Description
Job summary
Are you looking for a part time role with a great deal offlexibility?
Are you meticulous in your attention to detail and enjoyworking to deadlines?
Do you have a passion for improving service delivery andquality improvement?
If so, then we are keen to hear from you for an excitingopportunity within the Operations Team, based at our Kingston CrescentSurgery. As Operations Support Assistant, you will predominantly bedealing with complaints, compliments and patient feedback to thepractice. The post can be demanding at times, but can bring great jobsatisfaction, as you will have crucial input into improving the experiences andoutcomes for our patients.
Sponsorship is not offered.
Main duties of the job
An exciting opportunity has arisen to join the Operations Team, basedat our Kingston Crescent Surgery as Operations Support Assistant!
If you have a passion for finding the root cause of an issue and canmake an unbiased decision from an investigation, then we are keen to hear fromyou.
You will be dedicated to providing a high-quality service and qualityimprovement for patients and their families/carers by supporting the resolutionof concerns and complaints, in line with NHS guidance.
You will be predominantly responsible for dealing with the complaintsand ensuring ongoing communication and effective engagement of all partiesinvolved in the process.
As part of your role, you will also be required to take part inreflective learning and contribute to the smooth running of the Operationsdepartment through administrative support.
The role requiresattention to detail and the post holder must be able to reprioritise theirworkload regularly and proactively. The post can be challenging but is highlyrewarding as you will have crucial input into improving the experiences andoutcomes for our patients and their families/carers. Working closely with theOperations Lead, you will have lots of support and training available to you.
Please be aware, this is not a patient facing role, and will require resilience.
About us
Portsdown Group Practice covers thewhole of Portsmouth from postcodes PO1 to PO7.We operate from 6 surgeries: Cosham Park House (PO6 3BG), Crookhorn Lane(PO7 5XP, Heyward Road (PO4 0DY), Kingston Crescent (PO2 8AL), Paulsgrove (PO64HJ), and Somerstown (PO5 4EZ).
We are our own Primary Care Network(PCN). We have Clinical Partners, Salaried GPs and a comprehensive Nursing andextended clinical team overseen by our Clinical Team Manager. The team consistsof Nurse / Paramedic Practitioners, Registered Nurses, HCAs, MSKPhysiotherapists, Podiatrist, Dietitian, Social Prescribers and CareCo-ordinators. The Pharmacy team consists of Clinical Pharmacists and PharmacyTechnicians.
The Practice is well established, financiallysecure and successful. Over the last few years, we have earned maximum QOFpoints.
Job description
Job responsibilities
PLEASE ENSURE YOU READ OUR COMPREHENSIVE VACANCY PACK AND JOB DESCRIPTION TO THE RIGHT. THIS WILL PROVDE YOU WITH FURTHER INFORMATION ON THE ROLE, AND ENABLE YOU TO COMPLETE YOUR ONLINE APPLICATION.
Job description
Job responsibilities
PLEASE ENSURE YOU READ OUR COMPREHENSIVE VACANCY PACK AND JOB DESCRIPTION TO THE RIGHT. THIS WILL PROVDE YOU WITH FURTHER INFORMATION ON THE ROLE, AND ENABLE YOU TO COMPLETE YOUR ONLINE APPLICATION.
Person Specification
Experience
Essential
- Minimum 5 years experience in a work environment
- Experience in dealing with challenging or difficult circumstances that you can evidence in your application
- Significant experience of working in a patient, public or customer facing role.
- Experience of dealing with NHS complaints
- Experience in verbal and written complaint responses
Essential
- Highly motivated
- Takes pride in day-to-day work
- Excellent customer service skills
- Proactive problem-solving skills
- Excellent IT skills with strength in Microsoft Excel
- High attention to detail
- Excellent planning skills and the ability to respond to time frames and deadlines
- Confident and willing to appropriately debate or negotiate where necessary
- Positive attitude with customer service as a core value
- Highly organised in managing own workload
- Able to act on own initiative when required
Essential
- Excellent achievement in English GCSE or equivalent
- Customer Service qualification or equivalent
- Proficient keyboard skills
- NHS Complaints Training
Essential
- Excellent achievement in English GCSE or equivalent
- Customer Service qualification or equivalent
- Proficient keyboard skills
- NHS Complaints Training
Essential
- Customer Service
- Complaints Management
- NHSE Complaints timeframes
- Knowledge of patient advocacy services
- Significant Event Understanding
Person Specification
Experience
Essential
- Minimum 5 years experience in a work environment
- Experience in dealing with challenging or difficult circumstances that you can evidence in your application
- Significant experience of working in a patient, public or customer facing role.
- Experience of dealing with NHS complaints
- Experience in verbal and written complaint responses
Essential
- Highly motivated
- Takes pride in day-to-day work
- Excellent customer service skills
- Proactive problem-solving skills
- Excellent IT skills with strength in Microsoft Excel
- High attention to detail
- Excellent planning skills and the ability to respond to time frames and deadlines
- Confident and willing to appropriately debate or negotiate where necessary
- Positive attitude with customer service as a core value
- Highly organised in managing own workload
- Able to act on own initiative when required
Essential
- Excellent achievement in English GCSE or equivalent
- Customer Service qualification or equivalent
- Proficient keyboard skills
- NHS Complaints Training
Essential
- Excellent achievement in English GCSE or equivalent
- Customer Service qualification or equivalent
- Proficient keyboard skills
- NHS Complaints Training
Essential
- Customer Service
- Complaints Management
- NHSE Complaints timeframes
- Knowledge of patient advocacy services
- Significant Event Understanding
Employer details
Employer name
Portsdown Group Practice
Address
Kingston Crescent Surgery
92 Kingston Crescent
Portsmouth
PO2 8AL
Employer's website
About Portsdown Group Practice
The Portsdown Group Practice offers general practitioner primary care services to patients living in and around Portsmouth under contracts with NHS England and local clinical commissioning groups.