MEDICAL RECEPTIONIST

This is a fixed term (up to 6 months) full or part time position.  The ideal candidate will have experience in Gensolve PMS.

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RESPONSIBLE TO:         Practice Manager 

FUNCTIONAL RELATIONSHIPS: 

              Internal – Reception, administrative staff, Clinicians, Nurse, Practice Manager         

              External – Patients, visitors, other medical professionals 

MAIN PURPOSE OF THE JOB: 

The Medical Receptionist is a pivotal person in the practice environment, as they are the first point of contact with patients and visitors. They also co-ordinate the services and have a major role to play in prioritising work flows and managing patient expectations. Therefore, he/she provides front line reception services, and assists and communicates with staff accordingly. 

Patients should feel that they have been dealt with in a friendly, courteous manner and that all that can be done for them has been done. “Going the extra mile” is our philosophy. 

The internal focus is liaison with staff and communication of patient expectations, needs and any other issues that require attention.

Key Tasks

Standards/Outcomes Expected 

1            Reception Management 

1.1         Receive and welcome  - All visitors are received promptly and courteously. 

1.2         All patients are indicated as ‘arrived’ in the PMS system.

1.3         Answering telephone - All calls are answered within 6 rings.

1.4         Message taking Accurate messages are recorded, including time, date, name of caller, phone        number, message and initials of call taker.

1.5         Appointments – Accurate patient appointments are made according to guidelines. 

1.6         Communication and liaison - Enquiries from patients, visitors and others are dealt with courteously and as quickly as possible. 

1.7         Patient registration - Patient referrals are requested from GP. Patient details entered into the computer system. 

1.8         Patient details are checked and updated at appointments. 

2            Waiting Room 

2.1          Waiting room monitored - Waiting room is monitored to ensure all patients have arrived and that there are no problems.  Patients are informed as to any delays occurring.

2.2         Kept clean and tidy 

3            Accounting

3.1         Patients are charged and receipted accurately in accordance with charging guidelines. 

3.2         Banking is reconciled at the end of every shift and any discrepancies accounted for in   accordance with guidelines

3.3         Subsidy schedules - All eligible patient subsidies are accurately entered and claimed (may also include claims processing). 

4            Office 

4.1         All incoming mail and faxes are dated and processed as they arrive. 

4.2         All outgoing mail & emails are correctly addressed and sent.

4.3         Document scanning - Documents are scanned within 48 hours of being put in the scanning            basket. 

 4.4        Email is monitored and actioned on the day it is received..

 4.5        Stationery & Kitchen supplies Stock levels of stationery and kitchen supplies are kept at an   adequate level. 

5            Privacy and Security 

5.1         Patient confidentiality is maintained at all times. Any information or document with a patient name or readily identifiable information must be kept confidential and not be able to be seen by members of the public or other visitors. Compliance with Privacy Act and Health Information Privacy Code (HIPC) at all times. Patient details are not to be discussed – the exception to this is where it is in relation to a particular request or task required. 

5.2         Personal security - Money should be counted away from the front desk and out of sight of  patients or visitors. Be aware of security, i.e. ensure doors that are not required for patient    access are locked when not in use, i.e. back doors and side entrance doors.

 6           Training and Development 

6.1         Training needs will be assessed on an ongoing  basis, and staff may be required to attend     internal and external training seminars and courses accordingly. 

6.2         Meetings Attendance is expected at all staff meetings and team meetings. 

7            Other 

7.1 Other duties - The medical receptionist will be asked from time to time, to perform other tasks in order to maintain the smooth and effective service of the practice.