Senior Patient Services Assistant – Lewisham Division of Modality Partnership (Bellingham Green Surgery)
We are seeking a full‑time Senior Patient Services Assistant to lead a high‑performing team and support 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 PSA team, support service improvements, and help create a positive patient experience.
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
* 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
Qualifications and experience
* 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.
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.
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 requires a Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
We value diversity and are proud to be an Equal Opportunities Employer, committed to fair treatment in line with the Equality Act 2010.
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