I just "Dr. blah's office hold please." When the phone's ringing off the hook, you don't have time to ASK for permission to put them on hold. Obviously they're going to say, "Oh well I just need......" Ain't nobody got time for that.
When answering and other calls need to be picked up it is easy to get a quick idea of what the patient wants and then place on hold ring.. ring..answer Dr One's office (patient calling: Yes, I need to make an appointment with Dr One) Sure, I can do that please hold. Then place caller on hold. Ring, ring Dr Ones office (patient calling. I need to talk to the Dr. I am in alot of pain) I can do that are you able to hold ? And get an answer from the patient but if they say no, then prioritize the call and do not place on hold , triage immediately. Ring ring Dr Ones office, (yes I need to speak to billing, ) ok please hold for billing. Ring , ring Dr Ones office, (Yes, .my prescription isn't at the pharmacy I need my medicine.) Ok, please hold for a moment . Place the call on hold. It only takes a couple seconds to get an idea of the call without having to ask name , dob first That can be done when you return to the call. If phones are to be answered and placed on hold per management then: Dr Ones office We are with other callers please hold.. Instead of Dr Ones office please hold. Or Dr Ones office. Our lines are busy please hold.. or Dr Ones office please hold for a moment and I'll be back for your call. It doesn't take much to put busy lines on hold when management says to answer and place on hold .
I’m a medical assistant that used to work in minor procedure room and back office. Working in specialty is better than primary care. I can guarantee that the phone etiquette can be tiresome but when you love what you do being nice is just natural. Lol the specialty I had worked for was Orthopedics but now I’ve transferred as Sports Medicine working front office now since transferring specialty. I hate how some people will treat you like crap compared to someone working in the back office. I know what I’m capable of, but after having cancer I’d rather do a job that doesn’t stress me like back office used to.
@@Faith-vu6qs Hi! Honestly both came with pros and cons. Back office was great but it can be stressful when short staffed. And front office can be great too. I prefer front to where I work because it’s easy lol. Yea we have to deal with phones but most of the time they’re for appointments nothing too complicated.
Im a new medical assistant, and its already two months working at a clinic. I work at a primary clinic, for what I have been told is not the best choice. So i am indecisive if i want to keep going for primary care or leave and find a specialty… Btw this videos is one of the best!
In fairness, this was made during one 90 minute class period with limited people for actors. Keep in mind as well that the aim of this video was to show how to answer the phone and follow HIPPA laws.
@@apdroidgeek1737 Apply for jobs that say "phlebotomist" or "clinical assistant". They are harder to find in some areas but they're out there! The majority of it is front-office though which is annoying. Been there, done that, never again.
@@acooliemoore It's definitely the shitty part of being an MA. Even if you are back office, you still may have days where you have to do grunt work in the front. Overall though, after a year of being an MA, I would say it is a very pleasant job. It is giving me good experience prior to becoming an RN and the pay is decent (at least with my agency).
Thank you for Subscribing! I would love to make more scripted content however finding people to fill the acting rolls has been difficult lately. Hopefully we will begin filming more content very soon!
I have an Irish last name and they do the same to me, if I can get them to answer in the first place. I was having a very complicated pregnancy, having symptoms the doctor said I should call about, and they refused to make me an appointment. I made an official complaint to the hospital and all of a sudden, they had an appointment for me.
“It’s no problem at all, our concern is your health” stopppp lol
Instead of “ can you hold for just a minute “ ( which indicates the person saying yes or no ) rather say “ I will place your call on a brief hold “
RIGHT
It’s the opposite in a hotel
I just "Dr. blah's office hold please." When the phone's ringing off the hook, you don't have time to ASK for permission to put them on hold. Obviously they're going to say, "Oh well I just need......" Ain't nobody got time for that.
When answering and other calls need to be picked up it is easy to get a quick idea of what the patient wants and then place on hold
ring.. ring..answer
Dr One's office (patient calling: Yes, I need to make an appointment with Dr One) Sure, I can do that please hold. Then place caller on hold.
Ring, ring Dr Ones office (patient calling. I need to talk to the Dr. I am in alot of pain) I can do that are you able to hold ? And get an answer from the patient but if they say no, then prioritize the call and do not place on hold , triage immediately.
Ring ring Dr Ones office, (yes I need to speak to billing, )
ok please hold for billing.
Ring , ring Dr Ones office, (Yes, .my prescription isn't at the pharmacy I need my medicine.) Ok, please hold for a moment . Place the call on hold.
It only takes a couple seconds to get an idea of the call without having to ask name , dob first
That can be done when you return to the call.
If phones are to be answered and placed on hold per management then:
Dr Ones office We are with other callers please hold..
Instead of
Dr Ones office please hold.
