Patient Services Assistant - Birmingham Division

NHS; Tipton; On-site; GBP 60,000 - 80,000; Part time

Job summary

A prominent health services provider in Birmingham is looking for a Patient Services Assistant. This role involves supporting patients and healthcare teams with day-to-day operations, requiring excellent communication and problem-solving skills. Candidates should possess administrative skills and a good understanding of customer service principles. The position offers flexibility in working hours and involvement in patient care, contributing to a positive patient experience.

Benefits

Enrolment in NHS pension scheme

Minimum 27 days annual leave

Employee discounts and benefits

Employee assistance programme

Education and career pathways

Qualifications

• Experience in customer service and handling patients.
• Ability to follow policies, practices and protocols.
• Understanding of basic medical terminology.

Responsibilities

• Provide support to patients and doctors.
• Handle appointment bookings and patient enquiries.
• Perform administrative duties for effective practice operation.

Skills

Excellent listening, communication and interpersonal skills

Problem-analysis and problem-solving

Administrative and organisational skills

Stress tolerance

Computer-literate and adaptable in using different software

Tools

MS Word

Outlook

Excel

Job description

Patient Services Assistant - Birmingham Division

Modality Partnership Birmingham Division has a part-time/full-timevacancy (16-37.5 hours per week), for a Patient Services Assistant(Receptionist) at Black Country Family Practice. The postholder will provide support tothe patients, doctors, practice manager, and all other members of the extendedPrimary Care Team, by ensuring smooth running of the Practice on a day-to-daybasis as an integral part of the patient services team. We are seeking dedicated postholders to join our team and who candisplay 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

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.

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.

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.