Senior Patient Services Assistant - Smethwick Medical Centre

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 a full-time Senior Patient Services Assistant to join Smethwick Medical Practice. 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

About us

We are one of the largest GP super-partnerships in the UK, serving over 500,000 patients and with a workforce of 1800+. 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. 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.

Job responsibilities

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 and lead by example in delivering excellent customer service. If you are looking for a rewarding opportunity where you can lead, innovate, and make a meaningful difference to both patients and colleagues, we want to hear from you. Apply now and take the next step in your leadership journey with Modality Partnership.

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.

We reserve the right to close this vacancy early.

Person Specification

Personal Qualities

• 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

Knowledge

• 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

Skills

• 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

Qualifications

We require high performing team members to join our team with:

• Educated to NVQ Level 2 or equivalent experience.
• Proficient in key Microsoft Office applications e.g., Word, Excel, Power Point, Outlook

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.