Patient Services Assistant

Modality Partnership Birmingham Division has a full time and part time position for a Patient Services Assistant (Receptionist) working at Enki Medical Centre 1 x 37.5 and 1 x 20 hours. 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.

**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.
- To receive and greet patients, clients and visitors to the Practice in a welcoming and professional manner and to act as a point of contact between patients, clients, visitors, GPs, healthcare professionals, Partners and Practice staff.
- To act as a chaperone for Doctors as requested
- To engage with patients/clients, provide advice and proactively signpost them to the most appropriate clinician/service (care navigation) as per agreed protocol.
- To deal with any verbal queries, concerns or complaints from patients, clients or visitors in a professional manner and to escalate to the Patient Services Manager as appropriate.
- To identify callers or patients who may present in person as requiring an immediate emergency response and refer to appropriate clinician, emergency ambulance service or A&E department.
- To take telephone and online requests from patients and accurately record all essential information on the clinical system.
- To answer/make telephone calls in a professional manner, ensuring important/appropriate information is documented and redirected accordingly and to accurately take messages.
- To provide accurate and up to date information to answer the enquiries of patients, clients and visitors, where necessary seeking the advice of others, and responding to and/or redirecting all patient and visitor requests accordingly
- To deal with general enquiries from patients regarding medication
- To accurately maintain and update appointment systems, booking in patients and visitors in line with Practice appointments and visitor procedures
- To arrange for an ambulance for patients as and when requested by a clinician
- To receive and receipt cash and cheques from patients and clients for non-NHS services in line with Modality procedures.
- To receive paperwork associated with requests from outside agencies (e.g. insurance/ travel cancellation forms) informing patients of cost and directing to the appropriate department
- To undertake registrations/deductions of patients at the Practice following Modality procedures including receiving and checking forms, p