Patient Experience Front Desk Lead

Penrose Health; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

Penrose Health is seeking a Welcome Team Lead to supervise the front-of-house staff across reception and waiting areas. You’ll ensure a professional, efficient and friendly experience for every patient from arrival through check-in and ongoing care coordination.

You’ll oversee rotas, supervise ongoing training, and collaborate with clinical and central teams to continually improve patient flow, safety, and service quality in a busy primary care environment.

Qualifications

• Strong leadership and coaching abilities.
• Ability to manage a small front-of-house team.
• Excellent organisational and time management skills.
• Clear, confident communication with patients and staff.
• Proficiency with clinical and administrative systems.
• Calm, professional approach under pressure.

Responsibilities

• Lead the Welcome Team to provide a high-quality, welcoming service.
• Manage rotas, staffing levels and workload distribution.
• Coach and develop team members through induction and reviews.
• Resolve day-to-day issues in collaboration with Site Manager/HR.
• Oversee front-desk operations and patient check-in processes.
• Ensure accurate validation/updating of patient details.
• Support service improvements and patient feedback initiatives.
• Coordinate with clinical and central teams to improve flow.

Skills

Leadership

Staff management

Organisational skills

Customer service

IT systems

Communication

Job description

Penrose Health is seeking a Welcome Team Lead to supervise the front-of-house staff across reception and waiting areas. You’ll ensure a professional, efficient and friendly experience for every patient from arrival through check-in and ongoing care coordination.

You’ll oversee rotas, supervise ongoing training, and collaborate with clinical and central teams to continually improve patient flow, safety, and service quality in a busy primary care environment.