Job summary
Modality
Partnership Birmingham Division has a full-time and part time vacancies
for Patient Services Assistants (Receptionist). The postholders will work at one
of the following sites, Enki Medical Practice, Bellevue Medical Centre, Laurie
Pike Health Centre or Hillcrest Surgery within the Modality Birmingham division
of the Modality Partnership. We are seeking dedicated postholders to join our
team and who can display our CARE values: Commitment, Accountability, Respect
and Excellence.
This job is
suitable for individuals who are problem-solvers, enjoy interacting with
patients and service-users, have a passion for providing high quality customer
service and ensuring 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, patient facing and back- office administration role; we are
seeking individuals to join our team who are caring, compassionate and confident,
who demonstrate effective communication, excellent customer service skills, IT
skills, and the ability to support patients with general enquiries and signpost
them to the most appropriate team member or service. The
postholder will be a key member of the practice team, responsible for
completing a variety of tasks including dealing with patient requests i.e. appointment
booking, general enquiries in person and over the telephone, as well as
performing a number of administrative duties.
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
key stakeholders to help us to harmonise ways of working and improve working
practices to improve patient and staff satisfaction. Most reception roles focus
on patient or customer facing responsibilities. This is a role that will also equip
you with a portfolio of administration skills associated with the reception back-office
function within Primary Care, to make sustainable changes.
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 helping and interacting with patients to provide
and process information in response to enquiries. You will also be able to
enhance your computer skills by using MS Word, Outlook, Excel and other
relevant software packages.
If you feel this is
the ideal career and looking for a daily 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 helping and interacting with patients to provide
and process information in response to enquiries. You will also be able to
enhance your computer skills by using MS Word, Outlook, Excel and other
relevant software packages.
If you feel this is
the ideal career and looking for a daily 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
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.
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.
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.
