#17 – Use of our Telephone System | Dental Practice Coaching

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#17 – Use of our Telephone System

List of Functions:

Placing calls
To select a line:

We have _____ outside voice phone lines – line #___  is for the fax machine.
Push hold button to hold calls
To transfer to extensions that have a phone:

To transfer to extensions that do not have a phone:

Voicemail
To transfer call to voicemail:
To retrieve messages from voicemail:
A. On your phone:
B. On another phone:
C. To retrieve general messages:

To transfer a call:

To set the voicemail:
A. To turn off the voicemail (when you come in the morning):
B. To set the voicemail for our staff meetings:
C. To set the voicemail to answer directly (when you leave in the evening):

To access your voicemail remotely:

Voicemail

We have _____ phone lines in the office for voice:
Line 1  Main patient number
Line 2  Fax line/ Phone calls go direct to Voicemail
Line 3  Another patient number
Line 4  Main supplier number, calls go direct to Voicemail
Line 5  Another patient number
Line 6  Another patient number
Toll free number

Electronic Fax number – faxes retrieved through e-mail

You are responsible for managing the general office mailbox. Managing the mailbox involves setting the appropriate greeting depending upon what is happening in the office as well as retrieving messages from the general mailbox.

When someone is on hold, they will hear our “message on hold” recordings – these are playing from: __________________. If someone is on hold and doesn’t hear these messages, let the office manager know to check out the player to make sure it’s working properly. These Message on Hold recordings talk about whitening, welcoming new patients to our practice, etc. – call & put yourself on hold to hear what our clients hear!

Free Directory Assistance-
www.infousa.com you can search for individuals and businesses. A reverse number search lets you discover who belongs to a phone number
www.555-1212.com This AT&T site has home and business listings and also lets you look up area codes and county codes

Day Greeting:

Thank you for calling HealthPark Dentistry. If you know your party’s extension number, please enter it now. For a directory of extensions, press 8. For billing and insurance questions, press 4. To speak to a receptionist, press zero or remain on the line. To leave a message, press 7.

 

Night Greeting:

Thank you for calling HealthPark Dentistry. Our office is currently closed.
For the doctors’ emergency numbers, press 1.
To leave a general message, press 7 or remain on the line.
For our hours, press 2.
For directions to HealthPark, press 3.
For billing and insurance questions, press 4.
If you would like to leave a message and know your party’s extension number, please enter it now. For a directory of extensions, press 8.

Emergency Greeting:
The message the patient hears is: “All of our doctors respond to the emergency mailbox. Please leave a detailed message including a telephone number where you can be reached for the next 30 minutes. We WILL call you back.” After the patient leaves the message, the system immediately dials Dr. ______ home phone. If he does not respond within 5 minutes, it dials Dr. _________ cell phone. If he does not respond, then it calls _______ cell phone.

Secretary Voicemail Cookbook
Good Morning! Please turn off night button so the phones will ring.

Check Messages Press:

1. General Message button
2. Pick up handset
3. Enter the security code:
All messages must be deleted and return calls made to clients asap or by 9:00 am at the latest.

Transfer Calls to Voicemail
Press: 1. ______________ button
2. Dial extension, then press the # key
3. Announce call privately & hang up to transfer

Select Greeting for Day
Press 1. Night button
2. Dial 1. This will turn the light off.

Select Greeting for Staff Meetings
Press 1. Night button
2. Dial 2. This will turn the light on flashing.

Select Greeting for Night
Press 1. Night button
2. Dial 3. This will turn the light on solidly.

Periodically call voicemail, is the right greeting playing? If not, please record date, time and what happened.

Competent in use of the communication system

_______________________          _______________
Secretary Team Leader                                 Date