| A | B |
|---|
| Telephone Communication | Communication by phone used to schedule appointments, respond to concerns, coordinate care, share information, manage emergencies, and contact providers. |
| Telephone Technology | Tools and systems used to manage phone and messaging communication in healthcare facilities. |
| Telephone Extension | An internal phone connection used to communicate between departments, providers, and staff. |
| Traditional Phone Line | A phone system that uses copper wiring and physical connections. |
| Voice Over Internet Protocol (VoIP) | A phone system that allows calls to be made over the internet. |
| Call Forwarding | A feature that redirects calls to another phone or extension. |
| Voicemail to Email Transcription | A feature that converts voicemail messages into text and sends them by email. |
| Interactive Voice Response System (IVR) | An automated telephone menu system that interacts with callers using voice prompts or keypad input. |
| Automatic Call Distributor (ACD) | A system that distributes incoming calls to specific agents or departments. |
| Interoperable Communication System | A system that allows different devices, networks, and technologies to exchange data and work together. |
| Automated Patient Reminder System | A system that automatically sends calls, texts, or emails to remind patients about appointments or instructions. |
| Telemedicine Platform | Technology that allows providers to connect with patients remotely through video or virtual visits. |
| Outgoing Message | A recorded message that gives callers information when staff are unavailable or the office is closed. |
| Voicemail | A system that answers calls and allows callers to leave messages. |
| Answering Service | A paid service that answers calls for a facility when staff are unavailable. |
| Provincial Health Advice Line (811) | A phone service such as 811 that gives health advice or directs patients to appropriate care. |
| Pager | A communication device still used in some healthcare settings to contact providers. |
| Clinical Communication App | A secure app used to contact providers and support healthcare communication. |
| Encryption | A security method used to protect private communication. |
| Telephone Manner | How a person communicates over the phone, including tone, word choice, clarity, professionalism, and attitude. |
| Tone of Voice | The sound and attitude communicated through a person's voice. |
| Word Choice | The words selected during communication. |
| Clarity | The quality of being clear and easy to understand. |
| Enunciate | To pronounce words clearly. |
| Confident and Competent Voice | A telephone voice that sounds capable, professional, and reassuring. |
| Privacy Policy | Workplace rules for protecting patient information. |
| Authorized Individual | A person permitted to receive or access patient information. |
| Circle of Care | The providers and people directly involved in a patient's care who may receive information when appropriate. |
| High Call Volume | A period when many calls are coming into the office. |
| Portal Use | Using a patient portal to reduce telephone volume and improve access to information. |
| Automated Reminder | A message sent automatically to remind patients of appointments or instructions. |
| Hold Procedure | The process for asking permission, placing a caller on hold, returning promptly, and apologizing for delays. |
| Emergency Call | A call involving symptoms or concerns that may require immediate attention. |
| Triage | Prioritizing care or situations based on severity and urgency. |
| Provider Guidance | Instructions from a provider about how to handle clinical or uncertain situations. |
| Ending a Call Professionally | Confirming understanding, reviewing details, asking if more help is needed, thanking the caller, and allowing the caller to hang up first. |
| Outgoing Call | A call made by an MOA to patients, providers, pharmacies, agencies, insurers, or other organizations. |
| Appointment Confirmation Call | An outgoing call used to confirm appointment details. |
| Referral Arrangement | Contacting another office or facility to help set up referral services. |
| Time-Sensitive Call | A call that should be made promptly because timing affects care or office efficiency. |
| Callback Number | The phone number the recipient should use to return a call. |
| Message Taking | Recording important call details accurately so action or callback can occur. |
| Contact Information | The phone number or details needed to return a call. |
| Medical Advice | Clinical advice that an MOA should not provide unless directed by the provider. |
