Job summary
Modality Partnership AWC Division has a full-time vacancy for a Patient Services Assistant (Receptionist). The postholder will work at one of the various sites within Modality AWC Division. 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
Enhanced Family friendly policies
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, 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.
The Modality Partnership reserves the right to close this vacancy at any time during the advertising period.
Pre-employment screening
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.
Right to work checks
All applicants invited for interview will need to prove their right to work in the UK at the interview stage.
References
References must be secured prior to beginning employment, one must be your current or most 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 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.
The Modality Partnership reserves the right to close this vacancy at any time during the advertising period.
Pre-employment screening
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.
Right to work checks
All applicants invited for interview will need to prove their right to work in the UK at the interview stage.
References
References must be secured prior to beginning employment, one must be your current or most recent employer.
Employment history
You must notify us of any employment gaps of 6 weeks or more.
Person Specification
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.
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
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.
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.
