Job summary
The Patient 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.
Main duties of the job
- Stand at the front of the practice to greet patients and visitors in person as they arrive - this is an active, on-your-feet role
- Move between the entrance, waiting area and observation space to check patients in for their appointments face-to-face
- Take and record patient vitals and observations ahead of their consultation
- Prepare patients for their appointment, ensuring the clinician has accurate, up-to-date information
- Support safe and smooth patient flow through the practice
- Use empathy and de-escalation skills to support patients who are anxious, unwell or upset
- Keep the observation and waiting areas clean, safe and welcoming
- Escalate urgent in-person concerns to the clinical team when needed
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.
Job description
Job responsibilities
We're looking for a Patient Coordinator to be the first face patients see when they walk through our doors. This is a hands-on, front-of-house role - You wont be answering phones, that is handled centrally. Instead, you'll be out at the front of the waiting area, greeting patients as they arrive, checking them in for their appointment, and taking their vitals to help prepare them to see the clinician.
Patients don't always arrive at their best - they may be unwell, anxious or worried. You'll be the calm, reassuring presence that helps them feel looked after from the moment they step inside, while making sure their information and observations are accurate and ready for the clinical team.
No previous clinical experience is required - full training is provided. What matters most is that you're someone who genuinely enjoys being with people, stays calm under pressure, and takes pride in getting the small things right.
Person Specification
Experience & Qualifications
Essential
- Experience in a customer-facing or patient-facing role
Knowledge
Essential
- Understanding of patient confidentiality, data protection, and professional boundaries Awareness of the challenges patients may face when attending healthcare services
Behaviours
Essential
- Empathetic, patient-focused, and emotionally aware
- Professional and respectful, even under pressure
- Resilient and able to manage challenging interactions calmly
- Reliable and well organised
- Works collaboratively as part of a team
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Penrose Health
Address
Penrose Surgery
London
London
SE17 3DW
United Kingdom
Employer's website
https://www.penrosehealth.co.uk/ (Opens in a new tab)
Receptionist - Casual in London employer: Penrose Health
Penrose Health is an exceptional employer that prioritises the wellbeing of its staff and patients alike, offering a collaborative environment where you can thrive alongside a dedicated multidisciplinary team. With a focus on reduced administrative burdens and ample opportunities for professional development, including potential GP trainer roles, you'll find a fulfilling career path in our London locations that values both personal and professional growth.
