Patient Services Assistant Division

Patient Services Assistant (receptionist) post within the Walsall Division of Modality Partnership, split between Collingwood Family Practice and Keys Family Practice. The work centres on managing appointments and patient enquiries through digital triage, whether online, in person or by phone, and signposting patients to the right colleague. It leans heavily on technology and automation, combining patient-facing contact with back-office administration. Hours differ by site, at 25 hours at Collingwood and 37.5 at Keys.

• Manage appointments and patient enquiries using digital patient triage, initiated online, in person or by telephone
• Provide compassionate support to patients, answering queries and signposting to the right team member
• Handle administrative tasks efficiently using IT and automation, and manage information efficiently
• Support the practice flexibly, with innovation and problem-solving
• Help improve systems, processes and ways of working across the organisation
• Contribute as a confident and caring member of the team

• Customer service orientation and principles
• Excellent communication and interpersonal skills
• Problem-solving, administrative and organisational ability
• Computer literacy and adaptability to new ways of working
• Working knowledge of NHS, clinical systems and MS Office applications
• Basic medical terminology

• Right to work in the UK, with proof required at interview
• Two references, one from the current or most recent employer, covering at least the past three years
• Vaccinations where required for the role

• Tolerance of fast-paced working while remaining professional
• Ability to follow policies, practices and protocols
• Confident, welcoming and empathetic approach to all interactions
• Team player with a professional manner and appearance
• Tactful, discreet and proactive
• Adaptable and flexible to new skills, practices and working hours

• Previous NHS or general practice experience
• Previous call-handling experience
• Knowledge of reception protocols and call handling

• NHS pension scheme
• Minimum 27 days annual leave plus 8 bank holidays (pro rata)
• Employee discounts and benefits
• Employee Assistance Programme (EAP)
• Career development and education pathways
• Enhanced family-friendly policies
• Flexible working options
• Wellbeing support initiatives