About this role
Job summary
Youll lead the Patients Welcome Team, ensuring every patient receives a professional, efficient, and friendly experience from the moment they arrive.
This is a hands-on leadership role responsible for the smooth running of the reception and waiting areas, supporting front-line colleagues, and ensuring the site remains safe, compliant, and welcoming.
Youll oversee day-to-day operations at the front desk, manage your teams workload and rotas and collaborate with clinical, non-clinical, and central teams to continually improve the patient experience.
Main duties of the job
- Providing day-to-day supervision and support to the team, working alongside them throughout the shift
- Welcoming patients in person and checking them in face to face, efficiently and warmly
- Taking patient observations and role-modelling best-practice technique
- Being visible across the entrance, waiting area and observation space, stepping in when it gets busy
- Coordinating rotas and daily staffing cover
- Coaching colleagues, supporting induction and escalating performance concerns to the Site Operations Manager
- Resolving day-to-day patient and team issues
- Keeping waiting and observation areas tidy, welcoming and compliant with Health & Safety and infection control standards
- Coordinating facilities, equipment and IT issues with the relevant teams
- Gathering patient feedback and working with clinicians and the Site Operations Manager to improve patient flow and service delivery
About us
Penrose Health is on a mission to deliver outstanding healthcare to every patient we serve.
We care for 75,000+ people across 9 sites in South East London, supported by a team of 200+ clinicians and staff. Our model is built on permanent, diverse teams, strong governance, and a clear focus on continuity, quality, and access.
We work closely with NHS partners to deliver a full range of services from routine checks to complex, long-term care backed by robust systems and a culture of continuous improvement.
We're proud to hold a CQC "Good" rating and consistently receive strong feedback from patients.
Learn more at penrosehealth.co.uk.
Job description
Job responsibilities
Looking for a hands-on leadership role where you can make a visible difference to patients and colleagues every day?
As our Welcome Team Lead, youll lead from the front of the practice, supervising the team that gives every patient a professional, efficient and friendly experience. Phone calls are handled centrally, so your focus is on the people in front of you. Youll be out among patients and colleagues all day, welcoming and checking in patients, supporting the team through busy clinics and stepping in alongside them when needed.
Youll coordinate rotas and daily staffing, coach colleagues, reinforce high standards and make sure the waiting and observation areas are clean, organised and welcoming. Youll work closely with the Site Operations Manager, clinicians and central teams to improve patient flow and the experience of visiting the practice.
This role provides day-to-day supervision, feedback and escalation, but not formal line management. The Site Operations Manager remains responsible for formal people management.
Person Specification
Qualifications
Essential
- GCSE (or equivalent) English and Maths.
Desirable
- Health & Safety, first aid, or management qualification.
Behaviours
Essential
- Patient-centred and service-focused.
- Reliable, proactive, and solution-oriented.
- Able to balance empathy with firmness when resolving issues.
- Takes ownership of site presentation, safety, and team standards.
- Collaborative and supportive across functions.
- Demonstrates flexibility and composure under pressure.
Skills
Essential
- Excellent leadership and communication skills.
- Ability to manage, motivate, and develop a small team.
- Strong organisational and time management skills.
- Confident handling competing priorities and fast-paced environments.
- Competent IT user, comfortable with clinical and administrative systems.
- Calm, professional approach when dealing with patients or staff.
Desirable
- Experience using EMIS or other healthcare software.
- Strong facilitation and meeting coordination skills.
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.
Employer details
Employer name
Penrose Health
Address
Kingfisher Medical Centre
London
SE8 5DA
United Kingdom
Employer's website
https://www.penrosehealth.co.uk/ (Opens in a new tab)