Front Desk Training Module
Advantage Healthcare Systems

Front Desk Operations

Professional Call Handling and Patient Communication

The front desk is the first point of contact for patients and plays a crucial role in shaping their experience with Advantage Healthcare Systems. This module covers essential protocols for professional call handling, patient communication, and efficient front desk operations.

Learning Objectives
Professional Call Handling

Proper call handling is essential for creating a positive patient experience and ensuring efficient operations. Follow these key protocols for all incoming calls.

Standard Call Handling Protocol:

Professional Greeting
"Good morning/afternoon, this is [Your Name], how may I assist you?"
Active Listening
Listen attentively, validate concerns, respond with empathy
Assess Urgency
Determine if routine or urgent
Resolution or Routing
Resolve issue or connect to appropriate department
Documentation
Document in MedHiWa or eClinical

Key Call Handling Standards:

  • record_voice_over
    Professional Greeting: Always answer calls with "Good morning/afternoon, this is [Your Name], how may I assist you?"
  • hearing
    Active Listening: Listen attentively to the caller, validate their concern, and respond with empathy while avoiding blame.
  • priority_high
    Call Prioritization: Determine the urgency of the call and prioritize accordingly.
  • pause_circle_outline
    Hold Protocol: Always ask for the caller's permission before placing them on hold. Wait for patient authorization.
  • note_add
    Documentation: Document the details of the call accurately in the patient's chart using MedHiWa or eClinicalWorks.
  • schedule
    Efficiency: Use time efficiently to resolve the inquiry or provide clear next steps.
  • call_split
    Call Routing: If unable to resolve the issue, inform the caller that they will be connected to the appropriate person or department.
  • supervisor_account
    Escalation: Offer to escalate the matter to a supervisor when needed to ensure resolution.
info Recommended Phrases to Validate Patient Concerns

Default response for all locations: "I understand your concern. Let me see what I can do to help you."

De-escalation technique: Use mirroring language, e.g., "I believe I understand what you're saying," followed by repeating the patient's concern.

Urgent vs. Routine Calls

Properly identifying and handling urgent calls is critical for patient safety and satisfaction. Understanding the difference between urgent and routine calls helps ensure appropriate prioritization.

Urgent Calls Include:

  • local_pharmacy
    Medication reactions or potential side effects
  • person
    Peer-to-peer or provider calls
  • warning
    Patient reports worsening symptoms
  • verified_user
    Insurance authorization issues affecting same-day services
  • gavel
    Legal calls from attorneys or adjusters regarding case compliance

Routine Calls Include:

  • attach_money
    Billing inquiries
  • event
    Appointment scheduling
  • help
    General questions
  • directions
    Directions to facility
  • access_time
    Office hours inquiries

Protocol for Urgent Calls:

Medication Reactions or Side Effects
  • Advise the caller to stop taking the medication
  • Instruct them to call 911 or go to urgent care if the issue appears serious
  • Inform the on-site doctor if one is present, but do not contact the provider directly otherwise
Peer-to-Peer or Provider Calls
  • Transfer immediately to extension 12 (Pre-Cert Department)
  • If Pre-Cert is unavailable, take a detailed message and mark as urgent
Worsening Symptoms
  • Escalate to MA or Admin
  • If neither is available and the situation is severe, advise the patient to call 911
  • Note: Worsening symptoms like foot pain are not considered urgent unless the doctor advises otherwise
Insurance Authorization Issues
  • For issues affecting same-day services, notify the pre-cert team immediately
  • Document the issue in both MedHiWa and eClinical
Legal Calls
  • For calls from attorneys or adjusters regarding case compliance, escalate to case management or a supervisor
  • Document the call with detailed notes
warning Important Note on Earlier Appointment Requests

Patients may request earlier appointments, but the front desk must confirm with the doctor before rescheduling.

Timeline for Following Up on Requests to Reschedule Earlier Appointments:

  • If the request is received before 2:00 PM: aim for same-day follow-up
  • If received after 2:00 PM: respond by the following day, no later than 1:00 PM
  • The front desk will communicate with the doctor and get back to the patient with confirmation
Phone Routing – Temporary Process

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

Call Routing Guidelines:

Call Type Route To Extension/Department
Billing Questions Billing Department Extension 15
Insurance Verification Verification Department Extension 14
Medical Records Requests Medical Records Extension 16
Prescription Refills Clinical Staff/MA Extension 13
Provider Calls Pre-Cert Department Extension 12
Appointment Scheduling Front Desk (handle directly) N/A
Clinical Questions MA or Clinical Staff Extension 13
Urgent Medical Issues MA or Admin Extension 13 or 11
info Call Transfer Protocol

When transferring a call, always:

  1. Inform the caller that you will be transferring them
  2. Provide the name of the department or person they will be speaking with
  3. Ask if they would prefer a transfer or a callback
  4. If transferring, stay on the line until the connection is made
  5. If the appropriate person is unavailable, offer to take a message and ensure a callback
Interactive Practice: Call Handling Simulation
Scenario 1: Routine Call

A patient calls to schedule a follow-up appointment. How would you handle this call?

Select the appropriate greeting:
What information should you collect for scheduling?
After scheduling, what should you tell the patient?
What documentation is required after the call?
Scenario 2: Urgent Call

A patient calls reporting dizziness and nausea after starting a new medication yesterday. How would you handle this call?

How would you classify this call?
What is the appropriate first response?
What action should you take?
Knowledge Check

Test your understanding of Front Desk Operations:

1. What is the proper greeting for answering calls at Advantage Healthcare Systems?

2. What should you do before placing a caller on hold?

3. Which of the following is considered an urgent call?

4. Where should peer-to-peer or provider calls be transferred?

5. What is the recommended phrase to validate patient concerns?

emoji_events
Perfect Score: 5/5!

Excellent work! You've mastered the Front Desk Operations protocols.

Correct Answers:
  • 1. "Good morning/afternoon, this is [Your Name], how may I assist you?"
    check_circle
  • 2. Ask for their permission and wait for authorization
    check_circle
  • 3. Medication reaction
    check_circle
  • 4. Pre-Cert Department (Extension 12)
    check_circle
  • 5. "I understand your concern. Let me see what I can do to help you."
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