Real-Life Communication
You work in an office that is shared by a group of family physicians.
Another medical office assistant named Ryan works with you. Although Ryan
seems nice enough once you get to know him, he has a gruff manner with patients
coming into the office.
The doctors have had a few complaints about
his manner, and would like it to change. You suspect that Ryan just hasn't
had proper training on how to greet people, and could learn better personal
and telephone skills. You politely suggest to Ryan that he might be interested
in a book you have about office etiquette. He is grateful for the suggestion.
"Your
communication skills have to be very polished," says May Au, a medical office
assistant. "You also have to be capable of doing quite a bit of correspondence
between the doctor's office and other facilities such as an attorney or an
insurance company."
This is an excerpt from the book you give Ryan,
and some questions to help him absorb the material. Answer the questions and
see how you do.
When a patient comes into a doctor's office,
she may feel uncomfortable and uneasy. This is when a smile and a friendly
greeting by the medical office assistant is important. This greeting is valuable
therapy in itself. The assistant should stop work, look directly at the patient
and give her full attention during the greeting.
If the medical office
assistant is on the phone at the time, a glance at the patient or a nod of
recognition is important to let the patient know that you have seen her.
Medical
office assistants should make an effort to know the names of the patients
and call them by name. This can go a long way to boost the patient's self-confidence
and help her feel more comfortable.
If there is time, additional pleasantries
are recommended, such as asking about the weather. The general attitude in
the office should be that the patient is expected, is welcome and the office
is prepared for her visit.
Questions:
- What should a medical office assistant do as soon as a patient enters
the room?
- If you are on the phone when a patient comes in, what should you do?
- Why is it a good idea to know the names of the patients as they come in?
- What should the general attitude in the office be?