Medical Receptionist CheckList

Instructions: This checklist is meant to serve as a general guideline for our client facilities as to the level of your skills within your nursing specialty. Please use the scale below to describe your experience/expertise in each area listed below.

Proficiency Scale:

1 = No Experience

2 = Need Training

3 = Able to perform with supervision

4 = Able to perform independently

Skills Level 1 Rating Stars (Click) 1 2 3 4  
Greets Patients in person and puts them at ease 
Welcomes visitors to the Practice 
Answers incoming calls and contacts Patients and other agencies by phone as required 
Assists Patients on the phone and in person 
Maintains records of appointments, including making and changing appointments as required 
Uses email, SMS text messages (and fax) effectively to communicate with Patients and other agencies 
Keeps the reception and waiting areas clean and tidy, including keeping all Patient notices up to date and making sure there is a supply of hand sanitiser 
Works with the Practice clinical system and other information recording systems and computer systems in maintaining Patient records 
Handles payments to the Practice by agreed methods 
Keeps records of financial transactions required by the Practice 
Cleans and maintains medical equipment provided to Patients in line with current standards and procedures, e.g. 24-hour BP monitor 
Completes insurance forms and other types of Patient plan forms 
Works with Patients who are applying for credit facilities, where these are available for any private services 
Reports any significant events, including ‘near misses’ to the Manage 
Practices the highest standards of confidentiality when dealing with all aspects of Patient information 
Effectively deals with and tries to resolve Patient complaints in the first instance and escalates them to the Manager to improve service 
Uses all Practice equipment (IT and medical equipment) in accordance with published instructions and guidelines 
Reports to the Manager any faults or safety concerns about equipment or the premises 
Opens and distributes Practice post 
Receives and deals with requests for home visits 
Arranges Patient transport as necessary 
Deals with repeat prescription requests 
Assists new Patients when registering at the Practice and processes the paperwork 
Deals with all incoming and outgoing paper Patient medical records 
Completes all Patient information in electronic and/or paper records 
Maintains Patient electronic medical records, accessing information when required 
Daily preparation of Doctors rooms and other clinics 
Ensures Doctors rooms are stocked with the necessary paperwork and forms to enable their surgeries to proceed without interruption 
Maintains adequate security measures, ensuring all clinic rooms are locked when not in use 
Liaises with attached staff, including Health Visitors, District Nurses, Midwives, Counsellors etc, as required 
Supports the Health and Safety of all staff, Patients and visitors 
Keeps to the dress code required by the Practice, both in terms of any uniform and personal appearance and hygiene 
Ensure that Patient’s rights are protected 
Skills Level 2 Rating Stars (Click) 1 2 3 4  
Takes on the role of Senior Receptionist or Reception Team Leader 
Supports the training of new Receptionists 
Acts as mentor or ‘buddy’ for new Receptionists 
Participates in the maintenance of the Practice Complaints System to resolve complaints and improve the service 
Supports and encourages other members of the Reception team in their development 
Co-operates in the maintenance of the staffing roster to provide adequate levels of staffing within the Practice 
Co-operates and works with colleagues to ensure a seamless journey for Patients through different aspects of their care 
Co-operates in the effective resolution of any team conflicts 
Participates in chaperoning when required (must be trained and have an Enhanced DBS check) 
Reports all significant events, including ‘near misses’ for inclusion in the Practice Risk Register 
Manages the Patient call and recall systems for QOF and other services such as cancer screening and immunisation invites 
Manages the Patient registrations and deductions processes 
Liaises with secondary care providers as necessary 
Skills Level 3 Rating Stars (Click) 1 2 3 4  
Takes on the role of Reception Supervisor or Reception Manager 
Line manages all medical reception staff, including the completion of all Receptionist appraisals and development plans 
Develops and maintains effective working relationships with all other employees and contractors at the Practice 
Supports and upholds an open, positive and honest working culture 
Supports and encourages other members of the Practice team 
Manages periods of absence and requests for leave in the Reception Team 
Participates in regular reviews of personal development plans and remuneration 
Manages and maintains a staffing roster to provide adequate levels of care within the Practice 
Assists management with maintaining compliance with agreed standards, e.g. Health and Safety, IPC 
Promotes and implements all of the Practice policies and procedures 
Manages the effective resolution of team conflicts 
Attends Practice meetings, and may be asked to lead meetings when required 
Participates in developing the philosophy, goals and objectives for Patient health care provided by the Prac 
Participates in audits to develop the effectiveness of Patient care 
Informs the Practice Manager of any reported or suspected failings in the provision of care within the Practice and suggests possible solutions 
Promotes and participates in a high standard of care within the Practice 
Monitors and reports on Patient DNA reports 
Manages any significant events, including ‘near misses’, which affect the Reception Team