Patient Services Assistant - Lewisham

Modality Partnership; Greater London; On-site; GBP 64,000 - 71,000; Full time

Benefits offered by this job

Annual leave 27 days + 8 bank holidays

Employee discounts

Employee Assistance Programme (EAP)

Career development and education

Enhanced family-friendly policies

Flexible working options

Job summary

The Jenner Practice, South Lewisham Group Practice & Bellingham Green Surgery are seeking Patient Services Assistants to join our Lewisham division in London. This dynamic role blends reception duties with digital tools to manage appointments, handle enquiries, and guide patients to the right teams.

You will work as part of a supportive team with flexible full-time or part-time posts, focused on excellent customer service and ongoing professional development within Modality Partnership.

Qualifications

• Experience in NHS/general practice preferred.
• Strong customer service and communication skills.
• Ability to use digital tools and automate workflows.
• Flexible and resilient in a fast-paced environment.

Responsibilities

• Manage appointments and patient enquiries using digital triage.
• Handle administrative tasks and data entry.
• Support team with flexible, innovative patient care.
• Signpost patients to the right team members.

Skills

Customer service

Communication

Problem solving

Administrative tasks

Team player

Tools

NHS/Clinical systems

MS Office

Job description

Ready to make an impact? Why not consider joining us as a Patient Services Assistant within Lewisham 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!

We are looking for Patient Services Assistants (Receptionists) to join our teams at The Jenner Practice, South Lewisham Group Practice & Bellingham Green Surgery with full time & part time posts available. 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.

• 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

Main duties of the job

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.

Overview of Your Organisation

Our Lewisham 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.

Job Description

You should refer to the supporting documents for a full JD outlining core responsibilities.

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.

We reserve the right to close this vacancy at any time during the advertising period.

Pre-employment Requirements:

• Vaccinations: Mandatory for certain roles and there may be a delay to start dates where they are not provided; we provide guidance and support to manage individual and environmental risks.
• Right to work: Proof of UK working eligibility required at interview.
• References: Two references required, one of which must be your current/most recent employer and reference checks must cover at least the past three years of employment or training.
• Employment history: Please notify us of any employment gaps of 6 weeks or more.

KnowledgeCustomer service principles and practicesBasic medical terminologyReception protocols and call handling preferred but not essentialNHS / Clinical systems / MS Office applicationsPrevious experience in NHS/general practice preferred but not essentialPrevious call-handling experience preferred but not essentialSkillsCustomer service orientationExcellent communication and interpersonal skillsProblem-solving and organisational abilityTolerance to fast pace working retaining professionalism to be able to support patients appropriatelyComputer literate and adaptable in line with new ways of working Problem-analysis and problem-solvingAdministrative and organisational skillsAbility to follow policies, practices and protocolsPersonal QualitiesConfident, welcoming, professional, and empathetic in approach to all interactionsTeam player with a professional manner and appearanceTactful, discreet, and proactiveAdaptable to taking on new skills and challengesFlexible and responsive to new practices and working hours

£63,665 - £70,887 pa incl of HCAS (Outer)

£34,186 - £37,389 per annum inclusive of inner HCAs

South London and Maudsley NHS Foundation Trust