Patient Services Assistant - KFP Walsall Division

Modality Partnership Walsall Division has full and part time vacancies for a Patient Services Assistant (Receptionist) at New Invention, Pleck, Harden & Blakenhall, Darlaston, Collingwood, St Johns, Kingfisher Berkley and Keys Family Practice. The postholder will work across sites within the Walsall Division of the Modality Partnership. 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

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

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.

Job Description

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 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.

*ALL APPLICANTS MUST PROVE THEIR RIGHT TO WORK IN THE UK AT INTERVIEW STAGE*

Person Specification: What are the minimum requirements all candidates need to meet?

Qualifications and Experience:

We require high performing team members to join our team with:

Knowledge

Customer service principles and practices Basic medical terminology

Reception protocols

Basic 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 Previous call handling experience

Skills

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

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

Job Types: Full-time, Part-time
Part-time hours: 20-37.5 per week

Salary: £10.42 per hour

Benefits:

• Cycle to work scheme
• Sick pay
• Wellness programme

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Walsall, WS2 0BA: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Application deadline: 14/05/2023