The face and voice of the practice — professional, kind, and safe
⚠ DRAFT — MA works under the provider's direction; does not diagnose or prescribe
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K
Coach Katie
At the front desk and on the phone, you are the practice to that patient. Most of them are a little anxious. Your job is to be professional, kind, and safe — warm enough to put people at ease, careful enough to protect their privacy, and alert enough to catch an emergency.
Phone etiquette
The professional phone greeting
Answer promptly — ideally within a few rings. Identify yourself and the practice, and be warm and clear: "Good morning, Riverside Family Medicine, this is Sam, how may I help you?" Speak slowly enough to be understood, smile (it carries in your voice), and take accurate messages — name, callback number, reason, and the time.
A message is only useful if it's right. Read the callback number back to the caller and confirm the spelling of the name before you hang up.
HIPAA on the phone & at the desk
Protect privacy before you share anything
Verify identity before you release any health information — confirm details like date of birth before discussing appointments, results, or records. Keep desk conversations private, lower your voice, and turn screens away from the waiting room. When someone else is asking about a patient, make sure they're authorized before you say a word.
When in doubt, don't disclose. It's always okay to say, "I need to verify a few details first," or to take a message and call back. Protecting privacy is never rude.
Service, empathy & de-escalation
Meet anxious people with calm
Patients are often worried, in pain, or frustrated. Listen, acknowledge the feeling, and help with what you can. When someone is upset, don't argue — lower your voice, name the feeling, solve what's solvable, and escalate when needed.
Listen
Let them finish. Don't interrupt or get defensive.
Acknowledge
"I hear you — waiting this long is frustrating."
Lower & slow
Soften your voice; a calm tone invites a calm reply.
Solve or escalate
Offer options; loop in a supervisor or clinical staff when you can't fix it.
Telephone-triage awareness
Recognize an emergency — and route it
You are not there to diagnose. But you must recognize red flags on the phone and direct the caller to 911 / follow your protocol right away. If you hear chest pain, trouble breathing, signs of stroke (face droop, arm weakness, slurred speech), or thoughts of self-harm, this is an emergency.
MAs recognize and route — they don't diagnose. For a possible emergency: tell the caller to hang up and call 911 (or connect emergency help), stay on the line if your protocol says to, and alert the provider immediately.
Teamwork & the handoff
Hand off cleanly to the clinical team
When you pass a patient or a message to a nurse or provider, give a clear, complete handoff: who, what they need, and anything urgent. Use plain language, be culturally sensitive, and offer an interpreter when there's a language barrier. Everyone works under the provider's direction — front office and clinical staff are one team.
A clean handoff prevents dropped balls. "This is Mrs. Lee — she called about worsening cough since yesterday and needs a nurse to call her back today." Clear beats clever.
K
Coach Katie
Two real moments at the front desk. Pick the response that is professional, safe, and keeps the patient's trust.
K
Coach Katie
Five questions. 75% to pass, then make your pledge.
K
Coach Katie
Learning sticks when you commit to a next step. Pick at least two pledges you'll actually do.
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