Job summary
Modality Partnership St Helens Division has a full-time vacancy, for a
Patient Services Assistant (Receptionist) at Haydock Medical Centre. 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
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.
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.
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 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.
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
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.
