Meeting and Greeting Patients

• Welcoming patients and making them feel comfortable
• Explaining procedures and keeping patients informed
• Respecting patient confidentiality in the reception area

Multi-tasking

• Handling telephone callers and face to face visitors simultaneously
• Prioritising administrative duties, booking appointments and managing ad-hoc tasks
• Keeping calm under pressure and avoiding behaviour that could be misinterpreted

Communication and Customer Service

• Developing a positive attitude and mindset
• Positive body language and facial expressions to make yourself more approachable
• Using voice, tone and language to build trust and confidence
• Active listening, effective questioning, empathy and rapport building techniques

Handling Difficult Situations

• Objection handling techniques to present policies and procedures positively
• Dealing with patients who are late for appointments and informing patients of delays
• Keeping calm when dealing with abusive patients
• Assertiveness techniques to make requests and to say no with confidence

Telephone Manner and Etiquette

• Developing a professional telephone voice and using the correct phrases
• Screening enquiries, placing callers on hold correctly and taking accurate messages