1. Interpersonal Communications Brenda A. Potter, CPC
2. What Is Communication? Communication is sending of
information from one place to another
3. Components of Communication Sender Receiver Message
Feedback
4. Communication Guidelines Listen to the other person Be
attentive Dont plan your response while patient is talking Speak
clearly Speak loud enough for patient to hear (but not so loud that
anyone else can overhear)
5. Communication Guidelines Pronounce words correctly Speak at
an appropriate speed Watch the feeling your voice conveys Direct
words to patient Clarify patients needs if necessary Dont
interrupt
6. Special Communication Considerations ina Medical Office
Remember, you are a representative of the practice! Ask an
appropriate amount of questions to help patient Never, ever
diagnose or give medical advice!!!!! Do not use complicated medical
terms unless patient fully understands them
7. Nonverbal Communication Body language Sign or signal given
by the body Very often given subconsciously
8. Nonverbal Communication
9. Positive Body Language Habits Eye contact Arm position
Smile! Posture Facial expressions Comfort zone Professional
appearance
10. Personality Styles Not everyone is alike Be aware that
personality differences can lead to conflict
11. Communication within the HealthcareTeam Respect and be
tolerant of others Develop good working relationships Make
physicians job easier if possible
12. Communicating with Your Supervisor Mutual respect is the
key Be respectful of supervisors position Supervisor is responsible
for office operations
13. Telephone Communication Telephone is indispensable in the
medical office Most business is done using the phone
14. Proper Telephone Technique Develop a telephone personality
Answering the phone in a medical office is a great
responsibility
15. Guidelines for the Telephone Use a thoughtful and caring
tone of voice Watch volume Be careful with the words you choose Use
an appropriate rate of speech
16. Incoming Calls Consider telephone location Maintain
confidentiality Keep conversations brief Dont ignore a ringing
phone Answer in three rings or fewer Dont give medical advice Dont
use office phone of personal business
17. Telephone Greeting Welcome Hello, good morning, and so on
Identification of facility Identification of operator Your name
Offer to help Example: Good afternoon, Parker Day Spa, This is
Chris, How may I help you?
18. Telephone Protocol Guide for handling calls Protocol should
be approved by practitioners
19. Telephone Protocol Find out: Reason for call (Priority #1)
Name of caller Action to take (what the caller needs) Call
confirmation Call close
20. Holding MUST ask if patient is able to hold Wait for
patients response Never use Please hold Hold no longer than one
minute Minimize holding if possible Two calls at same time only one
should hold, talk to other call
21. Transferring Calls Ask if you may transfer call Announce
call Do not talk too loudly Do not breach confidentiality with
speaker
22. Automated Messages If phone traffic is very heavy, a
message may play giving the patient instructions
23. Calls After Hours Important to give patients information
when office is closed Answering machines Voice mail Answering
services Information should be given to caller about what to do
when office is closed
24. Telephone Screening Obtain information to determine how to
handle a call Reduce the number of calls to the physician; some
calls can be handled elsewhere Practitioners need information, such
as chart, before handling call
25. Identifying Emergencies over the Phone Be alert to common
symptoms Do not diagnose a patient When in doubt, check it out!!!
(Refer call to nurse or MD)
26. Physician out of Office Use Dr. Sanchez is out of the
office Dont mention physician is on vacation unless he/she
approves
27. Complaint Calls Acknowledge problem Ask what you can do to
help Dont pass the buck Keep your cool Dont make excuses Do what
you can to prevent future problems
28. Taking Messages May be written or electronic Message may
become part of patients medical record
29. Vital Components of a Message Date and time of call Callers
name Patients name Chart number Provider name (or person called)
Operator Message narrative Telephone number
32. Outgoing Calls Be mindful of long-distance charges
33. Directories Printed telephone directory Contains much
community information Web directory May save money compared with
directory services Personal directory Keeps frequently called
numbers
34. Leaving Messages for Patients Exercise caution Do not leave
confidential information Office may ask patient to sign a telephone
release
35. Written Communication Reference materials are a must
Medical and English dictionaries Medical word books Pharmaceutical
reference Style reference
36. Business Letters Letterhead usually used Copies of letters
placed in patients chart
37. Components of a Letter Date October 15, 2008 Inside address
Ms. Lydia Marten 607 Sweet Avenue Harvester, MN 55555 Salutation
Dear Ms. Marten: Body of letter Includes subject line containing
patients name and medical record number
38. Closing Sincerely or Cordially Sender or authors name
Reference initials File name notation Enclosure notation TM/bp Copy
notation
39. Block-style Letter
40. Modified Block-style Letter
41. Modified Block-style Letter with IndentedParagraphs
42. Envelopes #10 business envelopes used for business
correspondence U.S. Postal Service guidelines for addressing
envelopes All caps, no punctuation Black ink on white or
light-colored envelopes Easy-to-read font Left justify address One
space between city and state, two spaces between state and ZIP
43. Address Format for Envelope
44. Inserting a Letter in an Envelope
45. Letter Portfolio Keep samples for examples Remove
confidential information from samples
46. Memos For internal office communication
47. Components of a Memo Heading To From Date Subject Body
Signature on bottom or next to from heading Reference
48. E-mail E-mail is a quick way to communicate It is not for
confidential information
49. E-mail Etiquette Never type messages in capital letters
Acceptable to use lowercase for casual conversation Be brief
Emoticons can convey feeling Avoid sensitive or serious
subjects
50. U.S. Postal Delivery Services City delivery Mail delivered
directly to office Post office delivery Mail delivered to box
located in a postal station
51. Processing Incoming Mail Open every piece of mail unless
marked confidential Confidential mail opened only by intended
recipient Mail stamped with date received Envelope stapled to
letter Patients medical record number written on correspondence
Correspondence given to physician along with patients medical
record Correspondence initialed and dated by physician to indicate
it was reviewed
52. Processing Outgoing Mail First Class Letters, postcards
Express Mail Overnight delivery, costly Priority Mail Fast service
for packages up to 70 lbs. Certified with return receipt Provides
proof of delivery
53. Processing Outgoing Mail Postage machine Saves time by
weighing and stamping at office Presort mail Discounts for large
amounts of mail to specific ZIP codes Private courier services
Alternatives for packages or overnight delivery
