Medical Receptionist

(4.9 based on 102 reviews)

As the face of the GP practice, health centre or hospital, medical receptionists have the ‘front line’ responsibility of providing a professional and patient focused service.

Hamilton Mercer’s Unique Methodologies™ define specific behaviours required to consistently deliver exceptional service when interactive with patients and colleagues.

Who should attend?

Existing GP, hospital and medical receptionists, medical secretaries, front of house staff and switchboard operators communicating with patients and co-workers by telephone and face to face.

Course content – 90mins modules

Module 1: Meeting and Greeting Patients / Multi-tasking

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.


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

Module 2: Communication and Customer Service Skills

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.


  • ‘Believability’ of Communication
  • Factors of Body Language
  • Factors of The Voice (Tone)
  • Using Positive and Persuasive Language

Module 3: Telephone Manner and Etiquette

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.


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

Module 4: Advanced Receptionist Skills

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.


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

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

Learning formats

Virtual Classroom
Learn from Home - Live

  • 90mins, 180mins or One day courses.
  • Easy to join a class in just 3 simple steps.
  • Interact with a live expert learning consultant.
  • All you need is a device with Internet (camera and microphone recommended).
  • View available courses
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Tailored On-Site Training
We'll Come to You - Worldwide

  • 90mins, 180mins or One day courses.
  • Comprehensive seven-step approach to identify your requirements.
  • Tailored course content.
  • Manager development tools provided.
  • Call us on 0800 121 4660 or complete the enquiry form to discuss.

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

Rowlandson House
289-293 Ballards Lane
N12 8NP


20 Mercer Street
Covent Garden


Hill Street
B5 4EW


Centurion House
129 Deansgate
M3 3WR

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