Front Desk Operations Lead – Patient Experience

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Ilford

On-site

GBP 32,000 - 42,000

Full time

2 days ago

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Job summary

Penrose Health invites a Welcome Team Lead to oversee the front-of-house experience across our practice sites in South East London. You will lead the Welcome Team, ensure patients are greeted, checked in, and supported efficiently, and coordinate rotas and daily staffing with a calm, proactive presence.

You will work closely with the Site Operations Manager, clinicians and central support teams to identify opportunities to improve patient flow and the overall experience of visiting the practice.

Qualifications

Strong leadership and people-management experience.
Ability to manage rotas, schedules and staffing levels.
Excellent organisational and time-management skills.
Calm, professional approach when dealing with patients or staff.
Competent IT user; comfortable with clinical and administrative systems.

Responsibilities

Lead the Welcome Team to deliver a welcoming, high-quality service for all patients.
Oversee front-desk operations and patient check-in processes.
Manage rotas, workloads, and staffing to ensure adequate cover.
Coach and support team members with induction and training.
Collaborate with Site Manager, clinicians, and central teams to improve patient experience.

Skills

People leadership

Team motivation

Organisational skills

Time management

Prioritisation

IT proficiency

Professional conduct

Empathy under pressure

Ownership

Collaboration

Flexibility

Job description

You will work closely with the Site Operations Manager, clinicians and central support teams to identify opportunities to improve patient flow and the overall experience of visiting the practice.

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