Job summary
Modality LLP has a full time vacancy for Patient Services Assistants (Receptionist). The postholder will work at Modality Attwood Green and across Modality LLP sites. 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.
The job is not suitable to people who are not resilient to working in a fast-paced environment, working flexibly in line with ever changing demands in Primary Care and the wider NHS or prefer a more traditional receptionist role.
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.
The Modality Partnership reserves the right to close this vacancy at any time during the advertising period.
Main duties of the job
To
interact with patients to provide and process information in response to
enquiries, concerns and requests about NHS outpatient and private services
To ensure
that all patients have a positive experience
To work
as part of the community/private services team in a professional manner
providing high quality reception, administration and support services to all
clients, visitors, clinicians and allied health professionals
To
follow all relevant standard operating policies, procedures and protocols to ensure
working in an efficient and courteous manner at all times
To
provide a professional call-handling service and associated administration
duties
To
ensure that cash/card payments are handled in line with service/organisational
protocols
To embed
and sustain an ethos of care navigation throughout the team, providing advice
and guidance and signposting patients to the most appropriate clinician/service
To record all essential information accurately and efficiently
About us
Modality LLP is a provider of NHS community outpatient services within a number of regions across the UK.
Our service offer and expertise includes:
- 14 years of experience of delivering community outpatient services
- Contracts with CCGs and hospital providers
- A diverse clinical workforce of consultants, GPs with extended roles, specialist nurses and allied health professionals
- Delivery of over 100,000 patient consultations per year
- Delivery of 1st consultations within a maximum of 4 weeks from referral from a choice of community locations, 7 days per week
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.
You will not enjoy
this job if you are looking for a repetitive working schedule and are
comfortable with more traditional ways of working.
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 LLP, 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.
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.
You will not enjoy
this job if you are looking for a repetitive working schedule and are
comfortable with more traditional ways of working.
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 LLP, 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.
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.
