Medical Assistant Telephone Etiquette

A medical assistant is someone who works in a medical setting. She assists the direct care staff in a medical office. Medical assistants can work in a clinical setting, assisting nurses and physicians, taking patient vitals and setting up rooms for patient care. These positions are referred to as medical assistant back office. When a medical assistant works in the clerical setting of a medical office such as the front desk, she is often referred to as a medical assistant front office. One of her tasks will include answering phones and fielding patient calls. Practicing the correct etiquette will help improve office productivity and boost patient morale.

Patient Confidentiality

• One of the most important tasks the medical assistant must fulfill on the telephone is patient confidentiality. This falls under the Health Insurance Portability and Accountability Act of 1996 (HIPAA). This law forbids medical staff from releasing any information about their patient unless specified by the patient. When someone calls the physician's office, even if it is for a family member and they ask for test results or medical history, the medical assistant must answer by saying they are not allowed to give out medical or personal information from the patient's chart. If the caller becomes persistent, the medical assistant should reply with pertinent information regarding HIPAA violations and why it is important to protect health care information.

Hold Time

• An important part of telephone etiquette for the medical assistant is not to leave incoming callers on hold for very long. This can cause frustration for patients calling into the office. All calls should be answered as quickly as possible and directed to the proper extension. If the caller is still holding after the line rings back a second time, apologize and offer to take a message or redirect the call. Front office medical assistants should have a backup system so that if they are on the line or away from their desk, someone else in the office will answer the phone.

Medical Advice

• Some patients who call physician or medical offices are calling for medical advice or have questions about medication or medical care. A medical assistant does not have the medical authority to answer these types of questions. On the phone, clearly state you are unable to give out medical advice, recommend a course of treatment or refill prescriptions. Kindly ask the patient to schedule an appointment or reroute the call to a registered nurse, nurse practitioner or physician who can give them further medical advice.

Switchboard Operation

• Operating the main switchboard is an important task involved in the work flow of the medical office. Keeping track of what patients are on hold will keep the lines of communication open. Most medical office phones have multiple lines that can accompany several calls simultaneously. The medical assistant will need to obtain the callers information, politely place them on hold and then page or call a staff member to pick up the line. The tone of voice should be professional and helpful.

Answering Calls

• The medical assistant should answer the phone in a pleasant manner. She should state the name of the company she represents and also her first name. Responding with "How may I help you?" or "How may I direct your call?" will help the conversation flow in the right direction. The medical assistant should handle crisis calls and voices on the other end of the line that are difficult to understand with respect and compassion at all times.