Chapter 7: Conducting Telephone Screenings


College Clinical Medical Assisting (Clinical Medical Assisting) Flashcards on Chapter 7: Conducting Telephone Screenings, created by La'Shae on 07/16/2015.
Flashcards by La'Shae, updated more than 1 year ago
Created by La'Shae about 9 years ago

Resource summary

Question Answer
Telecommunications method of communication that allows the participants to communicate at a distance
Etiquette Rules for Telephones -check attitude; must be professional and pleasant -identify self and title -avoid getting upset when a patient is rude -try to diffuse the patient's anger -show interest in what they are saying -do not interrupt -answer questions as long as it is in your scope of duty -follow through with promises made in a timely manner -always allow the patient to hang up first
Etiquette Rules for Emails -respond to all patients in a timely manner -if you do not have an answer, reply saying you have to do some research -do not use all uppercase letters -encourage the patient to send additional emails or to call the office -include a salutation and a complimentary closing, name, and credential -prepare a custom automated response when out of office
Triaging sorting through patients according to the extent of their injuries or illnesses
Telephone Triage similar to triaging -the person performing the triage listens to the patient's symptoms and determines what action to rake as a result
Telephone Screener is specially trained to use a telephone screening manual that lists conditions typically associated with the practice in which the screener works
Medical Assistant's Role during Telephone Screenings Step 1: Identify yourself and state crendtial Step 2: Identify the caller and determine if it is an emergency -pull chart, if its not the patient, ask to speak with the patient Step 3: identify the problem & obtain screening protocol manual -never stray from protocol manual
Emergency Situations -anaphylaxis: severe allergic reaction -breathing difficulties: asthma, COPD -chest pain: Heart attack -Hemorrahging: losing a large amount of blood -poisoning -seizures or convulsions: unconcious, in a trance -stroke: sudden numbness, weakness, confusion, trouble walking, seeing, severe headache -sudden excruciating head pain, back pain, abdominal pain
Sending Faxes -must apply privacy rules when sending faxes -all cover sheets must contain confidentiality notice, only intended fro recipient -contact recipient before
Emailing -supervisors, providers, and other coworkers -patients diagnostic centers, hospitals, and other medical facilities -the billing office
Teletypewriter (TTY) Telecommunications Device for the Deaf (TDD) -allows users to type messages to type messages to one another and may be used to schedule appointments, call patients with lab results, or to change medications -Software can now be purchased for computers
Patients with Limited English interpreters should be hired for appointments, if not available use one over the phone or through video conferencing
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Chapter One: Journey to Professionalism
Chapter 3: The Complete Medical Record and Electronic Charting
Chapter 5: Conducting a Patient Interview and Developing A Medical History
Women's Health Issues: Obstetrics and Gynecology
Chapter 11: Basic Vital Signs and Measurements
Chapter 22: Medical and Surgical Asepsis
Chapter 6: Developing In- Office Screening Skills
Chapter 35: Urgent Care and Emergency Procedures
Chapter 12: The Physical Exam
Chapter 13: Eye and Ear Exams & Procedures
Chapter 24: Assisting with Minor Office Surgeries & Wound Care