Patient Services Assistant - Birmingham Division

Modality Partnership; Birmingham; On-site; GBP 24,000; Part time

Job summary

A healthcare partnership in Birmingham is seeking a part-time Patient Services Assistant. The candidate will provide patient support, handle administrative tasks, and demonstrate effective communication. Ideal candidates have experience in customer service and knowledge of medical terminology, along with strong problem-solving skills. The role offers £12.21 per hour.

Benefits

Enrolment to the NHS pension scheme

Minimum 27 days annual leave, plus bank holidays

Employee discounts and benefits scheme

Education and career pathways

Qualifications

• Experience in customer service.
• Basic medical terminology knowledge.
• Previous call-handling experience.

Responsibilities

• Support patients with general enquiries and signpost them appropriately.
• Manage appointment bookings and administrative duties.
• Work as part of a team to ensure smooth practice operations.

Skills

Customer service principles and practices

Excellent listening, communication and interpersonal skills

Problem-analysis and problem-solving

Administrative and organisational skills

Ability to handle patients

Computer-literate and adaptable

Tools

MS Word

Outlook

Excel

Job description

Patient Services Assistant - Birmingham Division

Modality Partnership Birmingham Division has a part-time vacancy(35.5 hours per week) , for a Patient Services Assistant (Receptionist) atHillcrest Surgery. Thepostholder will provide support to the patients, doctors, practice manager, andall other members of the extended Primary Care Team, by ensuring smooth runningof the Practice on a day-to-day basis as an integral part of the patientservices team. We are seeking dedicated postholdersto join our team and who can display our CARE values: Commitment,Accountability, Respect and Excellence. Salary for this role is £12.21 per hour,£23,874.88 per annum WTE.

This job is suitable for individuals who are problem-solvers, enjoyinteracting with patients and service-users, have a passion for providing highquality customer service and ensuring patients have a positive experience.

As an employee withus you can benefit from:

Enrolment to the NHS pension scheme

Annual leave minimum 27 days, plus 8days bank holiday pro rata

Employee discounts and benefits scheme

Employee assistance programme (EAP)

Education and career pathways

Enhanced Family friendly policies

Wellbeing support and initiative

If you are interested in learningmore, please read on.

Main duties of the job

The role is an all-rounded, patient facing and back- officeadministration role; we are seeking individuals to join our team who are caring,compassionate and confident, who demonstrate effective communication, excellentcustomer service skills, IT skills, and the ability to support patients withgeneral enquiries and signpost them to the most appropriate team member orservice. The postholder will be a key memberof the practice team, responsible for completing a variety of tasks includingdealing with patient requests i.e. appointment booking, general enquiries inperson and over the telephone, as well as performing a number of administrativeduties.

The role is not aregular 9am-5pm job and is not a pure reception role; the job requiresinnovation, flexibility and commitment and the postholder will be required towork resourcefully as part of the team to ensure tasks are completed.

About us

We are one of thelargest GP super-partnerships in the UK, serving over 450,000 patients and witha workforce of 1500+. We are unique, we are always looking at ways to improveour delivery of services through the implementation of new and innovative solutionsthat we can scale across the organisation. Your job is to work directly withkey stakeholders to help us to harmonise ways of working and improve workingpractices to improve patient and staff satisfaction. Most reception roles focuson patient or customer facing responsibilities. This is a role that will also equipyou with a portfolio of administration skills associated with the reception back-officefunction within Primary Care, to make sustainable changes.

Allemployees are welcomed to enrol in our employee benefits scheme and NHS pensionscheme. We are committed to developing our people through education and careerpathways and who align to our organisational values of CARE.

Modality Partnership is an EqualOpportunities Employer and is committed to ensuring equal employmentopportunities for all our potential applicants in line with the Equality Act,2010.

Job responsibilities

Please refer to thesupporting documents section to retrieve the JD detailing the coreresponsibilities of this role.

You will love thisjob if you have a passion for helping and interacting with patients to provideand process information in response to enquiries. You will also be able toenhance your computer skills by using MS Word, Outlook, Excel and otherrelevant software packages.

If you feel this isthe ideal career and looking for a daily challenge, we welcome an applicationfor you to join our growing team of likeminded people.

The Modality Partnership reserves the right to close this vacancy at anytime during the advertising period.

Pre-employment

As partof recruitment to the Modality Partnership, we will be checking the vaccinationstatus of all new starters so that we can manage individual and environmentalrisks. We will offer support to those who may be undecided about vaccinations.Some vaccinations for certain roles are mandatory, and you will be asked toprovide evidence of this where there is a mandatory requirement.

Right towork checks

Allapplicants invited for interview will need to prove their right to work in theUK at the interview stage.

References

Referencesmust be secured prior to beginning employment, one must be your current or mostrecent employer.

Employmenthistory

You mustnotify us of any employment gaps of 6 weeks or more.

Person Specification

Knowledge

• 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.

Skills

• 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

• 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.

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.