Patient Services Assistant - Birmingham Division

Ready to make an impact? Why not consider joining us as a Patient Services Assistant within Birmingham Division of Modality Partnership! If you love helping people, enjoy variety, want to acquire skills which embrace new technologies, and 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 team at Black Country Family Practice on a full time basis. 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 wants to make a real difference every day, this could be the role for you.

Minimum 27 days annual leave + 8 bank holidays (pro rata)

Employee discounts and benefits

Career development and education pathways

Enhanced family‑friendly policies

Flexible working options

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.

• 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.

About us

Our Birmingham practices 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 1,900 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 Birmingham Division, Modality Partnership.

Job responsibilities

You should refer to the supporting documents for a full JD outlining core responsibilities. You will thrive if you enjoy the 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 would 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

• 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.

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.

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.