Job Description

Job Overview

Modality Partnership

AWC

Division has a full-time vacancy for a Patient Contact Assistant. The postholder will be a high performing employee who will work as part of a multi-disciplinary team at Silsden Medical Practice. We are seeking dedicated postholders to join our team, who can display our CARE values: Commitment, Accountability, Respect and Excellence. Salary for this role is 23,874.88 per annum WTE.

This job is suitable for individuals who have a passion for working in health care, and who are committed to making real changes to the health care services provided within Primary Care to improve patient care.

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

Enhanced Family friendly policies

Flexible working

Wellbeing support and initiative

If you are interested in learning more, please read on.

Main duties of the job

The role is as part of the Patient Contact Team, providing high quality phone, administration and support services to patients and allied professionals. We are seeking individuals who are caring, compassionate and confident, who demonstrate effective communication, excellent customer service and IT skills. Candidates should possess 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, dealing with patient requests i.e. appointment booking and general enquiries over the telephone.

The role is not a regular 9am-5pm job; the job requires innovation, flexibility, and commitment. 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.

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

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

Please refer to the supporting documents section to retrieve the JD detailing the core responsibilities of this role.

To interact with patients to provide and process information in response to enquiries, concerns and requests about practice and appropriate external services.

To ensure that all patients have a positive experience.

To work as part of the Patient Contact Team in a professional manner providing high quality phone, administration and support services to all patients, and allied health professionals.

To follow all relevant standard operating policies, procedures and protocols to ensure working in an efficient and courteous manner at all times.

To provide a professional call-handling service and associated administration duties.

To embed and sustain an ethos of care navigation throughout the team, providing advice and guidance and signposting patients to the most appropriate clinician/service.

To record all essential information accurately and efficiently.

Key Duties & Responsibilities

To answer incoming patient phone calls, in a welcoming and professional manner and to act as a point of contact between patients, GPs, healthcare professionals, Partners and Practice staff.

To engage with patients, provide advice and proactively signpost them to the most appropriate clinician/service (care navigation) as per agreed protocol.

To deal with any verbal queries, concerns or complaints from patients, in a professional manner and to escalate to the Patient Experience Officers where appropriate.

To identify callers as requiring an immediate emergency response and refer to appropriate clinician, emergency ambulance service or A&E department.

To take telephone requests from patients and accurately record all essential information on the clinical system.

To answer/make telephone calls in a professional manner, ensuring important/appropriate information is documented, and redirected accordingly and to accurately take messages.

To provide accurate and up to date information to answer the enquiries of patients, where necessary seeking the advice of others, and responding to and/or redirecting all patient requests accordingly.

To deal with general enquiries from patients regarding medication.

To accurately maintain and update appointment systems, booking in patients in line with Practice appointments procedures.

To promote patient digital access system and patient online access.

To maintain patient and staff confidentiality at all times including outside of the work environment working within reference to the Data Protection Act 2018, Caldicott Guidelines and GDPR requirements.

To notify the Patient Contact Team Leader of any faulty equipment or IT/equipment failures.

To attend meetings as required e.g., team meetings, and PLT sessions.

To provide guidance and training to new members of staff to help them achieve their objectives.

To advise the Patient Contact Team Leader of any problems and take appropriate action as directed.

To undertake any other duties commensurate with the scope of the role and within the post holder's skillset as requested.

To adhere to Modality Partnership's procedure for the completion of all relevant Mandatory Training.

To ensure learning from individually attended training sessions is cascaded to all members of the team.

To participate in extended hours, work as required by the organisation.

Adhering to Modality Partnership's policies and procedures when processing medical reports including solicitor/insurance/safeguarding requests.

NB: This job description outlines the key duties that are expected of you within the role of Patient Contact Assistant, acting in the capacity of front-of-house, face-to-face or back-of-house telephonist, although is not an exhaustive list. It may be amended in line with experience, business requirements and as a result of any future organisational change.

If you feel this is the ideal opportunity for you and you want to rise to the challenge, we welcome an application from you to join our growing team of likeminded people.

Please note: Modality Partnership reserves the right to close this vacancy at any point during the recruitment stage.

Pre-employment

Vaccinations

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.

Right to work checks

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

References

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

Employment history

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

Person Specification:

What are the minimum requirements all candidates need to meet?

Knowledge:

Customer service principles and practices.

Previous call-handling experience.

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 - desirable.

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 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 unforeseen events during a shift.

Demonstrates flexibility towards new working practices and towards working hours.

Job Types: Full-time, Permanent

Pay: 12.21 per hour

Expected hours: 37.5 per week

Benefits:

Company pension Cycle to work scheme Health & wellbeing programme
Work Location: In person

Application deadline: 06/06/2025