NHS Patient Services Lead

penrosehealth; Greater London; On-site; GBP 26,000 - 38,000; Full time

Job summary

Penrose Health in London is seeking a Welcome Team Lead to supervise day-to-day front-of-house operations, coordinate rotas, and ensure a professional, friendly patient experience. You will be the calm, proactive presence that keeps the reception and waiting areas running smoothly and will support colleagues through busy clinics.

You’ll coach and support staff, reinforce high standards, and escalate issues as needed, while working with the Site Operations Manager and central teams to enhance

Responsibilities

• Supervise front-of-house operations and coordinate daily staffing and rotas.
• Support colleagues through busy clinics and welcome, check-in, and assist patients effectively.
• Coach and support team members, reinforce high standards, and escalate issues when needed.
• Ensure reception and waiting areas are clean, organized, and welcoming, and identify facilities or equipment issues.

Job 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.