Title: Demonstrate triage of incoming telephone calls.
Course: Medical Assistant I (14151-I) > Section: Performing Office Functions

Demonstration should include the following:

- Receiving calls according to office protocol (e.g., identifying healthcare facility and self)
- Evaluating calls
- Adapting calls relevant to individual patient needs
- Recording and relaying telephone messages
- Practicing effective listening skills
- Processing emergency calls
  - Suicidal patient/caller (new 988 number/crisis hotline)
  - Prayer line
- Adhering to the Americans with Disabilities Act (ADA) when processing special needs calls
  - Hearing-impaired caller
  - Language-line

Process/Skill Questions:

- What information should be included when recording and relaying telephone messages?
- What practices can help the speaker maintain a pleasant voice while talking on the phone?
- What constitutes professional phone etiquette?
- What HIPAA regulations must be adhered to regarding protected health information (PHI)?
- What is tele-health and what are its implications?