Job Description
Job summary Modality Partnership Birmingham Division has a full time / part time position for aPatient Services Assistant (Receptionist) at Smethwick Medical Centre. The postholder will work cross sites when required within the Birmingham Divisionof the Modality Partnership. We are seeking dedicated postholders to join ourteam and who can display our CARE values: Commitment, Accountability, Respectand Excellence. This job issuitable for individuals who are problem-solvers, enjoy interacting withpatients and service-users, have a passion for providing high quality customerservice and ensuring patients have a positive experience. As an employee withus you can benefit from Enrolment to the NHS pension schemeAnnual leave minimum 27 days, plus 8days bank holiday pro rata Employee discounts and benefitsschemeEmployee assistance programme (EAP)Education and career pathwaysEhanced Family friendly policiesFlexible workingWellbeing supportIf you are interested in learningmore, please read on. Main duties of the job The role is anall-rounded, patient facing and back- office administration role; we areseeking individuals to join our team who are caring, compassionate and confident,who demonstrate effective communication, excellent customer service skills, ITskills, and the ability to support patients with general enquiries and signpostthem to the most appropriate team member or service. Thepostholder will be a key member of the practice team, responsible forcompleting a variety of tasks including dealing with patient requests appointmentbooking, general enquiries in person and over the telephone, as well asperforming a number of administrative duties. About us We are one of thelargest GP super-partnerships in the UK, serving over 450,000 patients and witha workforce of 1500+. We are unique, we are always looking at ways to improveour delivery of services through the implementation of new and innovative solutionsthat we can scale across the organisation. Your job is to work directly withkey stakeholders to help us to harmonise ways of working and improve workingpractices to improve patient and staff satisfaction. Most reception roles focuson patient or customer facing responsibilities. This is a role that will also equipyou with a portfolio of administration skills associated with the reception back-officefunction within Primary Care, to make sustainable changes.Modality Partnership is an EqualOpportunities Employer and is committed to ensuring equal employmentopportunities for all our potential applicants in line with the Equality Act,2010. Job description Job responsibilities Please refer to thesupporting documents section to retrieve the JD detailing the coreresponsibilities of this role.You will love thisjob if you have a passion for helping and interacting with patients to provideand process information in response to enquiries. You will also be able toenhance your computer skills by using MS Word, Outlook, Excel and otherrelevant software packages.If you feel this isthe ideal career and looking for a daily challenge, we welcome an applicationfor you to join our growing team of likeminded people.The Modality Partnership reserves theright to close this vacancy at any time during the advertising period. Pre-employmentVaccinationsAs part of recruitment to the Modality Partnership, we willbe checking the vaccination status of all new starters so that we can manageindividual and environmental risks. We will offer support to those who may beundecided about vaccinations. Some vaccinations for certain roles aremandatory, and you will be asked to provide evidence of this where there is amandatory requirement.Right to work checksAll applicants invited for interview will need to prove theirright to work in the UK at the interview stage.ReferencesReferences must be secured prior to beginning employment, onemust be your current or most recent employer.Employment historyYou must notify us of any employment gaps of 6 weeks or more. Person Specification Personal Qualities Essential Confident and welcoming demeanour. Professional approach to work. Good telephone manner. Strong team player. Smart appearance. Exercises tact and discretion at all times. Demonstrates initiative to handle any unforeseen events during a shift. Demonstrates flexibility towards new working practices and towards working hours. Skills Essential Customer service orientation. Excellent listening, communication and interpersonal skills. Problem-analysis and problem-solving. Administrative and organisational skills. Ability to follow policies, practices and protocols. Stress tolerance. Ability to handle patients (both on the telephone and in person) who may be angry, upset or distressed. Computer-literate and adaptable in using different software. Knowledge Essential Customer service principles and practices Basic medical terminology. Reception protocols. Basic telephone call management, including taking and transferring calls. NHS systems. MS Word, Outlook, Excel and other relevant software packages. Knowledge of / experience from within NHS/General Practice. Previous call-handling experience.