Patient Services Assistant - Pleck Health Centre

Modality Partnership; Walsall; On-site; GBP 19,000 - 23,000; Full time

Benefits offered by this job

Annual leave 27 days + 8 bank holidays

Employee discounts

EAP

Career development

Family-friendly policies

Flexible working

Job summary

Modality Partnership's Walsall Division is hiring two Patient Services Assistants (Receptionists) for Pleck Health Centre on a full-time basis. You will be a vital part of a digitally advanced team, handling appointments, patient enquiries, and back-office administration.

You will use digital patient triage and automation to improve the patient experience, support colleagues, and signpost to the right team.

Qualifications

• Knowledge of customer service principles and practices
• Basic medical terminology
• Reception protocols and call handling
• NHS/Clinical systems/MS Office applications
• Experience in NHS/general practice preferred but not essential
• Call-handling experience preferred but not essential

Responsibilities

• 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

Skills

Customer service

Medical terminology

Reception protocols

NHS systems

MS Office

NHS experience

Call handling

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 Walsall 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 2 Patient Services Assistants (Receptionists) to join our team at Pleck Health Centre on a full-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.

• 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.

• 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 Walsall 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.

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

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.

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