Patient Services Assistant - Walsall Division

Modality Partnership; Walsall; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

27 days annual leave + 8 bank holidays

Employee discounts and benefits

Career development and education paths

Enhanced family-friendly policies

Flexible working options

Job summary

Modality Partnership is hiring two Patient Services Assistants (Receptionists) for Pleck Health Centre in Walsall. You will be at the front desk, handle patient enquiries, assist with online services, and support administrative tasks with a patient‑focused, tech‑driven approach.

You will work in a dynamic team, developing digital skills, and contributing to an outstanding patient experience within a values‑driven environment at one of the UK’s leading GP networks.

Qualifications

• Excellent communication and interpersonal skills.
• Experience in customer service.
• Basic medical terminology.
• Knowledge of NHS/clinical systems preferred.
• Reception skills and call handling experience helpful but not essential.
• Proficiency with MS Word, Outlook and Excel.

Responsibilities

• Greet and assist patients at the front desk.
• Manage appointments and patient enquiries.
• Signpost to the appropriate team or clinician.
• Support online services and back-office administration.

Skills

Customer service

Communication skills

NHS knowledge

Reception protocols

MS Word

Outlook

Excel

Tools

MS Word

Outlook

Excel

Job description

Patient Services Assistant - Walsall Division

Ready to make an impact? Why notconsider j join us as a Patient Services Assistant within Walsall Division of ModalityPartnership!

Ifyou love helping people, enjoy variety, you want to acquire skills which embracenew technologies, and you want a role where everyday matters, we want to hearfrom you!

Weare looking for 2 Patient Services Assistants (Receptionists) to join our team atPleck Health Centre on a full-time basis. This is so much more than atraditional reception role as you will be a vital part of a team embracingtechnology and automation to support online, patient-facing services, andback-office administration.

Your acquiredskills will maximise the use of technology to manage patient appointments andenquiries efficiently, helping ensure our practices run smoothly while deliveringan outstanding patient experience.

If you are aproblem-solver who enjoys interacting with people and want to make a realdifference every day, this could be the role for you.

• Minimum27 days annual leave + 8 bank holidays (pro rata)
• Employeediscounts and benefits
• Careerdevelopment and education pathways
• Enhancedfamily-friendly policies
• Flexibleworking options

Main duties of the job

Thisis a dynamic, patient-facing, back-office, and digitally advanced customerservice role that maximises the use of digital tools and automation to maximisepatient care and the overall patient experience. You will provide compassionatesupport, answer patient queries, and signpost to the right team member.

You will workin innovative ways, embracing new technologies such as digital patient triageand automation to support the delivery of high-quality patient care.

Keyresponsibilities include:

• Managingappointments and patient enquiries using the provision of digital patienttriage which may be initiated through online, in person, or via telephonerequests
• Handlingadministrative tasks efficiently embracing IT and innovative automation
• Supportingthe practice with flexibility, innovation, and problem-solving
• Contributingas a confident and caring member of the team

Youwill need adaptability, initiative, and the drive to make a difference everyday and in return you will be rewarded with meaningful work, genuine jobsatisfaction, and the fulfilment of seeing the positive impact you make as partof a supportive, values-driven team.

About us

Our Walsall practices are part ofModality Partnership, one of the UKs largest GP super-partnerships, servingover 500,000 patients with a workforce of more than 1,800 staff. Wecontinuously innovate to improve patient care and staff experience, embracingdigital tools and automation to enhance how services are delivered.

Inthis role, you will develop key skills while helping to improve systems,processes, and ways of working across the organisation. Youll work inalignment with our CARE values of Commitment, Accountability, Respect andExcellence, bringing them to life in every patient interaction andadministrative task. Youll gain a strong mix of digital, front-line, andback-office skills, playing an active role in enhancing both patient and staffexperience.

Allemployees have access to our benefits scheme, NHS pension, and clear careerdevelopment pathways. We value diversity and are proud to be an EqualOpportunities Employer, committed to fair treatment in line with the EqualityAct 2010.

Job responsibilities

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

You will thrive if youenjoy a challenge of learning new skills, embracing new technologies includingautomation, helping patients, managing information efficiently, and enhancing ITskills with MS Word, Outlook, Excel, clinical systems and other systems.

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

Pre-employment Requirements:

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

Person Specification

Personal Qualities

• Confident, welcoming, professional, and empathetic in approach to all interactions.
• Team player with a professional manner and appearance.
• Tactful, discreet, and proactive.
• Adaptable to taking on new skills and challenges.
• Flexible and responsive to new practices and working hours.

Knowledge

• Customer service principles and practices.
• Basic medical terminology.
• Reception protocols and call handling preferred but not essential.
• NHS / Clinical systems / MS Office applications.
• Previous experience in NHS/general practice preferred but not essential.
• Previous call-handling experience preferred but not essential.

Skills

• Excellent communication and interpersonal skills.
• Problem-solving and organisational ability.
• Tolerance to fast pace working retaining professionalism to be able to support patients appropriately.
• Computer literate and adaptable in line with new ways of working.
• Problem-analysis and problem-solving.
• Administrative and organisational skills.
• Ability to follow policies, practices and protocols.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.