Job summary
Modality Partnership
Birmingham division has a full-time vacancy for a Senior Patient Service
Assistant. The post
holder will be a high performing team leader, working at Bellevue Medical Centre provide support to ensure the smooth
and effective day to day running of the reception team. We are seeking dedicated
post holders to join our team and who can display our CARE values: Commitment,
Accountability, Respect and Excellence.
This job is suitable for individuals who are career driven and have
a passion for working in an agile manner.
Managing a team of individuals and working closely with the site Manager
and Clinical Lead, the Senior PSA will ensure the smooth running of the day-to-day patient facing
and back-office function of the practice reception area to ensure our patients
have a positive experience.
As an employee with
us you can benefit from:
Enrolment to the NHS pension scheme
Annual leave minimum 27 days, plus 8 days bank holiday pro rata
Employee discounts and benefits scheme
Employee assistance programme (EAP)
Education and career pathways
If you are
interested in learning more, please read on.
Main duties of the job
The role is an all-rounded, leadership and operational role which includes the line management of the team and a degree of patient-facing requirements.The postholder will need to be committed to providing high quality reception, administration, and support services, engaging with patients/clients confidently, providing advice and proactively signposting patients and clients to the most appropriate clinician/service.The post holder will work alongside the PSAs, interact with patients to provide, and process information in response to enquiries, concerns and requests about NHS/practice services. The post holder will also support the team when a PSA is unable to respond to patient issues and support a satisfactory outcome.
The postholder will also need to be proficient in MS applications including Outlook, Excel and Word and other related software packages
About us
.We are one of
the largest GP super-partnerships in the UK, serving over 450,000 patients and
with a workforce of 1500+. We are unique,
we are always looking at ways to improve our delivery of services through the
implementation of new and innovative solutions that we can scale across the
organisation.
Your job is to work
directly with the PSA Team to help the practice harmonise ways of working and
improve working practices to improve patient and staff satisfaction. This is a
role that will equip you with basic leadership and operational skills to support
your career development within general practice and position you well for a
Practice Manager role.
Job description
Job responsibilities
Please refer to
the supporting documents section to retrieve the JD detailing the core
responsibilities of this role.
You will love
this job if you have a passion for delivering high quality patient services, thinking
outside the box, managing a small team of individuals and you are able to de-escalate
conflict and manage stressful situations whilst supporting along with the team
to deliver high quality customer service.
If you feel
this is the ideal career advancing opportunity for you and you want to rise to
the challenge, we welcome an application for you to join our growing team of
likeminded people.
As part of recruitment to the
Modality Partnership, we will be checking the vaccination status of all new
starters so that we can manage individual and environmental risks. We will
offer support to those who may be undecided about vaccinations. Some vaccinations
for certain roles are mandatory, and you will be asked to provide evidence of
this where there is a mandatory requirement.
*PLEASE NOTE ALL APPLICANTS INVITED
TO INTERVIEW MUST PROVE THEIR RIGHT TO WORK IN THE UK AT THE INTERVIEW STAGE*
Job description
Job responsibilities
Please refer to
the supporting documents section to retrieve the JD detailing the core
responsibilities of this role.
You will love
this job if you have a passion for delivering high quality patient services, thinking
outside the box, managing a small team of individuals and you are able to de-escalate
conflict and manage stressful situations whilst supporting along with the team
to deliver high quality customer service.
If you feel
this is the ideal career advancing opportunity for you and you want to rise to
the challenge, we welcome an application for you to join our growing team of
likeminded people.
As part of recruitment to the
Modality Partnership, we will be checking the vaccination status of all new
starters so that we can manage individual and environmental risks. We will
offer support to those who may be undecided about vaccinations. Some vaccinations
for certain roles are mandatory, and you will be asked to provide evidence of
this where there is a mandatory requirement.
*PLEASE NOTE ALL APPLICANTS INVITED
TO INTERVIEW MUST PROVE THEIR RIGHT TO WORK IN THE UK AT THE INTERVIEW STAGE*
Person Specification
Experience
Essential
- Educated to NVQ Level 2 or equivalent experience.
- Proficient in key Microsoft Office applications e.g., Word, Excel, Power Point, Outlook.
Knowledge
Essential
- Customer service principles and practices.
- Basic medical terminology.
- Reception protocols.
- Basic telephone call management.
- MS Word, Outlook, Excel and other relevant software packages.
Desirable
- Previous call-handling experience.
- Knowledge of / experience from within NHS/General Practice.
- NHS systems.
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.
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.
Person Specification
Experience
Essential
- Educated to NVQ Level 2 or equivalent experience.
- Proficient in key Microsoft Office applications e.g., Word, Excel, Power Point, Outlook.
Knowledge
Essential
- Customer service principles and practices.
- Basic medical terminology.
- Reception protocols.
- Basic telephone call management.
- MS Word, Outlook, Excel and other relevant software packages.
Desirable
- Previous call-handling experience.
- Knowledge of / experience from within NHS/General Practice.
- NHS systems.
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.
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.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
