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

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

3. 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

4. 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

5. 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

6. 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

7. Reception Duties and Responsibilities of Receptionists
Prepare the office before it opens
Retrieve messages from the answering service, voice 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

8. 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

9. 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

10. Good Handwashing Skills Are Essential to Prevent Disease Transmission

11. 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