Modality Partnership

Patient Services Assistant- AWC Division

This job is now closed

Job summary

Modality Partnership AWC Division has a full time & part time vacancies, for a Patient Services Assistant (Receptionist) at multiple sites with the AWC Division. The postholder will provide support to the patients, doctors, practice manager, and all other members of the extended Primary Care Team, by ensuring smooth running of the Practice on a day-to-day basis as an integral part of the patient services team. 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 and initiative

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.

The role is not a regular 9am-5pm job and is not a pure reception role; the job requires innovation, flexibility and commitment and the postholder will be required to work resourcefully as part of the team to ensure tasks are completed.

About us

Overview of your organisation

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.

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.

Date posted

17 September 2024

Pay scheme

Other

Salary

£11.44 an hour

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

E0281-24-0168

Job locations

Cross Hills Group Practice

Holme Lane

Cross Hills

Keighley

West Yorkshire

BD20 7LG

Holycroft Surgery

Oakworth Road

Keighley

West Yorkshire

BD21 1SA

Long Lee Surgery

Long Lee Lane

Keighley

West Yorkshire

BD21 4TT

Farfield Group Practice

West Lane

Keighley

West Yorkshire

BD21 2LD

Silsden & Steeton Medical Practice

Elliott Street

Silsden

Keighley

West Yorkshire

BD20 0DG

Fisher Medical Centre

Coach Street

Skipton

North Yorkshire

BD23 1EU

Haworth Medical Practice

Heathcliffe Mews

Haworth

Keighley

West Yorkshire

BD22 8DH

Kilmeny Surgery

50 Ashbourne Road

Keighley

West Yorkshire

BD21 1LA

Oakworth Medical Practice

Lidget

Oakworth

Keighley

West Yorkshire

BD22 7HN

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

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 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

Vaccinations

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.

Persona 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 (both on the telephone and in person) who may be angry, upset or distressed.
Computer-literate and adaptable in using different software.

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.

Persona 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 (both on the telephone and in person) who may be angry, upset or distressed.
Computer-literate and adaptable in using different software.

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.

Employer details

Employer name

Modality Partnership

Address

Cross Hills Group Practice

Holme Lane

Cross Hills

Keighley

West Yorkshire

BD20 7LG

Employer's website

https://www.modalitypartnership.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Modality Partnership

Address

Cross Hills Group Practice

Holme Lane

Cross Hills

Keighley

West Yorkshire

BD20 7LG

Employer's website

https://www.modalitypartnership.nhs.uk/ (Opens in a new tab)