About this role
Job summary Welcome Team Coordinator
Permanent | Full-time
Were looking for a Welcome Team Coordinator to provide a warm, calm and professional in-person experience for patients attending Deptford Medical Centre or Penrose Surgery.
This is a front-of-house, patient-facing role. All phone calls, emails and online requests are handled centrally, so this role focuses on welcoming patients, supporting safe patient flow and contributing to proactive patient care within the practice.
Patients dont always arrive at their best. They may be unwell, anxious or worried. Youll help patients feel listened to and supported, while also helping clinical teams by making sure patient information and observations are accurate and up to date.
Main duties of the job In-Person Patient Experience
Act as the first point of contact for patients attending the practice in person. Provide a warm, professional, and reassuring welcome to patients and visitors. Communicate clearly and compassionately with patients from all backgrounds. Maintain patient dignity, confidentiality, and respect at all times. Support a calm, well-managed waiting room environment.Managing Patients Recognise that patients may be distressed, anxious, frustrated, or unwell, and respond with empathy and professionalism. Use de-escalation techniques to manage challenging or confrontational situations calmly and safely. Listen actively, acknowledge concerns, and help patients feel heard, even when immediate solutions are not possible. Maintain appropriate personal and professional boundaries. Escalate concerns or seek support when situations cannot be resolved safely at front of house. Contribute to a respectful, safe environment for patients, visitors, and colleagues.Patient Flow and On-Site Support Support the smooth movement of patients through the practice in line with appointment schedules. Direct patients appropriately within the building. Liaise with clinical teams regarding patient arrivals, delays, or issues affecting flow. Escalate urgent or complex in-person issues to the appropriate clinician or manager.Proactive Care and Patient Observations Collect and record patient observations and medical vitals in line with training and agreed protocols. Accurately record observations in the clinical system to support proactive and preventative care. Support clinicians by ensuring patient information is complete, accurate, and available at the point of care. Encourage patient engagement with routine monitoring where appropriate.Records, Systems, and Administration Update and maintain accurate patient demographic information for patients attending in person. Use clinical systems accurately and in line with training. Identify and report discrepancies or issues with patient records. Support patient registration processes where required.Policy, Governance, and Continuous Improvement Work in line with practice policies, procedures, and standard operating processes. Complete all required induction, mandatory, and refresher training. Report incidents, risks, or concerns to the Welcome Team Lead. Identify opportunities to improve patient experience, safety, or efficiency within the practice.Environment, Safety, and Infection Control Maintain a clean, welcoming, and organised reception and waiting area. Ensure non-clinical notice boards and information are accurate and up to date. Follow opening and closing procedures as required. Adhere to infection prevention and control guidance at all times. Maintain a tidy and organised workspace to support safe working. Carry out the duties of a Fire Warden for your site
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
The Welcome Team Coordinator is a front-of-house role focused on supporting patients face to face when they attend our practices.
Patients do not always arrive at their best. They may be unwell, anxious, worried, or frustrated. This role exists to create a calm, welcoming, and supportive environment where patients feel listened to, respected, and safe.
Alongside delivering a positive patient experience, the role supports clinical care by helping manage patient flow, maintaining accurate records, and collecting patient observations where required. The role reports to the Welcome Team Lead.
Person Specification
Experience & Qualifications Essential
Experience in a customer-facing or patient-facing role
Behaviours Essential
Empathetic, patient-focused, and emotionally aware Professional and respectful, even under pressure Resilient and able to manage challenging interactions calmly Reliable and well organised Works collaboratively as part of a team
Knowledge Essential
Understanding of patient confidentiality, data protection, and professional boundaries Awareness of the challenges patients may face when attending healthcare services
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 Deptford Surgery
London
SE14 6TJ
United Kingdom
Employer's website https://www.penrosehealth.co.uk/ (Opens in a new tab)