Job advert – Patient Service Assistant
Ready to make an impact? Why not consider joining us as a Patient Services Assistant within Nottingham 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 Assistant (Receptionist) to join our team at Wellspring Surgery on a fixed term maternity cover contract until 31.05.2027 on a part time basis working 34 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 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 Nottinghampractices 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.
If you are looking for a rewarding role where your commitment and compassion truly count, apply now and grow your career with us in Nottingham Division, Modality Partnership.
Job Description
You should refer to the supporting documents for a full JD outlining core responsibilities.
- Utilise technology such as digital triage and automation to manage appointments, handle enquiries, and embed a culture of care navigation, providing guidance and signposting patients to the most appropriate clinician or service while improving both the patient experience and back-office processes.
- Accurately record information, and guide patients to the most appropriate clinician or service using a combined approach of digital tools and appropriate escalation within a multi-disciplinary team
- Interact with patients and the wider team as required to provide and process information in response to enquiries, concerns and requests about practice and appropriate external services
- To ensure that all interactions contribute to a positive patient experience and care
- Work professionally as part of the Patient Services team, delivering high-quality reception, administrative, and support services to patients, visitors, clinicians, and allied health professionals.
- To follow all relevant standard operating policies, procedures and protocols to ensure working in an efficient and courteous manner at all times.
This role combines online, digital, telephone, and front-line patient interaction with administrative responsibilities, offering the chance to develop a broad skill set and make a meaningful impact in line with our CARE values: Commitment, Accountability, Respect, and Excellence.
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
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
Customer service orientation
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
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
Pay: £12.80 per hour
Benefits:
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
Work Location: In person
