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| Frage | Antworten |
| 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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