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You should answer a phone call with, “Hello, this is (Your name, PCC, Adult Critical Care or whatever unit you work on). Identifying yourself is good phone etiquette and professional.
And I guess they don’t know that. As you said it’s etiquette. Yes the caller knows the establishment they called but I suppose just was not brought up with manners and etiquette that that person wasn’t. I hate when I call someone and they act as if I ask their name it’s a crime I’m committing. She’s probably in the wrong line of work anyway.
I don't usually comment on posts, but I felt compelled to do so in this instance. I require all of my staff to introduce themselves, both over the phone and in person. While you certainly have every right to feel annoyed by callers asking your name or using it during the conversation, I don't believe it's intended to be patronizing. In healthcare specifically, patients often feel vulnerable. They can be worried, sick, confused about insurance, spending a lot of money, or anxious about a diagnosis. Knowing the name of the person helping them can make them feel more comfortable and connected to the practice. In my opinion, most callers aren't trying to gain power or be disrespectful, they're simply trying to have a conversation with a real person. It also helps them remember who helped them if they need to call back or want to recognize someone who provided great service. The patient who says, "Betty was wonderful and helped me get scheduled," is a good thing. Those personal connections matter. I hope everything works out well for you. One thing I've learned over the years is that customer service gives us an opportunity to positively impact someone's day, often in ways we don't even realize.
Nicely put. I know for me, I had to get in touch with an insurance company to get myself insurance. The women on the phone was sooo nice! I took down her name so that next time when I gotta deal with them again, I can ask for that agent. In fact I told her that she better not retire on me. Haha! She was so helpful! You don’t get that from people now a days. As she put it, “if you’re gonna help people, you gotta have a conversation with them”.
If people are nasty to you, and gonna be condescending, and being cringe using you name way too much; thats a different story.
Sorry, but proper phone etiquette is to introduce yourself when you answer the phone at your work - especially in healthcare. If a patient is given the wrong information or treated rudely - it is important to know who they spoke with. Conversely, if they are treated with kindness and respect, it is also important to know who is representing the company well. If they use your name throughout, to me, it means they listened and are treating me like a person, not a machine.
Having Compassion for ALL is very very important! We are first point of contact, we set the tone. Our seniors are extremely important as well and it’s our duty to make sure they feel comfortable calling in and comfortable and happy knowing their needs have been met before they disconnect the call. Saying your name makes them feel like they are family and they can feel at ease expressing their concerns with or to you, like they would do with their immediate family members. You have to have some kind of love for working with patients or a customer service related field and saying your name would never be a concern or that would be the least of the concern.
Speaking from the position of the caller. I think it is good practice to know who you are speaking with. Addressing them by their name establishes acknowledgement that you are aware of who they are in case it may be questioned later. This creates a level of accountability and is a gentle reminder. I would encourage all phone conversations to include this tactic as it is a good practice, not meant to be disrespectful, but to keep the conversation honest and on the highest standards we should all expect.
No! I believe that falls under a nurse’s job description. Have you looked at your job description online or from HR? I think you should and print it out. Also print out the nursing job description, RN or
LPN. Good luck!
When answering the phone at work, it is custom and professional practice to introduce yourself, with hello, your name, and some offering of assistance. This would be appropriate telephone etiquette in any organization. Maybe you are in the wrong position.
You're a "patient coordinator". Phone etiquette is essential in healthcare. A clear introduction establishes immediate credibility and ensures the patient or anyone else knows who they are speaking with.
It gets your attention because if they have to call back they know who they spoke with
I hate when I call a business and the person answering doesn't identify themselves. That is telephone 101. If it annoys you so much, just do it to begin with. Problem solved. It is just good customer service.
“May I help you “. Not “ can I help you “. I ask for the reps name to make the call more personable. Most calls already identify their name..at least for me when I call cs no matter where. If not , I want to make the call more personal.
? I speak how I want ? Everyone is different. Who is we ? You speak for the world ? I’ve spoken to plenty of personable cs reps . You all are not alike . Speak for yourself who are you to tell me how to conversation with someone. You definitely should not be working the phones by your comment .
They are correct---i ALWAYS want to know who; I'm talking to, so I know who to credit or who to blame, etc.
I know everyone’s against OP but tbf some patients can be shady. They remember your personal information and then use it to sabotage you or look you up on social media etc. Especially if they’re racist. I think older generations aren’t aware how easy it is to stalk online now. If there is another way to identify yourself over the phone instead of personal details, I’d prefer that tbh as someone that’s experienced some stuff
I always say my name when I call someone or when I answer the phone and if they say my name in that conversation, well I guess once in a while it can come off as patronizing but more times than not, they’re old and just trying to get answers.
Properly identifying yourself at any job, is a part of great customer service. You have no idea who you are serving, helping, or what they may be going through. I have often come to learn those who have problems with this, are the ones that are not doing their job.
We had a receptionist at our Urgent Care that had to get a protective order against a violent pt that only knew who she was because she said her name when answering the phone. I do not think it should be required upon answering, but perhaps ending the call with "Well my name is "Cindy" and is there anything else I can help you with today?"
Got that worked in chemical dependency for 5 years- have been stalked, had a knife pulled on me. But unfortunately it is part of the job. Eyes are important - develop a 3rd eye for these violent ppl. Easy once you get to understand behaviors. Then write everything down- elevate it. Protect yourself- not w a firearm. I have a can of Raid in my car- my Uncle was a baker and was assaulted by some guy- after he used Raid - it worked. I know a little shady but better than a gun or a weapon as these ppl can and will disarm you.
You’re actually supposed to state your name when someone calls especially if you’re at work 🙄
Given the general lack of good customer service these days, they probably need/want to know your name in case they need to follow up.
Thats an odd thing to say...
Shouldn't you say your name when answering? It's phone etiquette. I believe the client wants to connect with who their speaking with. Don't overthink it.
It's a means for them to be able to name drop if or when they have an issue, it's a tactic.
Yes it is a sad day especially when some patients can see Healthcare workers as their servants and attempt to haggle and when that goes AMA they sit there and try to use every TACTIC in the book to demean and intimidate, people are people and some can abuse their caregivers because of entitlement, I've seen them in action in my 20+ yrs in the medical field and can pick up on the tones and vibes when they ask the name, of course not ALL.
. . But you can pinpoint the problematic ones
I’ve been in Customer Service for over 25 years and I’ve always given them my name. It’s more professional that way they like to know who they’re talking to so I just thought I’d throw that in there.