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 learn, 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.

Why does the tone of voice play an important role in patient perception?
What can a medical assistant do to promote a positive image of the healthcare facility when using the telephone with patients?
How can the medical assistant reduce patients' frustration with telephone issues?