Front of House Lead - GP Practice
Penrose Health
·Today
- Salary
- £28k – £30k/yr
- Location
- London, London, GB
- Workplace
- Onsite
- Type
- Full-time
- Seniority
- Lead
Description
Front of House Lead - GP Practice
Department: Patient Welcome
Employment Type: Permanent - Full Time
Location: South East London Sites
Reporting To: Site Operations Manager
Compensation: £28,000 - £30,000 / year
Description
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 lead from the front of the practice, supervising the team that gives every patient a professional, efficient and friendly experience. Phone calls are handled centrally, so your focus is on the people in front of you. You’ll be out among patients and colleagues all day, welcoming and checking in patients, supporting the team through busy clinics and stepping in alongside them when needed.
You’ll coordinate rotas and daily staffing, coach colleagues, reinforce high standards and make sure the waiting and observation areas are clean, organised and welcoming. You’ll work closely with the Site Operations Manager, clinicians and central teams to improve patient flow and the experience of visiting the practice.
This role provides day-to-day supervision, feedback and escalation, but not formal line management. The Site Operations Manager remains responsible for formal people management.
You’ll be doing things like:
- Providing day-to-day supervision and support to the team, working alongside them throughout the shift
- Welcoming patients in person and checking them in face to face, efficiently and warmly
- Taking patient observations and role-modelling best-practice technique
- Being visible across the entrance, waiting area and observation space, stepping in when it gets busy
- Coordinating rotas and daily staffing cover
- Coaching colleagues, supporting induction and escalating performance concerns to the Site Operations Manager
- Resolving day-to-day patient and team issues
- Keeping waiting and observation areas tidy, welcoming and compliant with Health & Safety and infection control standards
- Coordinating facilities, equipment and IT issues with the relevant teams
- Gathering patient feedback and working with clinicians and the Site Operations Manager to improve patient flow and service delivery
You’ll thrive here if you:
- You enjoy being out among patients and colleagues all day, leading by example
- You’re confident supervising and supporting a small team
- You’re proactive and comfortable taking ownership
- You keep calm and organised when things get busy
- You can balance empathy and warmth with confidence and firmness
- You have strong communication and organisational skills
- You take pride in creating a safe, organised and welcoming environment
- You’re comfortable working with IT systems and learning new technology
- You enjoy solving problems and improving the way things work
- You work well with clinical, operational and central support teams
- You understand the importance of confidentiality, patient privacy and professional standards
- You want a role where you can see the impact of your work every day
Experience within healthcare, primary care or using systems such as EMIS would be helpful, but is not essential.
Find out more?
View the full job spec here