Patient Services Assistant

We are seeking a full-time Senior Patient Services Assistant to join Smethwick Medical Centre. This is more than a traditional reception role, you will be a high-performing team leader supporting both patient-facing and back-office functions while ensuring the smooth day-to-day running of the reception team. Working closely with the Site Manager and Clinical Lead, you will line manage the Patient Services Assistant (PSA) team, support service improvements, and help create a positive patient experience. This role offers excellent development opportunities and will help build the leadership and operational skills needed for future progression, including Practice Manager roles. At Modality Partnership, we live by our CARE values Commitment, Accountability, Respect and Excellence and we are looking for individuals who bring these values to life every day. Why Join Us?

• NHS pension scheme
• Minimum 27 days annual leave + 8 bank holidays (pro rata)
• Employee discounts and benefits
• Employee Assistance Programme (EAP)
• Career development pathways
• Enhanced family-friendly policies
• Flexible working options
• Wellbeing support initiatives
Main duties of the job This is a combined leadership and operational role. You will:
• Line manage and support the PSA team to deliver high-quality reception and administrative services
• Ensure the smooth running of patient-facing and back-office functions
• Confidently handle and support complex or escalated patient queries
• Proactively signpost patients to the appropriate clinician or service
• Promote consistent ways of working to improve patient and staff satisfaction
• Use digital systems and MS Office applications effectively, 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. 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. If you are looking for a rewarding opportunity where you can lead, innovate, and make a meaningful difference to both patients and colleagues, we want to hear from you. Apply now and take the next step in your leadership journey with Modality Partnership. Pre-employment Requirements
• Vaccinations: Vaccination status will be reviewed for risk management purposes. Some vaccinations are mandatory where applicable.
• Right to Work: Proof of UK working eligibility required at interview stage. Sponsorship is not available for this role.
• References: Two references required prior to employment, including your current or most recent employer.
• Employment History: Any employment gaps of 6 weeks or more must be explained.
  
  If you are passionate about leading teams, delivering excellent patient service, and embracing innovation and technology, we want to hear from you., Proven experience in administrative or operational roles within healthcare or primary care
• Strong organisational skills and the ability to prioritise and manage competing workloads
• Effective communication and leadership skills to support teams and stakeholders
• Ability to work flexibly, think innovatively, and deliver solutions to improve day-to-day processes
• Experience collaborating with multiple teams, divisions, or boards to achieve strategic objectives
You will need to remain calm under pressure, de-escalate conflict where required, and lead by example in delivering excellent customer service. If you are looking for a rewarding opportunity where you can lead, innovate, and make a meaningful difference to both patients and colleagues, we want to hear from you. Apply now and take the next step in your leadership journey with Modality Partnership.,
• Customer service principles and practices
• Basic medical terminology
• Reception protocols
• Basic telephone call management, including taking and transferring calls
• MS Word, Outlook, Excel, and other relevant software packages
Desirable
• Knowledge of / experience from within NHS/General Practice
• Previous call-handling experience
• Basic HR knowledge
• NHS systems
Skills Essential
• 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 (both on the telephone and in person) who may be angry, upset, or distressed
• Computer-literate and adaptable in using different software, 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
Qualifications Essential
• NVQ Level 2 or equivalent experience
Person Specification Knowledge Essential
• Customer service principles and practices
• Basic medical terminology
• Reception protocols
• Basic telephone call management, including taking and transferring calls
• MS Word, Outlook, Excel, and other relevant software packages
Desirable
• Knowledge of / experience from within NHS/General Practice
• Previous call-handling experience
• Basic HR knowledge
• NHS systems
Skills Essential
• 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 (both on the telephone and in person) who may be angry, upset, or distressed
• Computer-literate and adaptable in using different software, 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, NVQ Level 2 or equivalent experience
  
  Our Birmingham practices are part of Modality Partnership, one of the UKs largest GP super-partnerships, serving over 500,000 patients with a workforce of more than 1,800 staff.
We continuously innovate to improve patient care and staff experience, embracing digital tools and automation to enhance how services are delivered. In this role, you will develop a strong mix of leadership, digital, and operational skills while contributing to service improvement across the division. All employees have access to clear career development pathways. We value diversity and are proud to be an Equal Opportunities Employer, committed to fair treatment in line with the Equality Act 2010.