Join Gippsland PHN for an engaging presentation designed to build the essential skills required to thrive in Reception and Administration. This session will cover customer service, phone etiquette, managing Medicare rejections, privacy and confidentiality, and updating patient demographics.
Learning Outcomes:
- Enhance Patient Experience & Communication
Develop confident, professional communication skills to manage patient interactions—face-to-face and over the phone—while demonstrating empathy, cultural awareness, and maintaining a positive first impression.
- Apply Effective Reception Workflow & Triage Principles
Strengthen the ability to prioritise tasks, manage appointments, and support safe triage processes by recognising urgency, following practice protocols, and escalating appropriately.
- Improve Efficiency, Accuracy & Compliance in Administrative Tasks
Build skills to manage reception workflows efficiently, including appointment scheduling, data entry, Medicare and privacy compliance, and handling high-volume periods with accuracy and professionalism.
Presenter: Wendy O’Meara
Wendy has a long history in general practice spanning 27 years. She has worked as a receptionist, Practice Nurse and for the past 15 years has worked as a Practice manager in a large, 24 GP practice in Gisborne Victoria.
She is passionate about General Practice and has a thorough understanding of all facets, with a special interest in MBS, Chronic Disease management and the implementation of new initiatives into her practice.
While working full-time, she still takes any opportunities to meet and work with new practice managers, guiding them through the complexities of General Practice.
She has been working as an education consultant since 2017.
