Unit of competency Outline
Date retreived
23/07/2026 4:59 AM AWST
23/07/2026 4:59 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Provide reception services for a practice
Provide reception services for a practice
Unit of competency
National Code
HLTCOM407B
HLTCOM407B
State Code
D5824
D5824
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
05/08/2014
Field of Education
080901 - Secretarial And Clerical Studies
Original Release Date
05/08/2014
Nominal Hours
90
Description
DescriptorThis unit describes the skills required to work effectively as a receptionist for a health care practice
Notes
Elements and Performance Criteria
1. Communicate effectively with staff and clients
- 1.1 Process mail to facilitate communication flow
- 1.2 Process telephone communications and pass on messages
- 1.3 Manage client appointment bookings
- 1.4 Provide information and advice regarding services and fee structure of the practice to meet client needs
- 1.5 Collect and provide information to facilitate communication flow
- 1.6 Manage waiting clients
2. Manage office administration tasks
- 2.1 Maintain information and records system to ensure its integrity
- 2.2 Apply knowledge of practice to complete routine administration tasks
- 2.3 Maintain and use computer files and programs
- 2.4 Use office equipment to perform routine tasks
- 2.5 Prepare businessdocuments
- 2.6 Create and update client records according to practice protocols
3. Perform routine financial activities
- 3.1 Monitor cash control for accounting purposes
- 3.2 Monitor stock level and order supplies
- 3.3 Apply knowledge of fee structure to prepare and process accounts
- 3.4 Prepare routine financial documents
4. Provide basic health care assistance
- 4.1 Use practice specific/medical terminology correctly when communicating with staff and clients
- 4.2 Carry out routine tasks to assist health care practitioner
- 4.3 Process referrals to specialist practitioners
- 4.4 Document interactions with clients according to practice protocols
5. Work effectively within a team
- 5.1 Co-ordinate own work schedule to complete tasks and achieve team goals
- 5.2 Apply knowledge of employee and employer rights and responsibilities to workplace environment
- 5.3 Participate in workplace meetings and communications
- 5.4 Review and develop own performance
- 5.5 Respect cultural and personal differences
- 5.6 Recognise and respect organisation culture
- 5.7 Understand and work within own abilities and the boundaries of own role as per practice protocols
- 5.8 Provide and receive constructive feedback
- 5.9 Be supportive of team goals and team members
- 5.10 Undertake responsibilities and duties in a positive, courteous manner to promote cooperation and productive relationships
RANGE STATEMENT
The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.
Information may include:
Messages
Requests
Observations
Verbal or written information
Manage client appointment bookings may include:
Checking daily for non-attendance by recalled clients
Documenting reason for appointment according to practice protocols
Minimising 'did not attends'
Scheduling adequate length of appointment
Scheduling appropriate timing of appointment taking into consideration:
urgency
best time of day or week for both practice and client
facilities required
Manage waiting clients may include:
Ensuring health promoting materials are available in the waiting area
Informing client of delays
Maintaining cleanliness and tidiness of the waiting area
Offering alternative appointment options
Removing hazards from the waiting area
Document interactions with clients may include:
Adding document(s) to client's records
Noting significant conversations in client's records or practice journals
Office equipment may include:
Computer
Fax machine
Photocopier
Scanner
Telephone
Transcription machine
Business documents may include:
Letters to clients
Letters to service providers
Cash control may include:
Banking
Documentation
Ledger/computer entry
Processing of money collected
Receipts
Stock level may include:
Cleaning materials and equipment
Equipment/supplies
Promotional material
Stationery and administrative supplies
Stock for practitioner treatments
Treatment ingredients
Financial documents may include:
Banking records
Cash book entries
Computer entries
Inventory records
Order forms
Receipts
Transaction records
Routine tasks may include:
Administration
Assisting practitioner as required
Banking
Maintaining clean work and reception areas
Maintaining communication flow
Managing stock
Ordering and receiving supplies
Preparing and dispensing medicines
Processing accounts
Processing appointments
Processing referrals
Processing test requests
Providing information to clients/practitioner/work colleagues
Receiving clients
Sterilising equipment
The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.
Information may include:
Messages
Requests
Observations
Verbal or written information
Manage client appointment bookings may include:
Checking daily for non-attendance by recalled clients
Documenting reason for appointment according to practice protocols
Minimising 'did not attends'
Scheduling adequate length of appointment
Scheduling appropriate timing of appointment taking into consideration:
urgency
best time of day or week for both practice and client
facilities required
Manage waiting clients may include:
Ensuring health promoting materials are available in the waiting area
Informing client of delays
Maintaining cleanliness and tidiness of the waiting area
Offering alternative appointment options
Removing hazards from the waiting area
Document interactions with clients may include:
Adding document(s) to client's records
Noting significant conversations in client's records or practice journals
Office equipment may include:
Computer
Fax machine
Photocopier
Scanner
Telephone
Transcription machine
Business documents may include:
Letters to clients
Letters to service providers
Cash control may include:
Banking
Documentation
Ledger/computer entry
Processing of money collected
Receipts
Stock level may include:
Cleaning materials and equipment
Equipment/supplies
Promotional material
Stationery and administrative supplies
Stock for practitioner treatments
Treatment ingredients
Financial documents may include:
Banking records
Cash book entries
Computer entries
Inventory records
Order forms
Receipts
Transaction records
Routine tasks may include:
Administration
Assisting practitioner as required
Banking
Maintaining clean work and reception areas
Maintaining communication flow
Managing stock
Ordering and receiving supplies
Preparing and dispensing medicines
Processing accounts
Processing appointments
Processing referrals
Processing test requests
Providing information to clients/practitioner/work colleagues
Receiving clients
Sterilising equipment
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate this competency unit:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
Consistency of performance should be demonstrated over the required range of situations relevant to the particular workplace
Assessment involves access to an appropriate workplace or simulated realistic workplace setting, using relevant organisation policy, guidelines, procedures and protocols
Access and equity considerations:
All workers in the health industry should be aware of access and equity issues in relation to their own area of work
All workers should develop their ability to work in a culturally diverse environment
In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of Aboriginal and Torres Strait Islander people
Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on health of Aboriginal and/or Torres Strait Islander clients and communities
The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate this competency unit:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
Consistency of performance should be demonstrated over the required range of situations relevant to the particular workplace
Assessment involves access to an appropriate workplace or simulated realistic workplace setting, using relevant organisation policy, guidelines, procedures and protocols
Access and equity considerations:
All workers in the health industry should be aware of access and equity issues in relation to their own area of work
All workers should develop their ability to work in a culturally diverse environment
In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of Aboriginal and Torres Strait Islander people
Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on health of Aboriginal and/or Torres Strait Islander clients and communities
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C9131 | HLTCOM407A | Provide reception services for a practice | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J064 | HLT32412 | Certificate III in Allied Health Assistance | Qualification |
| J088 | HLT42512 | Certificate IV in Allied Health Assistance | Qualification |
| J095 | HLT43312 | Certificate IV in Medical Practice Assisting | Qualification |