RECRUITMENT GUIDE

Medical Receptionist

A medical receptionist is an essential team member at any medical practice. They are responsible for performing many tasks in the workplace, including scheduling appointments, taking phone calls, completing paperwork, taking payments, welcoming and directing incoming patients and facilitating the flow of patients throughout the medical practice.

A medical receptionist will need to interact with both patients and other medical staff, to ensure all appointments run smoothly. They are responsible for creating a welcoming, friendly, and calm environment for patients, as well as being as efficient as possible to ensure that all patient needs are met.

As a role that directly impacts the ability of others to carry out their job, it’s important that a medical receptionist is able to use the technology and software required, and is able to adapt and respond to business and patient needs.

Day-to-day tasks of this role:

  • Answering phone calls and taking messages from patients.
  • Scheduling appointments for patients.
  • Updating patient records.
  • Taking payments from patients.
  • Assisting patients with filling out documentation.
  • Maintaining a calm and friendly reception environment, as well as comforting distressed patients if need be.

Recruitment Process

Understand the Role

Review the skills profile

To find the best person for the role, you need to understand what the role involves. You can complete this with the hiring manager to define the role, what it contributes to the organization, and the skills needed.

Understand the Role

Source Applicants

Write a job description based on skills

Once you understand the requirements for the role, you’ll need to understand the skills for success. You can then write an effective job description to promote your role.

Source Applicants

Skills Assessment

Select the ideal candidate

See which applicants have the right skills for the role. Send all your applicants a Vervoe skills assessment from the expert library, or customise one for your organization. 

Skills Assessment

Interview

Interview top performers

Your skills assessment results will identify top performers. Focus your time on interviewing those that have met or exceeded your requirements. Assessment results will also help guide which skill areas to focus on in the interview. 

Interview

UNDERSTAND THE ROLE

Skills profile for a Medical Receptionist

There are no qualifications required to be a medical receptionist, however they may hold a Certificate III in Business Administration. A formal education is not always required for this role, and many medical receptionists hold valuable on-the-job experience. There are some common skills required for this position.

It is essential that a medical receptionist has exceptional communication skills. They must be able to communicate both written and verbally, with patients and colleagues in a clear and concise way, and have an excellent phone manner as many appointments will be scheduled via the phone. Medical receptionists must also be able to confidently articulate sensitive information to patients, as well as spend time comforting patients if they are distressed.

A medical receptionist must also be extremely organised. They must be able to manage multiple tasks at once, and keep on top of stock that is running low to ensure more is ordered before the previous order runs out. They must be diligent in keeping records and administration, and ensure that with all documentation filled out by patients, that all the information is correct. They must also have strong time management skills, and complete certain tasks within specific timeframes.

Customer service skills are also required of anyone working as a medical receptionist. They must prioritise customer service in all situations, and ensure that the reception environment is welcoming and calm for all incoming and outgoing patients. They must also understand that patients in the practice could experience adverse symptoms, and therefore medical receptionists must treat them with respect and empathy.

Once you’ve determined the skills required for the role, you can write the job description to advertise for your position. ​

SOURCE APPLICANTS

Medical Receptionist Job Description

Summary:

  • Why is this role being filled?
  • How does this role fit into the organization and the team?
  • What makes your company unique?
  • What would it be like to work for you?

Requirements:

  • What technical skills are needed for this role?
  • Which soft skills are applicable?
  • What are the nice-to-have experiences of your ideal candidate?
  • Include availability preferences in this section

Responsibilities:

  • What are the key deliverables for this role?
  • What does the day-to-day of this role look like?

Benefits:

  • Compensation & bonuses
  • Employee benefits & perks
  • Ongoing training benefits

PRO TIP #1
As a medical receptionist will spend a lot of time using technology devices such as a phone, photocopy machine and computer, it is important to outline the technological competencies that are required for the role. This might include listing the programs, devices, or software that the medical receptionist needs to be able to work with.

PRO TIP #2
Ensure to include in the job description what it is like to work for your company, what your company values and what your expectations are for the successful candidate. This will ensure you identify the right person for your company.

SKILL ASSESSMENT

Sample skills assessment

Question 1
Communication
Question Type: Document

Describe a time where your message was misunderstood. How did you rectify this? Please outline this in the document below.

Question 2
Organisation
Question Type: Text

How do you prioritise work when you have multiple tasks to juggle?

Question 3
Customer Service
Question Type: Video

Tell me about a time where you weren’t able to help a customer. How did you manage this situation?

INTERVIEW

Interview guide for a Medical Receptionist

Once your Vervoe skills assessment has surfaced the most qualified people for your open role, you can focus on interviewing these candidates. The PDF interview guide contains structured questions against each of the competencies for this role.

This interview guide is intended to be used in conjunction with the Vervoe skills assessment. Where a candidate has scored Low – Medium on a skill, focus on asking more questions from that skill to gain deeper insight into their level of competency.

PDF INTERVIEW GUIDE
Get your copy of the  interview guide to complete the hiring process. Includes questions against each of the skill competencies for the role.

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