Or
Dr Ones office. Our lines are busy please hold..
or
Dr Ones office please hold for a moment and I'll be back for your call.
It doesn't take much to put busy lines on hold when management says to answer and place on hold .
@@Lee-fw9mr you are just trying to keep your answer times lower and you know it. Don't answer the phone until you can actually help.
I need to learn to juggle calls and remember names of who’s on each line lol
I’m a medical assistant that used to work in minor procedure room and back office. Working in specialty is better than primary care. I can guarantee that the phone etiquette can be tiresome but when you love what you do being nice is just natural. Lol the specialty I had worked for was Orthopedics but now I’ve transferred as Sports Medicine working front office now since transferring specialty. I hate how some people will treat you like crap compared to someone working in the back office. I know what I’m capable of, but after having cancer I’d rather do a job that doesn’t stress me like back office used to.
Hello new MA here.. I’m wondering which one of your experience has been better back clinical work or front office?
@@Faith-vu6qs Hi! Honestly both came with pros and cons. Back office was great but it can be stressful when short staffed. And front office can be great too. I prefer front to where I work because it’s easy lol. Yea we have to deal with phones but most of the time they’re for appointments nothing too complicated.
Im a new medical assistant, and its already two months working at a clinic. I work at a primary clinic, for what I have been told is not the best choice. So i am indecisive if i want to keep going for primary care or leave and find a specialty…
Btw this videos is one of the best!
The people on the phone at doctor's offices are never this nice 😦
Instablaster...
Really
Ikr
Neither are the patients!
Especially vet receptionist 😥
Lol, things are never this slow. We are usually doing 3 others things at the same time.. this isn’t accurate.
In fairness, this was made during one 90 minute class period with limited people for actors. Keep in mind as well that the aim of this video was to show how to answer the phone and follow HIPPA laws.
Yes, we are usually multitasking to the max
This is great! Thank you so much
Glad you like it!
Oscar worthy performance
Thanks for more than just one example.
Your Welcome!
This video is very helpful.
Glad it was helpful!
Hey Fabio Fabulous" !!! LOL....
Front-office is annoying. Being a back-office MA is much better.
I wish theres a practice where clinical medical assistant is a thing, but its so rare.
@@apdroidgeek1737 Apply for jobs that say "phlebotomist" or "clinical assistant". They are harder to find in some areas but they're out there! The majority of it is front-office though which is annoying. Been there, done that, never again.
I’m praying I’m a back office , I can’t stand phone calls
@@acooliemoore It's definitely the shitty part of being an MA. Even if you are back office, you still may have days where you have to do grunt work in the front. Overall though, after a year of being an MA, I would say it is a very pleasant job. It is giving me good experience prior to becoming an RN and the pay is decent (at least with my agency).
Do they handle payments??? Like cash and credit handling ???
Thank you for this video! Great real life examples
Glad you liked it!
Thank you so much !
You're welcome!
Wow, thanks for your help!!!
Happy to help!
Hi! I’m a virtual medical assistant any videos how we are to handle irate callers?
Sorry I don't have anything specific. My advice would be to just let them talk until they get it all out and then try to help.
Great video, Thank you... can you upload another scenarios or scripts...
Thank you for Subscribing! I would love to make more scripted content however finding people to fill the acting rolls has been difficult lately. Hopefully we will begin filming more content very soon!
This is very helpful. Thanks a lot.
Greetings from Peru
You Very Welcome! Greatings from the Pacific Northwest!
A great video with many tips
Glad it was helpful!
thank you for this!
Any time!
Thank,you for video great reall life 🌹🌹
Glad you enjoyed it
wouah, you feel so into it !
Immersion!
Love this, thanks!
Glad you enjoyed it!
Very good
Thanks
Thank you
can i have the script ? thank you
This video was produced in 2012 and unfortunatly I no longer have the script.
fabio fabuluos lol
Was she typing on her notebook or am I tripping?
Are there any transcript.thx
No Sorry I do not have any transcripts.
Yeah over here if you have a Hispanic last name you’ll be discriminated & places on hold for 20 minutes then they hang up.
A patient is a patient. Discrimination shouldn’t be allowed. I’m sorry to hear.
I have an Irish last name and they do the same to me, if I can get them to answer in the first place. I was having a very complicated pregnancy, having symptoms the doctor said I should call about, and they refused to make me an appointment. I made an official complaint to the hospital and all of a sudden, they had an appointment for me.
They are never nice
I'm always nice on the phone but that comes from over 15 years being in customer service. LOL
overwhelming😫😫😯
It certainly can be but given time it will feel like second nature!
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Well said, I can see a lot of thought went into this reply.
terrible video lol not realistic at all
Hi! Thank you for the feedback! We are always looking to improve our videos, in this video what would you like to see improved or changed?