is an emergency, ask the patient to hang up and call 911. If provider is unavailable, attach request to the patients chart and place it in the providers message box.
