Whenever you screen telephone calls in the medical office, you should first ask the caller:

When screening telephone calls in a medical office, the most effective approach is to ask the caller the reason for their call. This is essential because understanding the purpose of the call allows the medical office staff to respond appropriately and efficiently. Different calls may require different handling procedures, whether it's scheduling an appointment, addressing a medical question, or discussing billing matters. By identifying the reason for the call right away, staff can prioritize and direct the caller to the appropriate person who can assist them, ensuring better patient management and smoother office operations.

Other inquiries, such as how they heard about the office, can be useful for marketing purposes but do not directly assist in addressing the caller's immediate needs. Questions about insurance may be necessary later in the conversation but are secondary to understanding the nature of the call. Asking how the caller is feeling today, while it may seem empathetic, does not provide relevant information to efficiently manage the call. Therefore, focusing on the reason for the call directly leads to more effective communication and management in a busy medical office setting.