Job summary
Modality Partnership
Lewisham division has a full-time vacancy for a Senior Patient Service
Assistant. The post
holder will be a high performing team leader, working at Bellingham Green Surgery 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
Family friendly polices
Flexible working
Wellbeing support
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.
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.
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.
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.
Please note: The Modality Partnership
reserves the right to close this vacancy at any time during the advertising
period.
Pre-employment
Vaccinations
As part of
recruitment to the Modality Partnership, we will be checking the vaccination
statusof all new
starters so that we can manage individual and environmental risks. We will
offersupport to
those who may be undecided about vaccinations. Some vaccinations for certainroles are
mandatory, and you will be asked to provide evidence of this where there is amandatory
requirement.
Right to
work checks
All applicants
invited for interview will need to prove their right to work in the UK at theinterview
stage.
References
References must
be secured prior to beginning employment, one must be your current ormost recent
employer.
Employment
history
You must notify
us of any employment gaps of 6 weeks or more.
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.
Please note: The Modality Partnership
reserves the right to close this vacancy at any time during the advertising
period.
Pre-employment
Vaccinations
As part of
recruitment to the Modality Partnership, we will be checking the vaccination
statusof all new
starters so that we can manage individual and environmental risks. We will
offersupport to
those who may be undecided about vaccinations. Some vaccinations for certainroles are
mandatory, and you will be asked to provide evidence of this where there is amandatory
requirement.
Right to
work checks
All applicants
invited for interview will need to prove their right to work in the UK at theinterview
stage.
References
References must
be secured prior to beginning employment, one must be your current ormost recent
employer.
Employment
history
You must notify
us of any employment gaps of 6 weeks or more.
Person Specification
Qualifications
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, including taking and transferring calls.
- NHS systems.
- Knowledge of / experience from within NHS/General Practice.
- Previous call-handling experience.
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
Qualifications
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, including taking and transferring calls.
- NHS systems.
- Knowledge of / experience from within NHS/General Practice.
- Previous call-handling experience.
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.
