Job Description

Modality Partnership AWC Division has a full time vacancy, for a Patient Services Assistant (Receptionist) at Fisher Medical Practice. The postholder will provide support to the patients, doctors, practice manager, and all other members of the extended Primary Care Team, by ensuring smooth running of the Practice on a day-to-day basis as an integral part of the patient services team. We are seeking dedicated postholders to join our team and who can display our CARE values: Commitment, Accountability, Respect and Excellence.

This job is suitable for individuals who are problem-solvers, enjoy interacting with patients and service-users, have a passion for providing high quality customer service and ensuring patients have a positive experience.

As an employee with us you can benefit from

Enrolment to the NHS pension scheme

Annual leave minimum 27 days, plus 8 days bank holiday pro rata

Employee discounts and benefits scheme

Employee assistance programme (EAP)

Education and career pathways

Enhanced Family friendly policies

Flexible working

Wellbeing support and initiative

If you are interested in learning more, please read on.

Main duties of the job

The role is an all-rounded, patient facing and back- office administration role; we are seeking individuals to join our team who are caring, compassionate and confident, who demonstrate effective communication, excellent customer service skills, IT skills, and the ability to support patients with general enquiries and signpost them to the most appropriate team member or service. The postholder will be a key member of the practice team, responsible for completing a variety of tasks including dealing with patient requests i.e. appointment booking, general enquiries in person and over the telephone, as well as performing a number of administrative duties.

The role is not a regular 9am-5pm job and is not a pure reception role; the job requires innovation, flexibility and commitment and the postholder will be required to work resourcefully as part of the team to ensure tasks are completed.

Overview of your organisation

We are one of the largest GP super-partnerships in the UK, serving over 450,000 patients and with a workforce of 1500+. We are unique, we are always looking at ways to improve our delivery of services through the implementation of new and innovative solutions that we can scale across the organisation. Your job is to work directly with key stakeholders to help us to harmonise ways of working and improve working practices to improve patient and staff satisfaction. Most reception roles focus on patient or customer facing responsibilities. This is a role that will also equip you with a portfolio of administration skills associated with the reception back-office function within Primary Care, to make sustainable changes.

All employees are welcomed to enrol in our employee benefits scheme and NHS pension scheme. We are committed to developing our people through education and career pathways and who align to our organisational values of CARE.

Modality Partnership is an Equal Opportunities Employer and is committed to ensuring equal employment opportunities for all our potential applicants in line with the Equality Act, 2010.

You will love this job if you have a passion for helping and interacting with patients to provide and process information in response to enquiries. Duties will include but not limited to:

To receive and greet patients, clients and visitors to the Practice in a welcoming and professional manner and to act as a point of contact between patients, clients, visitors, GPs, healthcare professionals, Partners and Practice staff

To engage with patients/clients, provide advice and proactively signpost them to the most appropriate clinician/service (care navigation) as per agreed protocol

To deal with any verbal queries, concerns or complaints from patients, clients or visitors in a professional manner and to escalate to the Patient Services Manager as appropriate

To identify callers or patients who may present in person as requiring an immediate emergency response and refer to appropriate clinician, emergency ambulance service or A&E department

To take telephone and online requests from patients and accurately record all essential information on the clinical system

To answer/make telephone calls in a professional manner, ensuring important/appropriate information is documented and redirected accordingly and to accurately take messages

To provide accurate and up to date information to answer the enquiries of patients, clients and visitors, where necessary seeking the advice of others, and responding to and/or redirecting all patient and visitor requests accordingly

To deal with general enquiries from patients regarding medication

To accurately maintain and update appointment systems, booking in patients and visitors in line with Practice appointments and visitor procedures

To act as a chaperone for Doctors as requested

To arrange for an ambulance for patients as and when requested by a clinician

To receive and receipt cash and cheques from patients and clients for non-NHS services in line with Modality procedures

To receive paperwork associated with requests from outside agencies (e.g. insurance/ travel cancellation forms) informing patients of cost and directing to the appropriate department

To undertake registrations/deductions of patients at the Practice following Modality procedures including receiving and checking forms, processing Lloyd George records and providing advice as required

To promote participation in Practice surveys, including Family and Friends Test, to patients, clients and visitors

If you feel this is the ideal career and looking for a daily challenge, we welcome an application for you to join our growing team of likeminded people.

The Modality Partnership reserves the right to close this vacancy at any time during the advertising period.

Pre-employment

Vaccinations

As part of recruitment to the Modality Partnership, we will be checking the vaccination status of all new starters so that we can manage individual and environmental risks. We will offer support to those who may be undecided about vaccinations. Some vaccinations for certain roles are mandatory, and you will be asked to provide evidence of this where there is a mandatory requirement.

Right to work checks

All applicants invited for interview will need to prove their right to work in the UK at the interview stage.

We are not able to offer sponsorship for this role

References

References must be secured prior to beginning employment, one must be your current or most recent employer.

Employment history

You must 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

Basic telephone call management, including taking and transferring calls NHS systems

MS Word, Outlook, Excel and other relevant software packages

Knowledge of / experience from within NHS/General Practice

Previous call-handling experience

Skills

Customer service orientation

Excellent listening, communication and interpersonal skills

Problem-analysis and problem-solving

Administrative and organisational skills

Ability to follow policies, practices and protocols.

Stress tolerance

Ability to handle patients (both on the telephone and in person) who may be angry, upset or distressed.

Computer-literate and adaptable in using different software

Personal Qualities

Confident and welcoming demeanour

Professional approach to work

Good telephone manner

Strong team player

Smart appearance

Exercises tact and discretion at all times

Demonstrates initiative to handle any unforeseen events during a shift

Demonstrates flexibility towards new working practices and towards working hours

Job Types: Full-time, Permanent

Pay: 12.21 per hour

Expected hours: 37.5 per week

Benefits:

Company pension
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 08/05/2025
Reference ID: Patient Services Assistant