Job summary
Modality Partnership
Wokingham division has a full time vacancy for a Senior Patient Service
Assistant. The post
holder will be a high performing team leader, working at Wokingham Medical Practice within Modality Wokingham
division to 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
Enhanced Family friendly policies
Flexible working
Wellbeing support and initiative
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.
All employees
are welcomed to enrol in our employee benefits scheme and NHS pension scheme.
We are committed to developing our people through education and career pathways
and who align to our organisational values of CARE.
Modality
Partnership is an Equal Opportunities Employer and is committed to ensuring
equal employment opportunities for all our potential applicants in line with
the Equality Act, 2010.
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 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.
We are not able to offer sponsorship for this role
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 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 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.
We are not able to offer sponsorship for this role
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
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
- Knowledge of the primary care environment, with specific reference to General Practice.
- Knowledge of customer service principles and practices
- Experienced with medical systems eg SystmOne or Emis is desirable
- Basic knowledge of HR and personnel management
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
- Effective written and verbal communication skills
- Critical analysis and problem-solving
- Able to de escalate conflict and manage stressful situations
- Good interpersonal skills including good listening skills and a good telephone manner
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
- Knowledge of the primary care environment, with specific reference to General Practice.
- Knowledge of customer service principles and practices
- Experienced with medical systems eg SystmOne or Emis is desirable
- Basic knowledge of HR and personnel management
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
- Effective written and verbal communication skills
- Critical analysis and problem-solving
- Able to de escalate conflict and manage stressful situations
- Good interpersonal skills including good listening skills and a good telephone manner
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.
