Patient Services 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

Job summary

You’ll lead the Patients Welcome Team, ensuring every patient receives a professional, efficient, and friendly experience from the moment they arrive.

This is a hands-on leadership role responsible for the smooth running of the reception and waiting areas, supporting front‑line colleagues, and ensuring the site remains safe, compliant, and welcoming.

You’ll oversee day-to-day operations at the front desk, manage your team’s workload and rotas and collaborate with clinical, non-clinical, and central teams to continually improve the patient experience.

Main duties of the job

Team Leadership and Management

• Lead the Welcome Team to consistently deliver a welcoming, high-quality service for all patients attending the practice.
• Manage rotas, schedules, and staffing levels to ensure adequate cover and effective workload distribution.
• Provide supervision, support, and coaching to the team - including induction, ongoing training, and performance reviews.
• Address day-to-day team issues or performance concerns in collaboration with the Site Manager and HR.
• Support the onboarding, and development of new team members.
• Conduct regular team meetings and contribute to wider staff and patient group meetings to ensure communication and feedback loops are maintained.
• Foster a culture that reflects our values of professionalism, empathy, and accountability.

Front of House Operations

• Oversee the smooth running of daily front-desk operations, ensuring patients are welcomed and checked in efficiently.
• Ensure patient contact details and key health information are validated and updated at each visit.
• Monitor appointment books to identify and correct scheduling issues, coordinating with central teams as needed.
• Engage with patients to gather feedback, support health awareness campaigns, and contribute to service improvement initiatives.
• Being the role model by demonstrating bestpractice technique and professional conduct when taking vital observations
• Monitor service performance indicators and review data to identify improvement opportunities.
• Work with Service Managers and wider teams to implement new systems and processes that enhance service delivery.
• Provide building inductions and tours for visitors, new staff, and temporary workers.

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 responsibilities

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.

Person Specification

Skills

Essential

• Excellent leadership and communication skills.
• Ability to manage, motivate, and develop a small team.
• Strong organisational and time management skills.
• Confident handling competing priorities and fast-paced environments.
• Competent IT user, comfortable with clinical and administrative systems.
• Calm, professional approach when dealing with patients or staff.

Behaviours

Essential

• Patient-centred and service-focused.
• Reliable, proactive, and solution-oriented.
• Able to balance empathy with firmness when resolving issues.
• Takes ownership of site presentation, safety, and team standards.
• Collaborative and supportive across functions.
• Demonstrates flexibility and composure under pressure.

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.