Senior Patient Services Assistant

3 days ago

Walsall, United Kingdom Modality Partnership Full time

Modality Partnership Walsall Division has a full-time vacancy for a Senior Patient Service Assistant. The post holder will be a high performing team leader, working at St Johns Medical Centre within Modality Walsall Division to provide support to ensure the smooth and effective day to day running of the reception team. We are seeking dedicated post holders to join our team and who can display our CARE values: Commitment, Accountability, Respect and Excellence.

This job is suitable for individuals who are career driven and have a passion for working in an agile manner. Managing a team of individuals and working closely with the site Manager and Clinical Lead, the Senior PSA will ensure the smooth running of the day-to-day patient facing and back-office function of the practice reception area to ensure our 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.

**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.
- **Please note: 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, leadership and operational role which includes the line management of the team and a degree of patient-facing requirements. The postholder will need to be committed to providing high quality reception, administration, and support services, engaging with patients/clients confidently, providing advice and proactively signposting patients and clients to the most appropriate clinician/service. The post holder will work alongside the PSAs, interact with patients to provide, and process information in response to enquiries, concerns and requests about NHS/practice services. The post holder will also support the team when a PSA is unable to respond to patient issues and support a satisfactory outcome.

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 the PSAs/Care Navigators to help the practice harmonise ways of working and improve working practices to improve patient and staff satisfaction. This is a role that will equip you with basic leadership and operational skills to support your career development within general practice and position you well for a Practice Manager role.

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 delivering high quality patient services, thinking outside the box, managing a small team of individuals and you are able to de-escalate conflict and manage stressful situations whilst supporting along with the team to deliver high quality customer service.

You may not enjoy this job if you are seeking a role in which you are not a first point of contact to deal with issues which may be escalated by the PSA, and you are comfortable with more traditional ways of working.

*PLEASE NOTE ALL APPLICANTS INVITED TO ATTEND AN INTERVIEW WILL BE REQUIRED TO PROVE THEIR RIGHT TO WORK IN THE UK AT THE INTERVIEW STAGE*

**Qualifications**

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

- Educated to NVQ Level 2 or equivalent experience.

**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 - desirable

Previous call-handling experience - desirable

**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 deme

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