Trinity Medical Centre Wakefield

We are currently looking for a Patient Services Adviser to join the friendly team at Trinity Medical Centre to cover a period of Maternity.
This exciting and rewarding opportunity has arisen to become part of the team at a large practice and to help the practice maintain a gold standard level of customer service and patient engagement.
The post holder will be primarily responsible for all aspects of customer service from courtesy calls to patients to drafting responses to c...omplaints and everything in between.
The practice encourages a high level of customer service from all staff at every level and we are looking for someone to ensure this standard is maintained. We would like someone who is positive and pro-active whilst also being able to be sympathetic and understanding.
We need someone who is able to actively promote the surgery and the services we offer and is also able to maintain a high level of engagement with patients and collecting feedback where appropriate to report to the rest of the practice.
As well as being a key contact for both staff and patients, the ideal candidate will be able to forge strong links with the Patient Participation Group, our newly formed volunteers group and other local community services and providers to ensure the practice remains at the heart of the community.
Other tasks will include support for the access team to ensure that patients are always able to access the appropriate services and ad-hoc administration support.
The ideal candidate will have excellent oral and written communication skills as well as being able to manage a range of software and platforms including social media. Experiecne within a PR or PA position previously will be considered.
This is a full time position of 37.5 hours per week Monday to Friday.
In addition to the salary and the excellent staff team that you would be part of, we also offer 6 weeks holiday pro-rata and the option to be included in the NHS Pension Scheme.
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The Job: Reception staff are the forefront of the surgery and the first person that patients will often interact with. Reception staff are required to greet patients in person and over the phone, care navigate their requirements to ensure they receive the most appropriate services available, book appointments and communicate with other practice staff as required. Receptionists will receive training to generate prescriptions and deal with prescription queries. Continuous train...ing is provided both in-house and externally both on the job and with protected learning time.
The Practice: Trinity Medical Centre is a large city centre practice with over 23,000 registered patients. We have 15 GP’s, regular GP Trainees as well as a large staff of ANP’s, Nurses, HCA’s and non-clinical staff and volunteers. All clinical staff work across both sites as do our reception staff. The branch site, Sandal Castle Medical Centre, is a smaller surgery based on the Asda complex near Sandal. Both surgeries are also host to a number of external organisations running their own clinics. Whilst we are a very big practice, we grew from a very small practice and ensure our staff are valued exactly the same way.
The Individual: Previous surgery experience and knowledge of SystmOne is desirable but not essential. Care Navigation will play a large part in this role so individuals should be confident speaking to patients and able to communicate professionally and effectively. Personal development is encouraged so a positive attitude towards learning and improving knowledge and skills is required. Dedication to practice policies and values is essential; the practice strives to provide a high standard of patient care, both clinical and non-clinical. Experience of conflict resolution and difficult situations is beneficial and individuals should be able to display empathy and compassion.
The Location: You will be required to work across Trinity Medical Centre and also at the branch surgery, Sandal Castle Medical Centre. Both surgeries have staff parking and are both on main public transport routes.
The Hours: A minimum of 24 per week, with shifts between the hours of 7.30am and 6.30pm, Monday – Friday and 9am – 1pm Saturday. Overtime will regularly be required but notice will be given as far in advance as possible.
The Benefits: Staff are automatically enrolled into the NHS pension scheme. Staff are also entitled to 6 weeks annual leave + bank holidays. Various other benefits available to NHS staff are also made available to employees within GP surgeries.
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