Hamilton Mercer
Rated 4.9/5 based on 2,060 reviews
Basket
25% OFF CLASSROOM OR LIVE VIRTUAL SCHEDULED COURSES
25% OFF CLASSROOM OR LIVE VIRTUAL SCHEDULED COURSES

Medical Receptionist Skills

Duration: 1 day
Rating:
☆☆☆☆☆ 4.9/5
4.9/5

As the face of a GP practice, Private Clinic or Hospital, medical receptionists have a ‘front line’ responsibility to provide a patient-focused service.

Hamilton Mercer’s Methodologies™ help medical receptionists create a welcoming and responsive impression while managing their day-to-day duties.

Audience

  • Medical receptionists of all experience levels and seniority who want to learn best practice techniques and refresh their skills. Also, people who would like to become a receptionist or are currently covering the reception / front of house area and would like to develop their skills.

Learning Objectives

  • Upon completing this course learners will be able to:
  • Create an excellent first impression when meeting and greeting patients.
  • Demonstrate exceptional communication and customer service skills.
  • Use a professional telephone manner when handling callers.
  • Effectively prioritise administrative duties and manage the reception area.
  • Maintain privacy and discretion in the reception area.

Course Content

Learning Outcomes

  • Make an excellent first impression.
  • Establish the needs of new patients and show recognition to regular patients.
  • Handle telephone callers and face to face visitors simultaneously.
  • Keep calm under pressure and avoid behaviour that could be interpreted as negative.

Methodologies

  • First Impressions: Meeting and Greeting Visitors
  • Proactive Acknowledgment / Multi-Tasking
  • Last Impressions: Friendly and Memorable Farewells

Learning Outcomes

  • Develop a positive attitude and mindset.
  • Make yourself more approachable.
  • Build trust and confidence.
  • Increase 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

Learning Outcomes

  • Develop a professional telephone voice and using the correct phrases.
  • Place callers on hold correctly and take accurate messages.
  • Handle sales calls assertively.

Methodologies

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

Learning Outcomes

  • Manage the reception area and keeping patients informed.
  • Prioritise administrative duties, book appointments and manage ad-hoc tasks.
  • Patient confidentiality in the reception area.

Methodologies

  • Managing the Reception Area
  • Confidentiality in the Reception Area
  • Prioritisation Skills

Learning Formats

scheduled-coursesCreated with Sketch.

Classroom

Instructor-Led at one of
our Locations or Yours

Live Virtual

Instructor-Led via
Zoom or Microsoft Teams

leading-remote-teamsCreated with Sketch.

Hybrid

Instructor-Led, combining Classroom & Live Virtual

Quick Links

Make an Enquiry
Read Reviews

Learning Solutions

Option 1
Tailored Training
Develop Teams

  • Length: Flexible.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
  • Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit.
  • Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
Make an Enquiry

Option 2
Transformation Programme
Develop Teams & Culture

  • Length: Flexible.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
  • Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit & Coaching for Leaders/Managers.
  • Certification: CPD Certificate & Learning Reflection Tool (6 - 18 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual & Videos, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
Make an Enquiry

Testimonials & Reviews

Global or local, we’re the trusted experts

Since 2007 we’ve worked with organisations of all sizes, from government agencies to technology giants, we help thousands of people across the world define a service standard.

Private Sector

“The course was informative. I have learnt some great techniques for handling difficult questions and issues”.
The Princess Grace Hospital, Reception Manager
The Princess Grace Hospital, Reception Manager
“This course has not only helped my provide better customer service, but also has given me a platform for self reflection in my communication.”
London Vision Clinic, Clinic Coordiantor
London Vision Clinic, Clinic Coordiantor
“I found the course very helpful and everything was explained in great content. Lunch was a great touch with coffee and fruit.“ London Bridge Urology, Receptionist
London Bridge Urology, Receptionist
London Bridge Urology, Receptionist

Public Sector

“Susan was very good, professional and the session was enjoyable. The delivery of the course was excellent! This is the best session I have attended.”
Alder Hey Children’s Hospital, A&E Receptionist
Alder Hey Children’s Hospital, A&E Receptionist
“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.”
Central Medical Centre, Practice Manager
Central Medical Centre, Practice Manager
“I have found this useful and of great assistance. The use of language and how to come across to the public I will put into my working day. Thank you.“
Hodford Road Surgery, Receptionist
Hodford Road Surgery, Receptionist

Let's Chat

Contact us today

Find out more about our customer service training and personal development courses.

Give us a call on 0800 121 4660 or complete the enquiry form.

Head Office

930 High Road
North Finchley
London
N12 9RT

London

20 Mercer Street
Covent Garden
London
WC2H 9HD

Birmingham

The BCEC
Hill Street
Birmingham
B5 4EW

Manchester

Centurion House
129 Deansgate
Manchester
M3 3WR

Hamilton Mercer
Facebook-f Linkedin-in
©2025 Hamilton Mercer Training Ltd | 

Company Nº 06419717  |  VAT Registration Nº 922 4698 09 | Registered Office: 930 High Road, London, N12 9RT

Hamilton Mercer