Overview
The Medical Receptionist is responsible for providing professional, efficient, and courteous reception and administrative services to patients, doctors, nurses, allied health professionals, and visitors. As the first point of contact for the practice, the Medical Receptionist plays a vital role in creating a positive patient experience and ensuring the smooth operation of the practice.
Key Responsibilities
Patient Reception and Customer Service
* Welcome patients and visitors in a friendly, professional, and respectful manner.
* Assist patients with appointments, enquiries, and general practice information.
* Ensure all patients are treated with dignity, respect, and confidentiality.
* Manage difficult situations professionally and escalate concerns when required.
* Provide exceptional customer service consistent with the practice values.
Appointment Management
* Schedule, confirm, reschedule, and cancel appointments.
* Manage doctors\' appointment books efficiently.
* Process recalls, reminders, and follow-up appointments.
* Coordinate urgent appointments as directed by clinical staff.
* Monitor daily appointment schedules and waiting times.
Telephone Management
* Answer incoming calls promptly and professionally.
* Direct calls to the appropriate healthcare provider or staff member.
* Take accurate messages and ensure timely delivery.
* Provide information regarding practice services, fees, and operating hours.
Patient Registration and Records Management
* Register new patients and update existing patient details.
* Verify Medicare, DVA, concession card, and contact information.
* Scan and upload documents into patient records.
* Process incoming and outgoing correspondence.
* Maintain accurate and confidential medical records.
Billing and Financial Administration
* Process Medicare, DVA, private billing, and WorkCover claims.
* Collect consultation fees and process EFTPOS transactions.
* Reconcile daily payments and balances.
* Issue receipts and manage billing enquiries.
* Assist with debt collection processes in accordance with practice policy.
Administrative Duties
* Process referrals, results, recalls, and medical record requests.
* Prepare and manage electronic and paper correspondence.
* Maintain office supplies and stationery levels.
* Assist with accreditation and quality improvement activities.
* Support doctors, nurses, and management with administrative tasks.
Compliance and Confidentiality
* Maintain strict patient confidentiality and privacy in accordance with the Privacy Act and Australian healthcare regulations.
* Comply with RACGP Standards, practice policies, and procedures.
* Adhere to workplace health and safety requirements.
* Participate in mandatory training and professional development activities.
Essential Selection Criteria
* Excellent verbal and written communication skills.
* Strong organisational and time-management skills.
* Ability to multitask and work efficiently in a busy environment.
* Professional presentation and positive attitude.
* Strong attention to detail and accuracy.
* Ability to work independently and collaboratively within a team.
* Proficiency in Microsoft Office and computer systems.
Desirable Selection Criteria
* Previous experience in a General Practice or healthcare setting.
* Experience with Medicare billing and claiming.
* Understanding of medical terminology.
Key Competencies
* Customer Service Excellence
* Communication Skills
* Teamwork and Collaboration
* Professionalism
* Time Management
* Problem Solving
* Adaptability
* Attention to Detail
* Confidentiality and Ethical Practice
Performance Expectations
* Maintain a professional and welcoming environment.
* Demonstrate excellent customer service at all times.
* Ensure accuracy in patient records and billing processes.
* Support efficient practice operations.
* Comply with all practice policies and procedures.
* Contribute positively to the practice culture and team environment.
#J-18808-Ljbffr