English for Medical Receptionists & Healthcare Admin B1–B2: Front Desk, Phone Calls, Appointments, Patient Records and Difficult Conversations — with Model Answers and Answer Key

Every patient starts at the front desk.

Patients are often worried, in pain or in a hurry. The words you choose at reception and on the phone help them feel safe and reach the right care. English for Medical Receptionists & Healthcare Admin B1–B2 shows you how experienced receptionists and admin staff handle real situations in English, from the first hello to the hardest call, while keeping patient information private and never giving medical advice.

Inside this book

• 24 chapters in four Parts: the front desk; patients, needs and difficult moments; writing, records and data; the team and your career
• Real situations: greeting and registering patients, booking and changing appointments, phone messages, care navigation, urgent calls, prescriptions and test-result admin, interpreters and carers, fees and insurance, records requests, complaints, clinic letters and job interviews
• Model conversations, emails, letters, texts and tasks from one international healthcare team, with ready-to-use B1 and B2 phrases
• "Say this, not that" tables with the mistakes to avoid, exercises in every chapter, four Part reviews and a complete answer key
• Reference section: phrase bank by situation, call-flow and message templates, numbers, dates and the phonetic alphabet, a glossary and a self-assessment checklist

Ideal for medical receptionists, GP practice and clinic administrators, patient-services and appointment-line staff, medical secretaries, dental receptionists and job seekers who work with patients in English.

This is a language-learning book. It does not give medical or legal advice; always follow your own practice's policies and protocols.