NHS Patient Services Lead

Penrose Health; Greater London; On-site; GBP 27,000 - 29,000; Full time

Job summary

NHS in South East London is seeking a Hands-on Welcome Team Lead to supervise the front-of-house team, ensuring a warm, efficient patient welcome across sites. You’ll coordinate rotas, support busy clinics, and monitor reception standards while maintaining patient privacy and high service quality.

Reporting to the Site Operations Manager, you’ll coach staff, escalate issues and help improve patient flow and safety. This role is permanent and full-time.

Qualifications

• Experience in healthcare or primary care is helpful but not essential.
• Ability to supervise a small team and coordinate front-of-house activities.
• Strong communication and organisational skills with patient-centered approach.

Responsibilities

• Provide day-to-day supervision and support to the Welcome Team.
• Coordinate schedules and daily staffing cover.
• Organise and prioritise the team's workload.
• Coach colleagues and support induction and ongoing development.
• Escalate performance or conduct concerns to the Site Operations Manager.
• Oversee reception and waiting areas to ensure a welcoming environment.
• Welcome patients and ensure swift check-in.
• Keep patient contact details and health information up to date.
• Monitor appointment books and resolve scheduling issues with central teams.
• Model best-practice technique and professional conduct during vital observations.
• Identify opportunities to improve patient flow and service delivery.

Skills

Team supervision

Communication

Organisation

Patient focus

IT literacy

Tools

EMIS familiarity

Job description

NHS Patient Services Lead

Department: Patient Welcome

Employment Type: Permanent - Full Time

Location: South East London Sites

Reporting To: Site Operations Manager

Compensation: £27,000 - £29,000 / year

Description

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, you’ll provide day-to-day supervision and coordination for the team responsible for creating a professional, efficient and friendly experience for every patient visiting the practice.

You’ll be the calm, confident and proactive presence that helps keep our front-of-house operation running smoothly. You’ll coordinate rotas and daily staffing, support colleagues through busy clinics and make sure patients are welcomed, checked in and supported effectively.

This is a role for someone who enjoys taking ownership and being part of the action. You’ll coach and support colleagues, reinforce high standards and step in when needed to resolve problems, support patients or keep the service moving.

You will not have formal line-management responsibility for the Welcome Team. The Site Operations Manager remains responsible for formal people management, with the Welcome Team Lead providing day-to-day supervision, feedback and escalation where required.

You’ll also take responsibility for the quality of the front-of-house environment. That means making sure reception and waiting areas are clean, organised and welcoming, identifying facilities or equipment issues, maintaining essential supplies and working with our central teams to get problems resolved quickly.

Working closely with the Site Operations Manager, clinicians and central support teams, you’ll help identify opportunities to improve patient flow, processes and the overall experience of visiting the practice.

You’ll be doing things like:

• Providing day-to-day supervision and support to the Welcome Team
• Coordinating schedules and daily staffing cover
• Helping organise and prioritise the team’s workload
• Coaching colleagues and supporting induction and ongoing development
• Providing feedback and escalating performance or conduct concerns to the Site Operations Manager where appropriate
• Overseeing the smooth running of reception and waiting areas
• Welcoming patients and making sure they are checked in efficiently
• Ensuring patient contact details and key health information are checked and kept up to date
• Monitoring appointment books and working with central teams to resolve scheduling issues
• Role-modelling best-practice technique and professional conduct when taking vital observations
• Helping resolve day-to-day patient or team issuesMonitoring service performance and identifying opportunities for improvement
• Working with clinicians, administrative teams and the Site Operations Manager to improve patient flow and service delivery
• Keeping reception and waiting areas tidy, professional and welcoming
• Supporting Health & Safety, infection control and site standards
• Coordinating facilities, equipment and maintenance issues with the relevant teams
• Reporting IT and equipment faults and helping with basic troubleshooting
• Providing building inductions and tours for new staff, temporary workers and visitors
• Engaging with patients, gathering feedback and supporting health awareness initiatives

You’ll thrive here if you:

• Are confident supervising and supporting a small team
• Are proactive and comfortable taking ownership
• Keep calm and organised when things get busy
• Can balance empathy and warmth with confidence and firmness
• Have strong communication and organisational skills
• Take pride in creating a safe, organised and welcoming environment
• Are comfortable working with IT systems and learning new technology
• Enjoy solving problems and improving the way things work
• Work well with clinical, operational and central support teams
• Understand the importance of confidentiality, patient privacy and professional standards
• Want a role where you can see the impact of your work every day

Experience within healthcare, primary care or using systems such as EMIS would be helpful, but is not essential.

Find out more?

View the full job spec here