1. Position Purpose
The Medical Receptionist is responsible for delivering high-quality administrative and front-of-house support to ensure the efficient and professional operation of the Practice. The role serves as the primary point of contact for patients, visitors, and external stakeholders, and contributes to the maintenance of accurate records, effective appointment management, and adherence to Practice policies and procedures.
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2. Key Responsibilities
2.1 Patient Reception & Customer Service
* Provide courteous, professional, and timely service to all patients and visitors.
* Manage patient enquiries via telephone, email, and in person.
* Facilitate patient check-in and check-out processes.
* Communicate Practice policies, waiting time expectations, and relevant information to patients.
2.2 Administrative & Clerical Duties
* Maintain accurate and up-to-date patient records in the Practice Management System (e.g., Best Practice).
* Process referrals, pathology and imaging requests, and other clinical documentation.
* Manage correspondence, incoming/outgoing mail, and document scanning.
* Ensure the reception area and waiting room are organised, clean, and presentable.
2.3 Appointment & Workflow Coordination
* Schedule and manage appointments to optimise practitioner availability and patient flow.
* Coordinate patient recalls, reminders, and follow-up appointments.
* Assist in managing daily clinical schedules and communicating delays to clinicians and patients.
* Liaise with external service providers, specialists, and allied health professionals as required.
2.4 Billing & Financial Administration
* Process patient billing, Medicare claims, DVA, WorkCover, and private accounts in accordance with Practice guidelines.
* Reconcile EFTPOS transactions and maintain accurate daily financial records.
* Manage outstanding accounts and follow-up payments as per policy.
2.5 Compliance, Risk & Confidentiality
* Adhere to all Practice policies, procedures, and regulatory requirements including privacy, confidentiality, and infection control.
* Maintain compliance with RACGP Standards for General Practices (current edition).
* Escalate risks, incidents, or patient concerns to the Practice Manager promptly.
* Participate in quality improvement activities, meetings, and training as required.
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3. Key Relationships
Internal:
* Practice Manager
* General Practitioners
* Registered Nurses/Enrolled Nurses
* Allied Health Providers
* Administrative Staff
External:
* Patients and carers
* Specialists, hospitals, and diagnostic services
* Medicare, Private Health Funds, and government agencies
* Suppliers and contractors
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4. Selection Criteria
4.1 Essential
* Previous experience in medical reception or health administration.
* Minimum 1-2 years of experience in a receptionist or administrative role is required.
* Proficiency in medical practice software and general computer applications.
* Excellent communication, interpersonal, and customer service skills.
* Strong organisational skills with the ability to prioritise and work in a fast-paced environment.
* High level of accuracy and attention to detail.
* Ability to maintain patient confidentiality and act with professionalism at all times.
* Demonstrated ability to work cooperatively within a multidisciplinary team.
* Completion of Year 12 education is required.
4.2 Desirable
* Experience in a General Practice or primary healthcare setting.
* Knowledge of Medicare billing processes and clinical terminology.
* First aid or CPR certification.
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5. Performance Indicators
* Timely and accurate appointment management.
* Patient satisfaction and quality of service delivered.
* Accuracy of billing, data entry, and medical record management.
* Compliance with Practice policies, privacy requirements, and professional conduct.
* Contribution to efficient clinical workflow and team collaboration.