Patient Services Assistant

**Job Overview**

**Modality Partnership Birmingham Division** has full time vacancy for a Patient Services Assistant (Receptionist). The postholder will work at Black Country Family Practice 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.

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.

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.

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.

**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 un