How To Answer Phone Calls Effectively - Medical Assistant Tasks

Published: 19th December 2011
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One of the fundamental duties of a medical assistant is to act as an administrative assistant of the medical professionals. They act as mediator between patients and medical professionals. To be proficient in their duties, they need to learn how to be courteous and considerate in delivery messages.

Addressing a patient or a medical staff in his or her proper name is a must especially when making a call. It tells a person if he is considerate and professional. Here are some ways and manners to be observed when making a call.

Firstly, when making a phone call you have to introduce yourself, the company you work for and the purpose of your call. At the beginning of the call, convey your objective. Make the call sound professional.

Secondly, try to use your normal or your average tone of voice. This is basic so that you will sound more relax and sincere.

Third don't shriek. It gives a negative impression that you are disrespectful and the company that you represents is unprofessional.

Fourth, be clear and concise. Do not sound so intelligent that people will have a hard time understanding you. Know that you are talking with a person and not to a wikipedia or a dictionary. Also, be respectful. You are dealing with a busy medical person and a sick person who have no time for knotty calls. Answer all questions from the person clearly and without anxiety. Use of colloquial language are not the rhetoric of the professionals.

Fifth, eating while talking is a bad habit. Eating and munching will not sound good over the headset. There is a right time and a proper place for drinking and eating.

Six is to bring notes and pen always and write important messages.

Receiving a call from a patient or health person is another duty of a medical assistant that calls for a serious attention. Giving your name at the start of the call and greeting the caller is a good sign of professionalism.

Giving your name at the beginning of the call will discriminate those who are realliy calling for business or those who just mistakenly dialled the hospital's numbers. Listening good-naturedly to what the person is saying is basic. Repeat the message of the caller in order that you get his or her message right. If you receive a call while still talking to a person, ask her or him politely if she or he could hold. Try to get back to the person on hold within one minute.

When receiving a call from an aggrieved or person that has a complain listen to what he or she has to say. Answer that person with decency and respect and without any trace of discomfort in your voice. Say some comforting words that would calm her or him down. Make sure you don't raise your voice in any time. Keep in mind that you are dealing with a tired medical person or a sick person that could lose their temper any time so be patient and be nice. Don't be distracted by anything. Do not talk to a collegue, eating and drinking while making and taking a call.

Always make a record of all the telephone call you made and take for the day and the purposes. The same way of all the telephone calls that you received and the messages that goes with it, in this manner you won't forget what you should do in respond to those messages. Thereby you protect the patient, the medical person and yourself and most of all you give importance to the messages that you received and the person that give them.

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