Senior Patient Services Assistant - Birmingham Division
Job Description
Job summary
Ready to take the next step in your career?
Join us as a Senior Patient Services Assistant within Birmingham Division of Modality Partnership.
If you are passionate about leading teams, delivering excellent patient service, and embracing innovation and technology, we want to hear from you.
We are seeking an experienced full-time Senior Patient Services Assistant to join Smethwick Medical Centre to lead a busy front office and support the wider reception/administration team.
Working closely with the Site Manager and Clinical Lead, you will play a key role in managing daily operations, supporting colleagues and ensuring the smooth running of reception. You will line manage the Patient Services Assistant (PSA) team, support service improvements, and help create a positive patient experience.
This role offers the chance to make a real impact within a supportive and well-resourced school environment and excellent development opportunities and will help build the leadership and operational skills needed for future progression, including Practice Manager roles
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 pathways
Enhanced family-friendly policies
Flexible working options
Wellbeing support initiatives
Main duties of the job
This is a combined leadership and operational role. You will:
- Line manage and support the PSA team to deliver high-quality reception and administrative services
- Ensure the smooth running of patient-facing and back-office functions
- Confidently handle and support complex or escalated patient queries
- Proactively signpost patients to the appropriate clinician or service
- Promote consistent ways of working to improve patient and staff satisfaction
- Use digital systems and MS Office applications effectively
To thrive in this role, you will also have:
- Proven experience in administrative or operational roles within healthcare or primary care
- Strong organisational skills and the ability to prioritise and manage competing workloads
- Effective communication and leadership skills to support teams and stakeholders
- Ability to work flexibly, think innovatively, and deliver solutions to improve day-to-day processes
- Experience collaborating with multiple teams, divisions, or boards to achieve strategic objectives
You will need to remain calm under pressure, de-escalate conflict where required, and lead by example in delivering excellent customer service. The is a great opportunity for someone who takes pride in creating a calm, welcoming and professional environment for students, staff and visitors.
About us
Our Birmingham practices are part of Modality Partnership, one of the UKs 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 service delivery. In this role, you will develop a strong mix of leadership, digital, and operational skills while contributing to service improvement across the division.
At Modality Partnership, we live by our CARE values Commitment, Accountability, Respect and Excellence and we are looking for individuals who bring these values to life every day.
All employees have access to 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.
Job responsibilities
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, wed 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
Skills & Personal Qualities
Essential
- Excellent communication and interpersonal skills.
- Strong organisational and problem-solving ability.
- Ability to manage stressful situations professionally.
- Confident, adaptable, proactive, and professional approach.
- Strong team player with leadership capability.
Experience
Essential
- NVQ Level 2 or equivalent experience.
- Customer service experience (essential).
- Knowledge of General Practice / primary care.
- Proficiency in MS Word, Excel, and Outlook.
- Clinical system experience (e.g., EMIS or SystmOne) desirable.
- Basic HR knowledge desirable.
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.
Employer details
Employer name
Modality Partnership
Address
Smethwick Medical Centre
Regent Street
SMETHWICK
West Midlands
B66 3BQ
United Kingdom
Employer's website
https://www.modalitypartnership.nhs.uk/ (Opens in a new tab)
