1. UNIVERSITY OF OTAGO Te Whare Wananga o Otago
      2. JOB DESCRIPTION
      3. 1. PRIME FUNCTION:
      4. 2. KEY TASKS:
      5. Front desk reception
      6. Account management and financial
      7. Other
      8. Employee Health and Safety Responsibilities
      9. Key Tasks Expected Outcomes Performance Indicators
      10. 3. RELATIONSHIPS:
      11. 4. PERSON SPECIFICATION

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1401460
UNIVERSITY OF OTAGO
Te Whare Wananga o Otago
JOB DESCRIPTION
JOB TITLE:
Medical Receptionist
DEPARTMENT:
Student Health Services
SCHOOL & DIVISION:
Student Services
1. PRIME FUNCTION:
To provide a high quality, professional, efficient, informative and welcoming reception service to the
students of Otago University and to be responsive to the needs of the staff and students within the
Student Health Service (SHS). Confidentiality is of prime importance in this role.
2. KEY TASKS:
Front desk reception
To welcome and advise students about the range of Services available and to provide any information
required to assist in the administrative requirements of patient care
Responsible for:
?
Maintaining an up to date knowledge of services available at Student Health
?
Maintaining an up to date awareness of SHS policies protocols and guidelines
?
Ensuring there are sufficient forms / brochures / pamphlets available at reception for students
e.g. application for Community Services Cards, immigration.
?
Ensuring all students are given the SHS enrolment form to complete and the information is
loaded onto Medtech
?
Ensuring all patient information such as address, telephone numbers, Community Services Card
status, ethnicity, enrolment, NHI and account information is up to date on the computer system
?
Ensuring International Students have correct insurance information loaded
?
Obtaining missing NHI numbers when patients arrive at SHS and/or book appointments.
Loading of bulk and individual NHI’s.
Management of Clinic Appointments and associated documentation
Responsible for:
?
Booking /changing of appointments in person and by telephone
?
Cancellation of clinics due to staff sickness
phone/text
?
Advising Practice Manager/ Operations Manager if Clinicians are running late for their
scheduled appointments

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?
Advising Practice Manager / Operations Manager if there are insufficient appointments
available to meet student demand
?
Printing off appointment lists for following days clinics
?
Requesting Medical Records to be sent to SHS and ensuring the correct audit process is
followed.
?
Checking “student pick up box” and ensure the audit is up to date in the log book.
?
Updating and maintaining statistics,/databases / appointment schedules for specialised clinics
e.g. PRIMDH, Dietitian, Dermatology
Assist with as requested:
?
The coordination and staffing of additional clinics e.g. Immigration and Vaccination Clinics
?
Assisting with the scanning of patient information into the electronic medical record.
?
Forwarding patient files, letters and/or results to other medical centres as requested, ensuring
appropriate documentation of transfers is kept. This will involve both electronic and hard copy
records.
Management of Phone / Fax and General Communication
Responsible for:
?
Ensuring all phone calls are answered promptly and have a high understanding of procedures
so that all calls are handled in a timely and satisfactory manner.
?
To monitor, send and distribute faxes to appropriate staff and ensure all urgent faxes are
passed on to the appropriate staff as soon as possible.
?
Maintaining an up to date knowledge of phone management for after hour and meeting
messages.
?
Maintaining a knowledge of procedures for communication during Emergency Planning e.g.
Group texting and fall back messages for phone system,
?
Ensuring Door signage is displayed when required e.g. meetings and taken off when no longer
required.
?
Responding to general patient and staff enquiries, liaising with medical, nursing, counselling,
psychiatry and physiotherapy services, plus laboratories, hospitals, medical centres and
University departments as appropriate.
?
Ensuring all queries are responded to in a satisfactory and timely manner.
?
Ensuring the Medtech address book is up to date and accurate
reviewed in January each year
and updated as necessary when advised by external agencies.
?
Ensuring the SHS phone lists for external numbers/faxes and internal room numbers is updated
in January each year and as necessary
SHS Mail
Responsible for:
?
Opening and date stamping all incoming non -confidential mail
?
Allocating as appropriate e.g. Mail box
?
Process all outgoing mail

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Oversight of the waiting areas
Responsible for:
?
Observing patients in the waiting area, if a patient appears unwell seek assistance from Nursing
/ GP staff if required
?
Observing waiting times
check to ensure patients have checked in, letting them know
expected waiting time and liaise with clinicians if clinics running late
?
Ensuring the waiting and reception areas are clean and tidy at all times
Account management and financial
Patient invoicing and daily cash, cheque, EFTPOS and credit card management in respect of
consultation fees
Responsible for:
?
Reviewing the Medtech daybook to ensure all patients seen during the day have been invoiced
and the correct service provider codes have been entered - to make corrections as necessary.
?
Investigating and rectifying account discrepancies
?
Daily banking
o Reconciliation
o Banking
o Float
To provide verbal/written information to students on the options available to them if they are having
difficulties paying their Student Health accounts
Responsible for:
?
Advising patients if their account has an outstanding charge
?
Providing payment options.
Processing of debtor accounts as per Student Health Policy
Responsible for:
?
Mail out of statements
Other
To provide general administration support to other staff as required
Responsible for:
?
Unpacking /storing of paper supplies.
Assist with as requested:
?
Participating in the development /review of in-house service protocols
?
Reports and data entry / analysis
?
Audits to provide information on the quality of the service provided and opportunities for
improvement.

