The role of the receptionist MAA Office Management Lesson 2 Topic 2 The role of the receptionist

Professional Image Importance of a Good Attitude Attitude is communicated and transmitted Treat patients as uniquely important individuals Demonstrate empathy, interest, and concern

Professional Image The Medical Assistant as Role Model Good health and good grooming present a positive image Pay particular attention to personal hygiene Observe the office’s dress code

Professional Image Courtesy and Diplomacy in the Medical Office Courtesy and diplomacy are fundamental to successful human relations Courtesy is sensitivity to needs and feelings of others Diplomacy is handling people with tact and genuine concern

Professional Image First Impressions You only have one chance to make a first impression A positive perception contributes to a positive doctor–patient relationship A negative perception can mean failure to comply or loss of business

Reception The Role of a Receptionist Greet patients, be alert staff of their presence, manage telephone calls Receptionists may or may not be medically trained If so, you may be the primary receptionist If not, you may have to cover during breaks

Reception Duties and Responsibilities of Receptionists Prepare the office before it opens Retrieve messages from the answering service, voice mail, e-mail, and fax Prepare charts for scheduled patients Welcome patients and visitors: Make arriving a pleasure Register and orient new patients to make them comfortable Manage waiting time: Let them know what to expect

Reception Ergonomic Concerns for Receptionists Take steps to minimize back and musculoskeletal injuries Lift properly Have deliveries placed conveniently Carry small loads Manage storage Use appropriate telephone equipment

Reception Infection Control Issues Maintain an aseptic office to protect patients and staff Wash your hands after all direct patient contact Control patients’ body fluids Dispose of biohazardous waste promptly and properly Isolate patients with communicable diseases or impaired immune function

Good Handwashing Skills Are Essential to Prevent Disease Transmission

Reception The End of the Patient Visit Follow through with discharge information as instructed Manage fee and copay collection and forward appointments Make the patient feel well regarded and well cared for