# Patient Services Lead

**Company**: Penrose Health
**Location**: London
**Job type**: permanent
**Salary**: £27,000 to £29,000 a year
**Category**: Healthcare
**Industry**: Healthcare

**Apply**: https://www.jobs.nhs.uk/candidate/jobadvert/A5321-26-0060?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_edec8b57-a39

## Description

You will 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 will 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 Penrose Health's 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.

- Demonstrate best-practice 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.

**Benefits**

- Competitive salary: £27,000 to £29,000 a year

- Permanent, full-time position

**Person Specification**

**Skills**

- 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**

- 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.

## Skills

### Required
- leadership
- communication
- organisational
- time management
- IT

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Source: [Apply at jobs.nhs.uk](https://www.jobs.nhs.uk/candidate/jobadvert/A5321-26-0060?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)