Patient Welcome Team Lead — Front Desk & Care

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 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.