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!
Apply now and join a team that values commitment, accountability, respect, and excellence (CARE).
We are looking for Patient Services Assistants (Receptionists) to join our teams at Smallfield Surgery and Townhill Medical Practice, full time for 37.5 hours per week. 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
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 through 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 4 practices are part of Modality Partnership, one of the UK’s largest GP super-partnerships, serving over 450,000 patients with a workforce of more than 1,500 staff. We innovate continuously to improve patient care and staff experience through digital tools and automation.
This role offers the opportunity to develop a broad range of digital, front-line, and administrative skills while helping to improve systems and ways of working across the organisation. You’ll work in line with our CARE values—Commitment, Accountability, Respect and Excellence—making a positive impact on both patient and staff experience.
We offer access to our benefits scheme, NHS pension, and clear career development pathways. As an Equal Opportunities Employer, we are committed to diversity and fair treatment. If you’re seeking a rewarding role where your contribution matters, apply now to grow your career with Modality Partnership in East Surrey.
Job Description
The job description includes but is not limited to
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 escalate 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.
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.
Person Specification: What are the minimum requirements all candidates need to meet?
Qualifications and Experience:
We require high performing team members to join our team with:
Knowledge
Knowledge of customer service principles
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
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
Personal Qualities
Confident, welcoming, professional, empathetic
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
Job Types: Full-time, Permanent
Pay: £12.85 per hour
Benefits:
Work Location: In person
