Create an Employee Telephone Policy for a small dental office. An example is found under Appendix B in your book. Make sure you have a header with page numbers. It will be at least 2 pages in length. You cannot adequately cover these items in one page or less. Use headings for each section so it will be easy to skim and pick out what an employee is looking for in the policy. The name of the dental office is Wood Dental. You may also want to google medical office telephone policies for ideas. When finished place in the Chapter 4 Telephone Policy dropbox. Items to include:

o Determine number of rings before machine answers
o Are you using an automated system
o Will you be using a hands-free headset (wireless or not)
o How to handle speaker phone calls (courtesy, HIPAA)
o How to answer the phone (give the dialog-“Wood Dental. How may I help you?”-you choose your dialog)
o Emergency and Telephone Triage (notebook, how to handle complaints)
o Personal phone calls (will you allow employees to use personal cell phones during work hours, will you allow personal phone calls on the office lines)
o Prioritizing phone calls (what gets handled first)
o Handling difficult callers (emotionally upset, hard to understand, angry—give steps)

is this one whole question or Not whole question?

Employee Telephone Policy

Wood Dental

Page 1

Table of Contents:
1. Introduction
2. Determining Phone System Settings
a. Number of Rings before Machine Answers
b. Automated System Usage
c. Hands-Free Headset Usage
d. Handling Speaker Phone Calls
3. Answering Phone Calls
a. Introduction Dialogue
4. Emergency and Telephone Triage
a. Handling Complaints
5. Personal Phone Calls
a. Usage of Personal Cell Phones
b. Acceptable Office Line Personal Calls
6. Prioritizing Phone Calls
7. Handling Difficult Callers

Page 2

1. Introduction:
The Employee Telephone Policy at Wood Dental has been established to provide guidelines and best practices for handling phone calls in a professional and efficient manner. This policy aims to ensure effective communication with patients and maintain a professional image for the dental office.

2. Determining Phone System Settings:
a. Number of Rings before Machine Answers:
The receptionist should set the phone system to answer calls after four rings to allow sufficient time for the call to be answered by an employee. This ensures that callers do not wait excessively before reaching a staff member.

b. Automated System Usage:
Wood Dental does not use an automated system for answering phone calls. All calls should be promptly answered by a staff member.

c. Hands-Free Headset Usage:
Employees may use hands-free headsets, either wireless or wired, while attending to phone calls. This enables multitasking and improves productivity. However, the usage of headsets should not compromise patient confidentiality or the quality of conversation.

d. Handling Speaker Phone Calls:
Speaker phone calls should be used sparingly and only when necessary. Employees should exercise caution and ensure conversations cannot be overheard by unauthorized individuals. Speaker phone usage must always adhere to the principles of courtesy and the confidentiality requirements outlined in the Health Insurance Portability and Accountability Act (HIPAA).

3. Answering Phone Calls:
a. Introduction Dialogue:
When answering phone calls, employees should use the following dialogue: "Wood Dental. How may I help you?" This ensures consistency in communication and provides callers with a clear identification of the dental office.

4. Emergency and Telephone Triage:
a. Handling Complaints:
All complaints received over the phone should be handled professionally and promptly. Employees should listen attentively, express empathy, and strive to find a resolution. Complaints should be documented in a designated notebook for future reference and improvement purposes.

5. Personal Phone Calls:
a. Usage of Personal Cell Phones:
During work hours, employees are discouraged from using personal cell phones for non-work-related activities to minimize distractions. Personal cell phone usage should be limited to breaks or emergencies.

b. Acceptable Office Line Personal Calls:
Personal phone calls on the office lines should be kept to a minimum and limited to urgent matters or emergencies. Employees must prioritize their work responsibilities and understand that professional duties take precedence.

6. Prioritizing Phone Calls:
Employees should prioritize phone calls in the following order:
1. Urgent or emergency calls
2. Calls from patients in pain or experiencing dental emergencies
3. Scheduling or rescheduling appointments
4. General inquiries or non-urgent requests

7. Handling Difficult Callers:
When dealing with difficult callers, such as emotionally upset, hard to understand, or angry individuals, employees should follow these steps:
1. Stay calm and composed
2. Listen attentively and show empathy
3. Offer reassurance and try to understand their concerns
4. If necessary, escalate the call to a supervisor or manager for further assistance

Please note that this Employee Telephone Policy is subject to periodic review and updates as needed. It is essential for all employees to familiarize themselves with this policy and adhere to its guidelines to ensure effective communication and professionalism at Wood Dental.