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To identify own / team training needs and discuss with Practice Manager
Responsible for:
?
Identifying own and teams training requirements
?
Working with the Practice Manager to develop a plan as part of the PDR process
Training of new staff
Assist with as requested:
?
Training of new staff in the service.
Attendance at reception and service wide meetings
?
All staff rostered to start at 8.30 will attend all SHS Wednesday meetings
?
Staff rostered to start at other times may be asked to attend important meetings e.g. business
planning.
Any other duties that may be deemed appropriate by the Practice Manager of Student Health in
discussion with the staff member involved
Employee Health and Safety Responsibilities
All University of Otago employees are required to:
1. Report all incidents and injuries
2. Participate in the Health and Safety management systems in operation within the University
3. Report any Hazards or safety concerns they identify to relevant health and safety staff
4. Actively participate in rehabilitation for work related injuries / illnesses.

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Key Tasks
Expected Outcomes
Performance Indicators
Front desk reception
Management of clinic
appointments and associated
documentation
Management of phone/fax
and general communication
Mail
Waiting areas
Account management and
financial
?
Friendly, welcoming, helpful
and informative reception
service is given to all.
?
Patients and staff are aware of
clinic delays or cancellations
Appointments are rescheduled
as required.
?
All patients are given an
enrolment form to complete at
their first visit to SHS
?
Patient details are checked and
entered accurately
?
Forms / information at
reception is restocked as
required
?
All clinics are booked
appropriately and the required
documentation is available
and audited for accuracy
?
All communication is dealt
with in a timely manner
?
All mail is opened, date
stamped on the day of arrival
and given to the correct staff
member
?
The waiting areas are safe
and tidy for patients
?
SHS accounts are checked
daily and corrected as
appropriate.
?
Number of complaints
?
Number of complaints
?
100% of patients attending
SHS have completed an
enrolment form
?
100% patients have ethnicity,
NHI recorded
?
100% patient contact details
are correct
?
Reception never runs out of
forms
?
Number of complaints
?
Audit of pick up box
?
Number of complaints
?
Audit of phone/fax
?
Number of complaints
?
Number of complaints
?
Medtech daily reports errors
are less than 2%

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Other
Health and Safety
?
Daily banking correct - all
discrepancies are identified
and corrected
?
All debtors receive statements
as per SHS policy
?
Participation in the review and
development of polices and
protocols
?
All training requirements are
identified and discussed at the
quarterly and annual PDR.
?
All staff are supported and
feel valued by the team
?
Attendance and participation
in team meetings
?
Assist with reports and data
entry if requested
?
Awareness of all Health and
Safety policies / protocols at
SHS and in house health and
safety training is completed.
?
100% accurate
?
100% debtors receive
statement
?
All policies / protocols are
current.
?
All staff are fully trained to
perform all aspects of their
role.
?
Staff and team satisfaction /
complaints
?
Meetings attended
?
Reports and data entry
completed
?
Staff training record
completed
3. RELATIONSHIPS:
Accountable to:
Medical Director and Operations Manager
Directly responsible to:
Practice Manager
Functional relationships with:
Staff, students, medical centres, laboratories, hospitals, suppliers,
drug companies and other agencies, Information Technology
Services and other University Departments

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4. PERSON SPECIFICATION
?
Recent front line reception experience, preferably in a medical centre or hospital team environment.
Candidates with recent work experience in a busy customer service environment considered.
?
Candidates must be able to demonstrate experience in dealing with both telephone and face to face
enquiries and be competent at multi-tasking.
?
Flexibility in working hours, a willingness to undertake new tasks, ability to pay attention to detail,
ability to work calmly and effectively when under pressure.
?
Candidates must be able to work the majority of School holiday periods
?
Majority of annual leave allocation must be taken between November and February each year.
?
Student Health is open between 8.30am and 6.00pm. Reception staff work a 7.5 hour day between
the hours of 8.15am and 6.00pm.
?
Student Health continues to grow in size and is continuously changing as we develop new ways of
providing our services. A flexible approach to working practices and a wish to participate in this
process is required.
?
Ability to work effectively as a member of a multi-disciplinary team but also on own initiative.
?
Student Health’s success is contributed
prin
ofessipaonal
rt to the way in which staff in different
disciplines work together. Candidates will need to demonstrate their understanding of how they
would contribute to positive team working.
?
An empathetic, non-judgmental, supportive approach to assisting clients presenting to the Service.
?
Student Health provides a comprehensive professional medical, nursing, counselling and Psychiatric
service to students on the Otago Campus, many of whom are away from home and their support
systems for the first time. As students may at times present in distress, or require urgent attention,
an ability to identify and manage this is essential.
?
Familiarity with computerised appointment systems, Microsoft Office 2010 products , experience in
cash handling and simple account management
?
Student Health currently uses MedTech32, a medical software package for appointments, accounting
and report generation. Familiarity with the same or similar packages is preferred

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