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.