One of the primary duties of a medical assistant is to act as an administrative assistant to medical professionals. Her duties are to liaise between patients and medical professionals, update and maintain medical records, and answer and make phone calls on her behalf. Being courteous, maintaining a respectful and pleasant voice when delivering messages is important to performing these tasks.
Addressing a patient or medical staff on their own behalf is essential, especially when making a phone call. It is a sign of respect and professionalism. Here are some techniques and etiquette to observe when making a phone call.
First of all, when making a phone call, you need to introduce yourself, the company you work for, and the purpose of your call. At the beginning of the call, convey your intention. 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 will only give a negative impression to the recipient.
Fourth, make your message brief but clear. Avoid long, eloquent sentences and words that are too complicated to decipher. Remember that you are talking to a person and not to a dictionary. Also, please note. You’re dealing with a busy doctor and a sick person who doesn’t have time for complicated calls. Try to answer any of the person’s questions clearly and without fuss. The use of slang words is not the language of professionals.
Fifth, eating and drinking while making phone calls is a bad habit. His voice will change and his words will not sound clear. There is a right time and a right place to drink and eat.
Six, make it a habit to have a pen and paper with you when making and receiving phone calls.
Receiving a call from a patient or medical person is another duty of a medical assistant that requires serious attention. Saying her name and greeting the caller is a sign of courtesy.
By saying their name at the beginning, the caller knows if they made a mistake or dialed correctly. Listening patiently to what the person says is essential. Repeat the caller’s message so that you receive the caller’s message correctly. If you get a call while you’re still talking to someone, politely ask if you can wait. Try to get back to the person on hold within a minute.
When you get a call from someone who is angry or has a complaint, listen to what they have to say. Respond to that person with courtesy and respect and without any trace of irritation in your voice. Say some comforting words to calm him down. Make sure you don’t raise your voice at any time. Remember that you are dealing with a tired doctor or a sick person who could lose his temper at any moment, so be patient and kind. Don’t get distracted by anything. Avoid talking to a friend, eating and drinking while making and receiving a call.
Keep a record of all the phone calls you made and why you made them. Like all the phone calls you received and the messages that accompany them, that way you won’t forget what you need to do to respond to those messages. In this way you protect the patient, the doctor and yourself and above all you give value to the messages you receive and to the person who gives them.