Job Description

Modality Partnership Birmingham division has a full time vacancy for a Senior Patient Service Assistant. The post holder will be a high performing team leader working at Laurie Pike Health Centre to provide support to ensure the smooth and effective day to day running of the reception team. We are seeking dedicated post holders to join our team and who can display our CARE values: Commitment, Accountability, Respect and Excellence. Salary for this role is 13.81 per hour
This job is suitable for individuals who are career driven and have a passion for working in an agile manner. Managing a team of individuals and working closely with the site Manager and Clinical Lead, the Senior PSA will ensure the smooth running of the day-to-day patient facing and back-office function of the practice reception area to ensure our 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, leadership and operational role which includes the line management of the team and a degree of patient-facing requirements. The postholder will need to be committed to providing high quality reception, administration, and support services, engaging with patients/clients confidently, providing advice and proactively signposting patients and clients to the most appropriate clinician/service. The post holder will work alongside the PSAs, interact with patients to provide, and process information in response to enquiries, concerns and requests about NHS/practice services. The post holder will also support the team when a PSA is unable to respond to patient issues and support a satisfactory outcome.
The postholder will also need to be proficient in MS applications including Outlook, Excel and Word and other related software packages.
About us
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 the PSA Team to help the practice harmonise ways of working and improve working practices to improve patient and staff satisfaction. This is a role that will equip you with basic leadership and operational skills to support your career development within general practice and position you well for a Practice Manager role.
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.
Details
Date posted
17 November 2025
Pay scheme
Other
Salary
13.81 an hour 27,003.45 per annum WTE
Contract
Permanent
Working pattern
Full-time
Reference number
E0281-25-0193
Job locations
Laurie Pike Health Centre
2 Fentham Road
Aston
Birmingham
B6 6BB
Job description
Job responsibilities
Please refer to the supporting documents section to retrieve the JD detailing the core responsibilities of this role.
You will love this job if you have a passion for delivering high quality patient services, thinking outside the box, managing a small team of individuals and you are able to de-escalate conflict and manage stressful situations whilst supporting along with the team to deliver high quality customer service.
If you feel this is the ideal career advancing opportunity for you and you want to rise to the challenge, we welcome an application for you to join our growing team of likeminded people.
Please note: 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.
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. Job description
Job responsibilities
Please refer to the supporting documents section to retrieve the JD detailing the core responsibilities of this role.
You will love this job if you have a passion for delivering high quality patient services, thinking outside the box, managing a small team of individuals and you are able to de-escalate conflict and manage stressful situations whilst supporting along with the team to deliver high quality customer service.
If you feel this is the ideal career advancing opportunity for you and you want to rise to the challenge, we welcome an application for you to join our growing team of likeminded people.
Please note: 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.
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
Knowledge
Essential

• Knowledge of the primary care environment, with specific reference to General Practice.
• Knowledge of customer service principles and practices.
• Experienced with medical systems (e.g. SystmOne or Emis) is desirable.
• Basic knowledge of HR and personnel management.
• Educated to NVQ Level 2 or equivalent experience.
• Proficient in key Microsoft Office applications e.g., Word, Excel, Power Point, Outlook.

Personal Qualities
Essential

• 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.

Skills
Essential

• Effective written and verbal communication skills.
• Critical analysis and problem-solving.
• Able to de-escalate conflict and manage stressful situations.
• Good interpersonal skills including good listening skills and a good telephone manner.

Person Specification
Knowledge
Essential

• Knowledge of the primary care environment, with specific reference to General Practice.
• Knowledge of customer service principles and practices.
• Experienced with medical systems (e.g. SystmOne or Emis) is desirable.
• Basic knowledge of HR and personnel management.
• Educated to NVQ Level 2 or equivalent experience.
• Proficient in key Microsoft Office applications e.g., Word, Excel, Power Point, Outlook.

Personal Qualities
Essential

• 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.

Skills
Essential

• Effective written and verbal communication skills.
• Critical analysis and problem-solving.
• Able to de-escalate conflict and manage stressful situations.
• Good interpersonal skills including good listening skills and a good telephone manner.

Skills Required