Front of House Lead - GP Practice

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.,

• 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
  
  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.