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Medical Assistant Guide

Customer Service

Beyond your clinical knowledge, you will also need to be sure to provide prompt care, personalized care, communicate effectively, maintain privacy and give clear information. To do this, medical assistants need to be focused on customer service. This not only encompasses working with patients but everyone around in the medical office, other vendors, physicians, nurses and families of patients.  

Fottler, M. D., Ford, R. C., & Heaton, C. P. (2010). Achieving Service Excellence : Strategies for Healthcare. Chicago, IL: Health Administration Press.

Telephone Skills

5 Strategies in Adding Value to Phone Conversations: 

  1. Communicate positively with others
  2. Show appreciation to the patient and clients
  3. Follow up and follow through
  4. Go the extra mile 
  5. Create internal teamwork

Conlow, R., & Watsabaugh, D. (2009). Telephone Skills That Satisfy Customers : Unleash the Full Potential of the Telephone. Rochester, NY: Axzo Press.


Being a good listener will help you be a better Medical Assistant. Each day you have to listen to patients over the phone or in person and will need to transcribe the information into patient records. Many times you also need relay the information back to the physician, so listening and understanding what a customer or patient is needing is very important.  

Four Key Elements of Listening: 

  1. Hear the message
  2. Interpret the message
  3. Evaluate the message
  4. Respond to the message

Romero, D. B. (2009). The Business of Listening : Become a More Effective Listener. [Rochester, N.Y.]: Axzo Press.