One of the primary duties of a medical assistant is to serve as an administrative assistant to a medical professional. Their role is to connect patients and medical professionals, update and maintain medical records, and answer and make calls on their behalf. Courtesy, maintaining a respectful and enjoyable voice in communicating information is very important for performing these tasks.
Especially when making a call, you must speak to the patient or medical staff in his or her name. This is a sign of respect and professionalism. Here are some tips and etiquettes to be aware of when making a call.
First, when making a call, you must introduce yourself, the company that works for you, and the purpose of the call. Communicate your intentions at the beginning of the conference call. Make the call sound professional.
Second, use your normal voice. This way you will feel more relaxed and sound more sincere.
Third, avoid yelling. It only gives the recipient a negative impression.
Fourth, state your information as soon as possible but clearly. Avoid lengthy and eloquent sentences and words that are too complex to be deciphered. Remember that you are talking to a person, not talking to a dictionary. Also, be considerate. You are dealing with a busy medical staff and a patient who has no time to make complex calls. Try to answer any questions from this person clearly, don't be excited. The use of proverbs is not the language of a professional.
Fifth, eating and drinking when you call is a bad habit. Your voice will change, and your words will not be clear. Have proper time and proper drinking and eating places.
6. Develop the habit of carrying pens and papers while you are on the phone and answering calls.
Receiving a call from a patient or medical staff is another responsibility of the medical assistant and requires careful attention. Declaring your name and calling the caller is a sign of performance.
First, explaining your name will make the caller aware of whether he or she made a mistake or made a correct call. It is necessary to listen patiently to what this person is saying. Repeat the caller's message so that you can correctly convey his or her message. If you receive a call while still talking to someone, please politely ask if she or she can hold it. Try to go back to the pause state in one minute.
When you receive a call from someone who is angry or complaining, please listen to what he or she said. Answer the person who is polite and respectful, and your voice has no signs of excitement. Say some comforting words that calm her or him. Make sure you don't raise your voice at any time. Remember, you are dealing with tired medical staff or patients who may lose their temper at any time, so please be patient. Don't be distracted by anything. Avoid talking to friends, eating, drinking, and having fun while on the phone and on the phone.
Record all the calls you made and why you made them. Same as all phone calls received and the messages that follow, so you don't forget what to do in response to these messages. In this way, you can protect patients, medical staff and yourself, and most importantly, you can provide value to the information you receive and the people you give them.
Orignal From: Medical Assistant Role - Mastering Phone Technology and Etiquette
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