Medical Office Administration Basics

About this course

A medical front office keeps patients, clinicians and records moving smoothly, and it is often a patient's first contact with the practice. This course covers the general administrative skills behind clinic reception and records. This course gives general administrative information only and is not medical or clinical advice.

What you will be able to do

• You'll be able to manage appointment bookings, changes and reminders clearly
• You'll be able to greet patients and handle calls with care and confidentiality
• You'll be able to file and handle records in line with privacy principles
• You'll be able to handle correspondence and escalate concerns appropriately

Course outline

1. The Front Office Role

   9 min · Lesson notes, example, action task · 2-question quiz

   The front office connects patients, clinicians and administration. Its job is to make booking, arrival and follow-up easy, while protecting privacy and passing clinical questions to the right person.
2. Appointment Scheduling

   9 min · Lesson notes, example, action task · 2-question quiz

   Good appointment scheduling keeps clinicians busy without overbooking and keeps patients informed. Clear booking rules, reminders and a calm approach to changes reduce no-shows and frustration.
3. Correspondence and Enquiries

   9 min · Lesson notes, example, action task · 2-question quiz

   Clinic correspondence includes referral letters, forms, results follow-up and reminders. Clear, accurate documents help patients understand what is expected and help clinicians act on the information they receive.
4. Privacy in Practice

   9 min · Lesson notes, example, action task · 2-question quiz

   Patient information must be protected. Privacy obligations apply to health information in Australia, so administrative staff must follow the practice's policies closely. This is general information only; check your practice's privacy policy and the relevant legislation.
5. Routing to Clinical Staff

   9 min · Lesson notes, example, action task · 2-question quiz

   Some patient questions and concerns need a clinician, not reception. Knowing how to route a message, what to include and when to escalate protects patients and keeps clinicians informed. Routing decisions follow the practice's triage process.
6. Careers & next steps

   10 min · Lesson notes, example, action task · 2-question quiz

   Medical administration skills are in demand across general practices, specialist rooms, hospitals and allied health businesses. This lesson maps the roles this course can lead to and how to check what they are worth.
7. Final quiz and certificate

   10 questions, pass mark 8 of 10. Pass to get your Reesby Academy certificate with a verification link.