Digital Patient Services Navigator – Flexible Hours

Modality Partnership; Rottingdean; Hybrid; GBP 21,000 - 25,000; Full time

Benefits offered by this job

27 days annual leave + 8 bank holidays

Employee discounts and benefits

Employee Assistance Programme (EAP)

Career development and education

Flexible working options

Job summary

Modality Partnership in the East Surrey division is recruiting a Patient Services Assistant to join Smallfield Surgery and Birchwood Surgeries. You will be pivotal in delivering a digitally advanced patient experience, handling inquiries, and guiding patients through online services.

The role blends front-line and back-office work with flexible/hybrid options, supporting clinicians and staff using digital tools and automation to improve care delivery.

Qualifications

• This is a dynamic, patient-facing role that combines front-line and back-office duties with digital tools.
• Candidates should be comfortable using digital triage and care navigation protocols.
• Experience in a healthcare or customer-service environment is beneficial.

Responsibilities

• Welcome patients professionally and be a key contact for clinicians and staff.
• Engage with patients, provide advice, and signpost to the appropriate service using digital triage.
• Manage telephone/online/in-person requests and record information accurately.
• Respond to queries or concerns and escalate to the Patient Services Manager when needed.
• Identify emergencies and escalate promptly to clinicians or emergency services.
• Assist patients with medication enquiries, registrations, and non-NHS payments as required.
• Chaperone when required by clinician/patient.

Skills

Customer service

Digital literacy

Problem solving

Communication

Teamwork

Education

None

Tools

MS Word

Outlook

Excel

Clinical systems

Job description

Modality Partnership in the East Surrey division is recruiting a Patient Services Assistant to join Smallfield Surgery and Birchwood Surgeries. You will be pivotal in delivering a digitally advanced patient experience, handling inquiries, and guiding patients through online services.

The role blends front-line and back-office work with flexible/hybrid options, supporting clinicians and staff using digital tools and automation to improve care delivery.