Patient Services Assistant

Modality LLP; Horley; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

NHS pension

27 days annual leave + 8 bank holidays

Employee discounts and benefits

Employee Assistance Programme (EAP)

Career development and education paths

Flexible working options

Wellbeing support initiatives

Job summary

Modality Partnership East Surrey is seeking Patient Services Assistants to join Smallfield Surgery and Birchwood Surgeries on a full-time or part-time basis. You will be a vital part of a team embracing technology and automation to support online, patient-facing services and back-office administration.

In this role you will manage appointments and patient enquiries using digital triage, signpost to the right clinician, and help deliver a high-quality patient experience with empathy and

Qualifications

• Experience in patient-facing roles preferred.
• Ability to manage appointments and enquiries efficiently.
• Comfort with digital tools and automation.

Responsibilities

• Manage appointments and patient enquiries using digital patient triage.
• Handle administrative tasks efficiently embracing IT and automation.
• Support the practice with flexibility, innovation, and problem-solving.
• Contribute as a confident and caring member of the team.
• Welcome patients, visitors, and other staff professionally.
• Engage with patients and signpost to the appropriate clinician/service.

Skills

Adaptability

Communication

Customer service

Digital literacy

Tools

MS Word

Outlook

Excel

Clinical systems

Job description

Ready to make an impact? Why not consider joining us as a Patient Services Assistant within East Surrey Division of Modality Partnership! If you love helping people, enjoy variety, you want to acquire skills which embrace new technologies, and you want a role where everyday matters, we want to hear from you!, This is a dynamic, patient-facing, back-office, and digitally advanced customer service role that maximises the use of digital tools and automation to maximise patient care and the overall patient experience. You will provide compassionate support, answer patient queries, and signpost to the right team member. You will work in innovative ways, embracing new technologies such as digital patient triage and automation to support the delivery of high-quality patient care. Key responsibilities include:

• Managing appointments and patient enquiries using the provision of digital patient triage which may be initiated through online, in person, or via telephone requests
• Handling administrative tasks efficiently embracing IT and innovative automation
• Supporting the practice with flexibility, innovation, and problem-solving
• Contributing as a confident and caring member of the team

You will need adaptability, initiative, and the drive to make a difference every day and in return you will be rewarded with meaningful work, genuine job satisfaction, and the fulfilment of seeing the positive impact you make as part of a supportive, values-driven team., Ensuring the use of digital tools and automation are utilised where applicable, you will:

• Welcome patients, visitors, and clients professionally, acting as a key point of contact for clinicians, healthcare professionals, and staff.
• Engage with patients, provide advice, and signpost to the most appropriate clinician/service using digital triage and care navigation protocols.
• Manage, in line with available technology and automation, telephone / online / in-person requests, accurately recording essential information professionally
• Respond to patient queries, concerns, or complaints, escalating to the Patient Services Manager where appropriate.
• Identify emergencies and escalating promptly to clinicians, emergency services, or A&E.
• Assist patients with medication enquiries, registrations, deductions, and non-NHS payments in line with local / site requirements.
• Chaperone when required by clinician/patient

You will thrive if you enjoy a challenge of learning new skills, embracing new technologies including automation, helping patients, managing information efficiently, and enhancing IT skills with MS Word, Outlook, Excel, clinical systems and other systems. If you are seeking a challenging, rewarding role in a growing, supportive team, we'd love to hear from you.

Our East Surrey practices are part of Modality Partnership, one of the UK's 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 key skills while helping to improve systems, processes, and ways of working across the organisation. You'll work in alignment with our CARE values of Commitment, Accountability, Respect and Excellence, bringing them to life in every patient interaction and administrative task. You'll gain a strong mix of digital, front-line, and back-office skills, playing an active role in enhancing both patient and staff experience. All employees have access to our benefits scheme, NHS pension, and 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.

We are looking for Patient Services Assistants (Receptionists) to join our teams at Smallfield Surgery and Birchwood Surgeries on a full-time/part-time basis. This is so much more than a traditional reception role as you will be a vital part of a team embracing technology and automation to support online, patient-facing services, and back-office administration. Your acquired skills will maximise the use of technology to manage patient appointments and enquiries efficiently, helping ensure our practices run smoothly while delivering an outstanding patient experience. If you are a problem-solver who enjoys interacting with people and want to make a real difference every day, this could be the role for you.

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 and education pathways
• Enhanced family-friendly policies
• Flexible working options
• Wellbeing support initiatives