Scenario: Ashlynn McDowell, a recent graduate of a medical assisting program, has
begun her first position as a receptionist in an obstetrician's office. Ashlynn's lifelong
goal has been to work in obstetrics, and she is determined to perform to the best of
her abilities. However, she has never held a job in a professional office. She knows
that she needs to practice all the skills she learned in school to be an effective
receptionist.
Ashlynn works for Dr. Stella Frank, who is customer service-oriented and wants her
patients to feel cared for and special. She insists that all their concerns be taken
seriously. Ashlynn is anxious to build trust with the patients and offer them help with
the problems they encounter that fall within her realm of responsibility.
Dr. Frank recently purchased computer software that allows Ashlynn to record
telephone messages on the computer, and these messages are automatically routed
both to an inbox for the provider and as an entry in the patient's health record.
Although the system is new to everyone in the office, Ashlynn is determined to
become proficient in its use as quickly as possible
She knows that she must speak clearly and distinctly and must be adept at follow-up
skills. She plans to dress professionally each day so that she projects the right image
to the patients with whom she comes in contact. Ashlynn will strive to be the type of
employee who has a willingness to leam, an ability to adapt, and a heart full of
compassion for the patient. She is a team player who sincerely wants to cooperate
with other staff members who might need her help.
Dr. Frank is pleased that she has found such an eager person to add to her staff and
will assist and guide Ashlynn as she learns how to make the patients feel like part of
the clinic family. Ashlynn's self-esteem has increased because she feels she is making
a great contribution to healthcare
1. Why does the one of vaca play an important role in patient par po
2. What can a medical assistant do to promote a positive image of the healthcare
facility when using the telephone with patients?
3. How can the medical assistant reduce patients frustration with telephone
issues?
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