01 Nov 2018
09:30 AM - 04:00 PM
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Event location
North Western Melbourne PHN - Yarra Room
Level 5, 369 Royal Parade
Available to
General Practice
Professional development points
​Excellent quality care starts with the reception team and ends with the reception team. Therefore, you need to lose the idea that you are “just the receptionist”!  Truth be known, you are also in charge of the PR and Marketing Team.
Targeted at experienced medical reception and administrative staff within general practice.This session will cover six key areas associated with the delivery of quality care and service within a medical practice. Excellent quality care is not just about the “clinical consult with the GP” but the total experience.

This session will cover:
  • e-Health: What Does It Mean for Me on the Frontline
  • So How did I Handle That One? - Exceeding Expectations with Great Customer Service & Effective Triage Decisions
  •  Accreditation 101: What is it and What is my Role? 
  •  Effective Triage – Including Difficult Patients / Situations 
  •  Privacy – Your Obligations 
  •  What Item & Why: MBS Identification and Compliance 

Learning outcomes

  • Identify the “most important” customer service factors and how they can be implemented in my practice 
  • Understand the common terms associated with e-health and how they relate to general practice 
  • Understand the accreditation process and the role of the medical receptionist in the accreditation process 
  • Confidently triage patient requests and difficult situations to ensure best possible outcomes with least risk of adverse events 
  • Explain how understanding MBS basics and consistent operational processes improve practice efficiency / patient management. 
  • Understand the legislative issues around privacy and your role in ensuring compliance and mitigating risk


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