2.2 Telephone Etiquette and Communication
Key Takeaways
- Answer the phone within three rings, identify the practice name and yourself, and ask how you can help
- Always smile when answering the phone — the caller can hear the difference in your tone of voice
- Place callers on hold only with permission, check back every 30–60 seconds, and thank them for waiting
- Transfer calls properly by announcing the caller and reason to the receiving party before completing the transfer
- Document all phone messages completely: caller name, date/time, phone number, reason for call, urgency, and your initials
- Never give medical advice over the phone — always route clinical questions to a licensed provider
- Triage phone calls by urgency: emergencies (call 911), urgent (same-day callback), and routine (standard callback)
Last updated: March 2026
Telephone Etiquette and Communication
The telephone is often the first point of contact between a patient and the medical office. Professional telephone skills directly impact patient satisfaction, office efficiency, and patient safety.
Answering the Phone
Standard Greeting Protocol
- Answer within 3 rings (ideally 1–2 rings)
- Smile — your tone of voice changes when you smile, and callers can hear it
- Use a standard greeting: "Good [morning/afternoon], [Practice Name], this is [Your Name]. How may I help you?"
- Speak clearly and at a moderate pace
- Have a pen and message pad ready before you answer
Placing Callers on Hold
| Step | Action | Example |
|---|---|---|
| 1 | Ask permission | "May I place you on hold for a moment?" |
| 2 | Wait for response | Do not place on hold until the caller agrees |
| 3 | Check back | Every 30–60 seconds: "Thank you for holding. I'm still working on that for you." |
| 4 | Thank them | "Thank you for your patience." |
| 5 | Offer alternatives | If the hold will be lengthy: "This may take a few minutes. Would you prefer to hold or would you like me to call you back?" |
Never place a caller on hold immediately without asking permission, and never leave a caller on hold for more than 2 minutes without checking back.
Transferring Calls
| Type | Description | When to Use |
|---|---|---|
| Warm transfer | Announce the caller and reason to the receiving party before connecting | Preferred — the receiving party is prepared |
| Cold transfer | Transfer the call without announcement | Not recommended — the caller may need to repeat information |
Warm Transfer Steps:
- Tell the caller who you are transferring them to and why
- Place the caller on hold
- Contact the receiving party: "I have [Patient Name] on the line regarding [reason]"
- Confirm the receiving party is available
- Connect the call
- If the receiving party is unavailable, return to the caller with options
Documenting Phone Messages
Every phone message must include these elements (use a standardized message form):
| Element | Description | Example |
|---|---|---|
| Date and time | When the call was received | 03/31/2026, 2:15 PM |
| Caller's name | Full name, spelled correctly | Jane Smith |
| Patient's name | If different from caller (e.g., parent calling for child) | Tommy Smith (patient), called by mother Jane Smith |
| Phone number | Where to return the call | (555) 123-4567 |
| Reason for call | Brief, clear description | Requesting prescription refill for lisinopril 10 mg |
| Urgency level | Routine, urgent, or emergency | Urgent — medication ran out yesterday |
| Action taken | What you did with the message | Message given to Dr. Johnson's nurse |
| Your initials | Who took the message | JS |
Telephone Triage for CMAAs
CMAAs do not perform clinical triage, but they must recognize the urgency level of calls and route them appropriately:
Emergency Calls (Call 911 Immediately)
- Chest pain or pressure
- Difficulty breathing / severe shortness of breath
- Signs of stroke (sudden weakness, confusion, slurred speech)
- Severe bleeding that won't stop
- Loss of consciousness
- Severe allergic reaction (anaphylaxis)
- Suicidal or homicidal statements
Critical Rule: If a caller describes a life-threatening emergency, instruct them to call 911 or go to the nearest emergency room immediately. Do not place them on hold. Do not transfer them. If they are unable to call 911 themselves, you may need to call 911 on another line.
Urgent Calls (Same-Day Provider Callback)
- Fever above 101°F (38.3°C) in adults
- New or worsening symptoms
- Medication reactions or side effects
- Post-surgical complications
- Requests for same-day appointments due to acute symptoms
Routine Calls (Standard Callback)
- Prescription refill requests
- Appointment scheduling/rescheduling
- Billing and insurance questions
- Medical records requests
- General office inquiries
Common Telephone Scenarios
Prescription Refill Requests
- Document the patient's name, date of birth, pharmacy name and phone number
- Record the medication name, dosage, and prescription number if available
- Note if the patient is out of medication (makes it more urgent)
- Forward the request to the provider or designated nurse
- Never authorize refills yourself — this is outside the CMAA's scope of practice
Difficult Callers
| Caller Type | Strategy |
|---|---|
| Angry/upset caller | Remain calm, empathize ("I understand your frustration"), focus on solving the problem, do not take it personally |
| Talkative caller | Listen politely, then redirect: "I want to make sure I help you — let me note your main concern so I can get that resolved for you." |
| Confused/elderly caller | Speak slowly and clearly, repeat information, confirm understanding, offer to call back if needed |
| Non-English speaker | Offer interpreter services immediately; use a language line or in-person interpreter |
Test Your Knowledge
A caller reports experiencing chest pain and difficulty breathing. What should the CMAA do FIRST?
A
B
C
D
Test Your Knowledge
When placing a caller on hold, which action is correct?
A
B
C
D
Test Your Knowledge
A patient calls requesting a refill of their blood pressure medication. What is the appropriate action for the CMAA?
A
B
C
D