Module 4: Call Handling and Documentation

Phone Protocols and Documentation

Effective call handling and proper documentation are essential for maintaining patient satisfaction and ensuring continuity of care. This module covers the protocols for handling phone calls and documenting patient interactions at Advantage Healthcare Systems.

Learning Objectives

Master standard phone greeting protocols
Learn proper call documentation techniques
Understand call routing procedures
Develop skills for handling difficult calls

Call Handling Protocol

Professional call handling is crucial for creating a positive first impression and ensuring patient needs are addressed efficiently. At Advantage Healthcare Systems, we follow specific protocols for all phone interactions.

Standard Phone Greeting:

"Thank you for calling Advantage Healthcare Systems. How can I help you?"

Phone Routing – Temporary Process:

A new phone system with department-specific menu is being implemented. Until then, all calls are routed through the front desk. Front desk staff are responsible for transferring calls to the appropriate department or team member.

Call Documentation Requirements:

All patient calls must be logged in MedHiWa or eClinical
Use appropriate format (telephone encounter or call note)
Document calls the same day they are received
Include reason for call, action taken, and follow-up needed

Minimum Outcome Standards:

All patient calls are logged in MedHiWa or eClinical
Standard greeting is used for all calls

High Performance Expectations:

Quickly identify needs and route calls without delays
Document all interactions with timely internal communication

Interactive Practice: Call Handling Simulation

Scenario: Incoming Patient Call

A patient is calling to reschedule their appointment. Practice handling the call and documenting it properly.

Incoming Call: John Smith

Patient: Hello, I need to reschedule my appointment for next Tuesday.

"Name and appointment date?"

"Thank you for calling Advantage Healthcare Systems. I'd be happy to help you reschedule. May I have your name and date of birth to locate your appointment?"

"We're very busy today. Can you call back tomorrow?"

"Let me transfer you to scheduling."

Call Documentation

Complete the call documentation form:

Patient Name:

Date of Birth:

Reason for Call:

Action Taken:

Documentation Type:

Telephone Encounter

Call Note

Excellent documentation! You've correctly captured all the required information and selected the appropriate documentation type.

Knowledge Check