Reception Manager (Senior Patient Services Assistant) - Lewisham

Ready to take the next step in your career? Join us as a Reception Manager (Senior Patient Services Assistant) within Lewisham 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 a full-time Reception Manager (Senior Patient Services Assistant) to join Bellingham Green Surgery. This is more than a traditional reception role; you will be a high-performing team leader supporting both patient-facing and back-office functions while ensuring the smooth day-to-day running of the reception team.

Working closely with the Site Manager and Clinical Lead, you will line manage the Patient Services Assistant (PSA) team, support service improvements, and help create a positive patient experience. This role offers excellent development opportunities and will help build the leadership and operational skills needed for future progression, including Practice Manager roles.

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.

Why Join Us?

• Minimum 27 days annual leave + 8 bank holidays (pro rata)
• Employee discounts and benefits
• Employee Assistance Programme (EAP)
• Enhanced family-friendly policies
• Flexible working options

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.

About us

Our Lewisham 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 1,800 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.

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, 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: Vaccination status will be reviewed for risk management purposes. Some vaccinations are mandatory where applicable.
• Right to Work: Proof of UK working eligibility required at interview stage. Sponsorship is not available for this role.
• References: Two references required prior to employment, including your current or most recent employer.
• Employment History: Any employment gaps of 6 weeks or more must be explained.

Person Specification

• Qualifications: 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.

Skills & Personal Qualities

• 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.

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.