• Job Description

  Req#: E0281-24-0036?language=en&page=648&sort=publicationDateDesc

  Job summary

  Modality Partnership Birmingham Division has a full-time/part time position for a Patient Services Assistant (Receptionist) at Smethwick Medical Centre and Black Country Family Practice. The postholder will work cross sites when required within the Birmingham 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.

  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

  Family friendly policies

  Flexible working

  Wellbeing support

  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.

  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.

  Date posted

  21 February 2024

  Pay scheme

  Other

  Salary

  £10.63 an hour

  Contract

  Permanent

  Working pattern

  Full-time, Part-time

  Reference number

  E0281-24-0036

  Job locations

  Smethwick Medical Centre

  Regent Street

  Smethwick

  West Midlands

  B66 3BQ

  
  

  Black Country Family Practice

  Sedgley Road West

  Tipton

  West Midlands

  DY4 8PX

  
  

  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.

  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.

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

  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.

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

  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.

  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

  Smethwick Medical Centre

  Regent Street

  Smethwick

  West Midlands

  B66 3BQ

  
  

  Employer's website

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

  Employer details

  Employer name

  Modality Partnership

  Address

  Smethwick Medical Centre

  Regent Street

  Smethwick

  West Midlands

  B66 3BQ

  
  

  Employer's website

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

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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