Patient Services Lead

Job Advert Skip to main content Cookies on NHS Jobs We've put some small files called cookies on your device to help us make improvements to our site. To improve our site we'd also like to use cookies which will send information to Google Analytics. You can read more about our cookies before you choose. Accept analytics cookies Do not accept analytics cookies Jobs Menu Sign in Create an account English Cymraeg Menu Close menu Search Sign in Create an account Display in Welsh (Cymraeg) Search Sign in Create an account Display in Welsh (Cymraeg) BETA Your feedback will help us to improve this service. Penrose Health Patient Services Lead The closing date is 28 October 2026 Apply for this job Job summary Youll 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. Youll oversee day-to-day operations at the front desk, manage your teams 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 . Details Date posted 30 September 2026 Pay scheme Other Salary £27,000 to £29,000 a year Contract Permanent Working pattern Full-time Reference number 589283 Job locations Penrose Surgery London London SE17 3DW United Kingdom Kingfisher Medical Centre London London Se8 5DA United Kingdom Job description Job responsibilities Looking for a hands-on leadership role where you can make