Senior Patient Services Assistant - Mirfield Surgery

NHS; Birmingham; On-site; GBP 20,000 - 30,000; Part time

Job summary

A leading healthcare provider in Birmingham is seeking a part-time Senior Patient Service Assistant to support the reception team. Responsibilities include managing day-to-day patient-facing operations and ensuring high-quality service delivery. Ideal candidates will have strong communication skills, experience in a healthcare setting, and a commitment to exemplary patient service. Benefits include NHS pension enrollment and generous annual leave.

Benefits

NHS pension scheme

Annual leave minimum 27 days, plus 8 bank holidays

Employee discounts and benefits scheme

Employee assistance programme (EAP)

Education and career pathways

Enhanced family-friendly policies

Wellbeing support and initiatives

Qualifications

• Knowledge of the primary care environment, specifically General Practice.
• Knowledge of customer service principles and practices.
• Experienced with medical systems is desirable.

Responsibilities

• Provide high-quality reception and administrative support.
• Engage with patients, provide advice and process instructions.
• Manage a small team to improve patient services.

Skills

Effective written and verbal communication

Critical analysis and problem-solving

Conflict de-escalation

Interpersonal skills

Education

NVQ Level 2 or equivalent experience

Tools

Microsoft Office (Word, Excel, Outlook)

SystmOne or Emis

Job description

Modality PartnershipBirmingham Division has a part-time vacancy, 24 hours per week - this includesa Friday, for a Senior Patient Service Assistant. The post holder will be a high performing team leader,working at Mirfield Surgery toprovide support to ensure the smooth and effective day to day running ofthe reception team.

We are seeking dedicatedpost 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 havea passion for working in an agile manner.Managing a team of individuals and working closely with the site Managerand Clinical Lead, the Senior PSA will ensure the smooth running of the day-to-day patient facingand back-office function of the practice reception area to ensure our patientshave a positive experience.

As an employee withus 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

Wellbeing support and initiative

If you areinterested in learning more, please read on.

Main duties of the job

The role is an all-rounded,leadership and operational role which includes the line management of the team anda degree of patient-facing requirements.The postholder will need to be committed to providing high qualityreception, administration, and support services, engaging with patients/clientsconfidently, providing advice and proactively signposting patients and clientsto 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 aboutNHS/practice services. The post holder will also support the team when a PSA isunable to respond to patient issues and support a satisfactory outcome.

Your job is towork directly with the PSA team to help the practice harmonise ways of workingand improve working practices to improve patient and staff satisfaction. Thisis a role that will equip you with basic leadership and operational skills tosupport your career development within general practice and position you wellfor a Practice Manager role.

The postholderwill also need to be proficient in MS applications including Outlook, Excel andWord and other related software packages.

About us

We are one ofthe largest GP super-partnerships in the UK, serving over 450,000 patients andwith a workforce of 1500+. We are unique,we are always looking at ways to improve our delivery of services through theimplementation of new and innovative solutions that we can scale across theorganisation.

All employeesare welcomed to enrol in our employee benefits scheme and NHS pension scheme.We are committed to developing our people through education and career pathwaysand who align to our organisational values of CARE.

ModalityPartnership is an Equal Opportunities Employer and is committed to ensuringequal employment opportunities for all our potential applicants in line withthe Equality Act, 2010.

Job responsibilities

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

You will lovethis job if you have a passion for delivering high quality patient services, thinkingoutside the box, managing a small team of individuals and you are able to de-escalateconflict and manage stressful situations whilst supporting along with the teamto deliver high quality customer service.

If you feelthis is the ideal career advancing opportunity for you and you want to rise tothe challenge, we welcome an application for you to join our growing team oflikeminded people.

Please note: The Modality Partnershipreserves the right to close this vacancy at any time during the advertisingperiod.

Pre-employment

As part of recruitment to the Modality Partnership, we willbe checking the vaccination status of all new starters so that we can manageindividual and environmental risks. We will offer support to those who may beundecided about vaccinations. Some vaccinations for certain roles aremandatory, and you will be asked to provide evidence of this where there is amandatory requirement.

Right to work checks

All applicants invited for interview will need to prove theirright to work in the UK at the interview stage.

We are not able to offer sponsorship for this role

References

References must be secured prior to beginning employment, onemust be your current or most recent employer.

Employment history

You must notify us of any employment gaps of 6 weeks or more.

Person Specification

Knowledge

• Knowledge of the primary care environment, with specific reference to General Practice.
• Knowledge of customer service principles and practices
• Experienced with medical systems (e.g. SystmOne or Emis) is desirable
• Basic knowledge of HR and personnel management

Skills

• Effective written and verbal communication skills
• Critical analysis and problem-solving
• Able to de-escalate conflict and manage stressful situations
• Good interpersonal skills including good listening skills and a good telephone manner

Qualifications

• Educated to NVQ Level 2 or equivalent experience.
• Proficient in key Microsoft Office applications e.g., Word, Excel, Power Point, Outlook

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.