Ready to make an impact? Why not consider joining us as a Patient Contact Assistant within AWC Division of Modality Partnership!
If you love helping people, enjoy variety, want to build skills using new technologies, and are looking for a role where every day truly matters, we want to hear from you!
Apply now and join a team that values Commitment, Accountability, Respect, and Excellence (CARE).
We are looking for a Patient Contact Assistant to join our team at Silsden Medical Practice. This is far more than a traditional call-handling role you will be a vital part of a dynamic team supporting patients through a mix of telephone, digital, and administrative services.
Your skills will help maximise the use of technology to manage patient enquiries, appointments, and support requests efficiently, ensuring a smooth patient journey and an outstanding experience.
If you are a confident communicator, enjoy problem-solving, 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
Main duties of the job
This is a fast-paced, patient-focused, and digitally supported customer service role. You will be part of the Patient Contact Team, delivering high-quality support to patients and healthcare professionals.
You will provide compassionate assistance, manage patient queries, and ensure patients are directed to the most appropriate service or team member.
You will work in innovative ways, embracing digital tools and systems to support the delivery of high-quality patient care.
Key responsibilities include:
- Managing patient enquiries and appointments via telephone and digital systems
- Supporting patients with general queries and signposting appropriately
- Handling administrative tasks efficiently using IT systems
- Working collaboratively as part of a multi-disciplinary team
- Demonstrating flexibility, initiative, and problem-solving in a busy environment
This role requires adaptability and a proactive approach, as it is not a standard 9–5 position.
Overview of Your Organisation
AWC Division is 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 new technologies and scalable solutions to enhance service delivery.
In this role, you will develop a wide range of skills while contributing to improvements in systems, processes, and patient experience. You will work in alignment with our CARE values, bringing them to life in every interaction.
All employees have access to our benefits scheme, NHS pension, and clear career development pathways. We are proud to be an Equal Opportunities Employer, committed to fairness and inclusion in line with the Equality Act 2010.
If you are looking for a rewarding role where your contribution truly matters, apply now and grow your career with us.
Job Description
Please refer to the supporting documents for the full Job Description outlining the core responsibilities of this role.
You will thrive if you enjoy learning new skills, supporting patients, managing information effectively, and using systems such as MS Word, Outlook, Excel, and clinical systems.
If you are seeking a challenging and rewarding role within a supportive and growing team, we would 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. Support will be provided where needed.
Right to work: Proof of eligibility to work in the UK required at interview.
References: Two references required, including your current/most recent employer.
Employment history: Any gaps of 6 weeks or more must be explained.
Person Specification: What are the minimum requirements all candidates need to meet?
Qualifications and Experience
We are looking for high-performing individuals with:
Knowledge
Customer service principles and practices
Call handling and telephone systems
MS Office applications
NHS/General Practice experience (desirable)
NHS systems knowledge (desirable)
Skills
Excellent communication and interpersonal skills
Strong organisational and problem-solving abilities
Ability to work in a fast-paced environment while remaining professional
Ability to manage challenging conversations with empathy
IT literate and adaptable to new systems and technologies
Personal Qualities
Confident, welcoming, and professional
Strong team player with a positive attitude
Tactful, discreet, and empathetic
Proactive with the ability to use initiative
Flexible and adaptable to new ways of working and varying hours
Job Type: Permanent
Pay: £12.71 per hour
Work Location: In person
