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.
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.
Medical Receptionist Job Description
- 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?
- 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
- What are the key deliverables for this role?
- What does the day-to-day of this role look like?
- 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.
Sample skills assessment
Question Type: Document
Describe a time where your message was misunderstood. How did you rectify this? Please outline this in the document below.
Question Type: Text
How do you prioritise work when you have multiple tasks to juggle?
Question Type: Video
Tell me about a time where you weren’t able to help a customer. How did you manage this situation?
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.