Does your receptionist have excellent telephone etiquette? It is important for your medical office staff to consistently offer a polite, consistent phone manner. When a patient calls in, the way in which the front desk personnel handle the telephone call determines how your facility is perceived. Here are a few basic tips you can offer your medical office staff to improve telephone etiquette.
1. Be an active listener
- Focus on the speaker
- Act interested
- Try not to interrupt
- Be aware of your non-verbal communications
- Avoid talking to anyone else
- Keep your mind on the issue being discussed
2. Have good phone manners
- Answer quickly, at least by the third ring
- Answer with your name and a friendly greeting
- Smile, the caller can hear your smile through the phone
- Speak slowly and clearly
- Never chew food, gum or drink anything while on the phone
- Ask permission before placing a caller on hold
3. Maintain Confidentiality
- Be cautious about the information given over the phone
- Ask the patient to give their social security number to identify themselves
- Keep in mind that other patients may be able to hear your conversation
- If the caller is not the patient, never discuss personal information without permission
4. Things to Consider
- Always thank them for calling
- Never hang up first
- When taking messages, get as much information as possible
- Stay calm and polite, even when a patient is rude to you
