Job summary
Modality
Partnership AWC Division has a full-time vacancy for a Patient Contact
Assistant. The postholder will be a high performing employee who will work as
part of a multi-disciplinary team at Silsden Medical Practice. We are seeking
dedicated postholders to join our team, who can display our CARE values:
Commitment, Accountability, Respect and Excellence. Salary for this role is £23,874.88 per annum WTE.
This job is suitable for individuals who
have a passion for working in health care, and who are committed to making real
changes to the health care services provided within Primary Care to improve
patient care.
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 as part
of the Patient Contact Team, providing high quality phone, administration and
support services to patients and allied professionals. We are seeking
individuals who are caring, compassionate and confident, who demonstrate
effective communication, excellent customer service and IT skills. Candidates
should possess 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, dealing
with patient requests i.e. appointment booking and general enquiries over the
telephone.
The role is not
a regular 9am-5pm job; the job requires innovation, flexibility, and commitment.
The postholder will be required to work resourcefully as part of the team to
ensure tasks are completed.
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.
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.
If you feel
this is the ideal opportunity for you and you want to rise to the challenge, we
welcome an application from you to join our growing team of likeminded people.
Please note: Modality Partnership reserves the right to close
this vacancy at any point during the recruitment stage.
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.
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.
If you feel
this is the ideal opportunity for you and you want to rise to the challenge, we
welcome an application from you to join our growing team of likeminded people.
Please note: Modality Partnership reserves the right to close
this vacancy at any point during the recruitment stage.
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.
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
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 who may be angry, upset or distressed.
- Computer-literate and adaptable in using different software.
Knowledge
Essential
- Customer service principles and practices.
- Previous call-handling experience.
- Telephone call management, including taking and transferring calls.
- NHS systems desirable.
- MS Word, Outlook, Excel and other relevant software packages.
- Knowledge of / experience from within NHS/General Practice desirable.
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 who may be angry, upset or distressed.
- Computer-literate and adaptable in using different software.
Knowledge
Essential
- Customer service principles and practices.
- Previous call-handling experience.
- Telephone call management, including taking and transferring calls.
- NHS systems desirable.
- MS Word, Outlook, Excel and other relevant software packages.
- Knowledge of / experience from within NHS/General Practice desirable.
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.
