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.

Total Stars:

Obtained Stars:

Ranking: 0%

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  
  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)  
  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