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Medical Receptionist

 

***Virtual Training Available***

Learn from the comfort of your own home - Improve the Wellbeing, Productivity & Morale of Your Staff with our Virtual Classroom Training

 

Introduction

As the face of the GP practice, health centre or hospital, medical receptionists have the 'front line' responsibility of providing a professional and patient focused service.

 

Who Should Attend?

Existing GP, hospital and medical receptionists, medical secretaries, front of house staff and switchboard operators communicating with patients and co-workers by telephone and face to face.

 

Content Overview

Module 1: Meeting and Greeting Patients / Multi-tasking

Learning Outcomes:

Making an excellent first impression. Establishing the needs of new patients and showing recognition to regular patients. Handling telephone callers and face to face visitors simultaneously. Keeping calm under pressure and avoiding behaviour that could be interpreted as negative.

Methodologies:

  • • First Impressions: Meeting and Greeting Visitors
  • • Proactive Acknowledgment / Multi-Tasking

• Last Impressions: Friendly and Memorable Farwells

Module 2: Communication and Customer Service Skills

Learning Outcomes:

Developing a positive attitude and mindset. Making yourself more approachable. Building trust and confidence. Active listening, effective questioning, empathy and rapport building techniques.

Methodologies:

  • • ‘Believability’ of Communication
  • • Factors of Body Language

• Factors of The Voice (Tone)

• Using Positive and Persuasive Language

Module 3: Telephone Manner and Etiquette

Learning Outcomes:

Developing a professional telephone voice and using the correct phrases. Placing callers on hold correctly and taking accurate messages. Handling sales calls assertively.

Methodologies:

  • • Placing Callers on Hold / Transferring Calls
  • • Handling Unsolicited Sales Calls Assertively
  • • Effective Message Taking

Module 4: Advanced Receptionist Skills

Learning Outcomes:

Managing the reception area and keeping patients informed. Prioritising administrative duties, booking appointments and managing ad-hoc tasks. Patient confidentiality in the reception area.

Methodologies:

  • • Managing the Reception Area

  • • Confidentiality in the Reception Area
  • • Prioritisation Skills 

 

Learning Formats

Option 1: Tailored Virtual Classroom (Suitable for Groups of People)

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• Locations/Availability: Virtual Classrooms, UK / Worldwide, any time - seven days a week.

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• Our Approach: Comprehensive seven-step approach to identify your requirements, tailor course content and design post-course reinforcement tools.

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• Length/Timings: Flexible. 90min bite-sized sessions, half-day or full-day courses.

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• Group Size: Flexible.

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Call us to discuss your requirements on 0800 121 4660 or complete an enquiry form.

 

Option 2: Tailored On-site Training (Suitable for Groups of People)

• Locations/Availability: Delivered at your premises, UK / Worldwide, seven days a week.

• Our Approach: Comprehensive seven-step approach to identify your requirements, tailor course content and design post-course reinforcement tools.

• Length/Timings: Flexible. 90min bite-sized sessions, half-day, full-day, or two-day courses.

• Group Size: Flexible.

Call us to discuss your requirements on 0800 121 4660, or complete an enquiry form.

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Our Clients Include

   

“I thought the course was extremely useful and there was plenty of points to think about. The most beneficial part of the course was learning how to deal with angry/aggressive patients. The trainer performed extremely well it was a very enjoyable course”.

Receptionist

Haringey PCT

 

“I learnt the definition of exceptional customer service and why it is essential to deliver the best! The trainer was very approachable and friendly”.

Receptionist

GP Direct

 

“I really enjoyed the course, it helped me with a number of issues I'd encountered. The trainer was very helpful".

Administrator

Crown Bank Dental Healthcare

 

 



Call 0800 121 4660
Email
info@hamiltonmercer.co.uk
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"The course encourages us to have a professional and positive attitude to work. The course has highlighted areas we need to improve and change to create a seamless service. Great content and exercises, and the performance of the trainer was excellent”.

Administrator/Receptionist

Broadwater Farm Medical Centre

 

“The exercises on listening and tone of voice were very useful, made me appreciate the value of concentrating on positives rather than negative influences. Very much enjoyed the course”.

Receptionist

Whitchurch Surgery

 

“The training was delivered in an enthusiastic and enjoyable way. We have some challenging receptionists; however the trainer handling this with patience and professionalism. Thank you very much”.

Practice Manager

Central Medical Centre

 

“The course was informative. I have learnt some great techniques for handling difficult questions and issues”.

Reception Manager

The Princess Grace Hospital