service manager Keighley, England
Job description
Modality Partnership AWC Division has a full-time for a Senior Patient Service Assistant. The post holder will be a high performing team leader, working at Farfield Surgery practice within Modality AWC division to provide support to ensure the smooth and effective day to day running of the reception team.
This job is suitable for individuals who are career driven and have a passion for working in an agile manner. Managing a team of individuals and working closely with the site Manager and Clinical Lead, the Senior PSA will ensure the smooth running of the day-to-day patient facing and back-office function of the practice reception area to ensure our 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.
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, leadership and operational role which includes the line management of the team and a degree of patient-facing requirements. The postholder will need to be committed to providing high quality reception, administration, and support services, engaging with patients/clients confidently, providing advice and proactively signposting patients and clients to 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 about NHS/practice services. The post holder will also support the team when a PSA is unable to respond to patient issues and support a satisfactory outcome.
The postholder will also need to be proficient in MS applications including Outlook, Excel and Word and other related software packages.
About us
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 the PSA to help the practice harmonise ways of working and improve working practices to improve patient and staff satisfaction. This is a role that will equip you with basic leadership and operational skills to support your career development within general practice and position you well for a Practice Manager role.
Job description
Job responsibilities
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 delivering high quality patient services, thinking outside the box, managing a small team of individuals and you are able to de-escalate conflict and manage stressful situations whilst supporting along with the team to deliver high quality customer service.
You may not enjoy this job if you are seeking a role in which you are not a first point of contact to deal with issues which may be escalated by the PSA, and you are comfortable with more traditional ways of working.
If you feel this is the ideal career advancing opportunity for you and you want to rise to the challenge, we welcome an application for you to join our growing team of likeminded people.
We are seeking dedicated post holders to join our team and who can display our CARE values: Commitment, Accountability, Respect and Excellence.
Person Specification
Qualifications
Desirable
- Educated to NVQ Level 2 or equivalent experience.
- Proficient in key Microsoft Office applications e.g., Word, Excel, Power Point, Outlook
Experience
Desirable
- 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
Essential
- 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
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.
Employer Details
Employer name
Modality Partnership
Location
Farfield Group Practice
West Lane
Keighley
West Yorkshire
BD21 2LD
Job Types: Full-time, Permanent
Salary: £12.00 per hour
Benefits:
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- Sick pay
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Keighley, BD21 2LD: reliably commute or plan to relocate before starting work (required)
Work Location: In person
Application deadline: 10/08/2023
