Reports to: Welcome Team Lead for Site

Location: Deptford and Penrose Surgeries

Salary Band: £24,000 – £26,000 per annum

Hours: Full time, 37.5

The Welcome Team Coordinator is a front-of-house role focused on supporting patients face to face when they attend our practices.

Patients do not always arrive at their best. They may be unwell, anxious, worried, or frustrated. This role exists to create a calm, welcoming, and supportive environment where patients feel listened to, respected, and safe.

Alongside delivering a positive patient experience, the role supports clinical care by helping manage patient flow, maintaining accurate records, and collecting patient observations where required. The role reports to the Welcome Team Lead.

Key Responsibilities

In-Person Patient Experience

• Act as the first point of contact for patients attending the practice in person.
• Provide a warm, professional, and reassuring welcome to patients and visitors.
• Communicate clearly and compassionately with patients from all backgrounds.
• Maintain patient dignity, confidentiality, and respect at all times.
• Support a calm, well-managed waiting room environment.

Managing Patients

• Recognise that patients may be distressed, anxious, frustrated, or unwell, and respond with empathy and professionalism.
• Use de-escalation techniques to manage challenging or confrontational situations calmly and safely.