Job summary
The ED Reception Manager is responsible for organising and coordinating the Emergency Department administrative operations and procedures in order to ensure organisational effectiveness and efficiency. They will be responsible for the management of a team in a leadership role.
Main duties of the job
Guy's and St Thomas' is among the UK's busiest and most successful NHS foundation trusts.
An exciting opportunity has risen for a Band 5 Emergency Department Reception Team Supervisor. This post is a 37.5 hours, with flexible working pattern as shifts which will include both weekend, evening and potential night working as appropriate.
The Emergency Department Reception Team Supervisor is responsible for the reception team that supports the smooth running of the department. The position is cross site and includes our Guy's Urgent Care Centre. The Emergency Department Reception Team Supervisor is responsible for having a "helicopter view" of the team's status across the entire department including the UCC and Paediatric Emergency Department. The role will consist of a large leadership element being a role model for teamwork, leadership and professionalism with in the ED. The Emergency Department Reception Team Supervisor will be supported by the Service Manager as well as the wider Emergency Department team.
Strong communication and organisational skills with the ability to work well with others within different roles within the Emergency Department are key to this position, as is strong administrative experience and the drive to improve patient care
About us
Guy's and St Thomas' NHS Foundation Trust comprises five of the UK's best known hospitals - Guy's, St Thomas', Evelina London Children's Hospital, Royal Brompton and Harefield - as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation.
We are among the UK's busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services for people in Lambeth and Southwark.
We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs.
We strive to recruit and retain the best staff as the dedication and skills of our employees lie at the heart of our organisation and ensure that our services are of the highest quality, safe and focused on our patients.
Job description
Job responsibilities
A list of staff the post holder will have regular contact with:
Service Manager, Matrons, Consultants and Junior Medical Staff, Nursing Staff, Clinical Nurse Specialists, Allied Health Professionals, Administrative and Clerical Support Staff.
As the NHS, we are reminded every day of how important life is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for our patients, our staff and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether thats job share, part time or another flexible pattern. If it works for the service, well make it work for you.
Duties and Responsibilities
- Manage the implementation and overall management of office systems, control processes and risk management arrangements to ensure effective delivery of service.
- Act as the first point of contact for the team dealing with verbal and telephone enquiries and correspondence in an effective, courteous and timely manner using initiative as to appropriate action to be taken.
- Responsible for day-to-day organisation of the team, including handling mail, maintaining adequate stationery supplies, room bookings and all equipment is in working order.
- Deal with the day to day operational issues and ensure that complaints are investigated and managed effectively.
- Responsible for designing processes and protocols for the administrative function. Ensure that these are reviewed continuously and recommendations are made for improvement as appropriate
- Responsible for establishing and maintaining accurate electronic filing to minimise the requirement for paper filing.
- Effective management of the telephone and PC purchases. This includes monitoring usage, ordering, maintaining and keeping a track on bleeps/pagers, Blackberries and mobile phones.
- Ensure cover is provided for the office in the event of leave or other absences.
- Maintain records of annual leave, sickness absences, training (including Mandatory Training) and staff appraisals within set timeframes and forwarding relevant information to HR and Occupational Health and preparing routine reports as required.
Staff Management
- Supervise and manage a small team on a day to day basis, in line with Trust policies on staff management, including recruitment & selection, performance and absence management.
- Carry out regular performance appraisals for team members, identifying training and development needs and ensuring that these are met.
- Ensure that new and temporary members of staff receive a full induction to the department and their role.
- Ensure that robust arrangements are in place to provide effective sickness and annual leave cover within the team, minimising agency usage.
- Assist management with the recruitment and selection process ensuring all actions meet Trust requirements.
- Motivate, develop and support individual staff members.
- Hold regular team meetings and facilitate clear and effective two-way communication with the team.
- Ensure that the team are up to date with Trust and department policies and procedures and developments that affect their working life.
- Participate in discussions concerning ways to improve service provision and the work environment.
The post holder is required to follow Trust policies and procedures which are regularly updated including:
Confidentiality / Data Protection / Freedom of Information
Post holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection Act of 2018. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person, those staff will be liable to disciplinary action up to and including dismissal. Moreover, the Data Protection Act 2018 also renders an individual liable for prosecution in the event of unauthorised disclosure of information.
Following the Freedom of Information Act (FOI) 2000, post holders must apply the Trusts FOI procedure if they receive a written request for information.
Information Governance
All staff must comply with information governance requirements. These includes statutoryresponsibilities (such ascompliance with the Data Protection Act),following nationalguidance (such as theNHS Confidentiality Code of Practice) andcompliance with local policies and procedures (such as the Trust's Confidentiality policy). Staff are responsible for any personal information (belonging to staff or patients) that they access and must ensure it is stored, processed and forwarded in a secure and appropriate manner.
Equal Opportunities
Post holders must at all times fulfil their responsibilities with regard to the Trusts Equal Opportunities Policy and equality laws.
Health and Safety
All post holders have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that the Trusts health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees.
Infection Control
All post holders have a personal obligation to act to reduce healthcare-associated infections (HCAIs). They must attend mandatory training in Infection Control and be compliant with all measures required by the Trust to reduce HCAIs.All post holders must comply with Trust infection screening and immunisation policiesas well as be familiar with the Trusts Infection Control Policies, including those that apply to their duties, such as Hand Decontamination Policy, Personal Protective Equipment Policy, safe procedures for using aseptic techniques and safe disposal of sharps.
Job description
Job responsibilities
A list of staff the post holder will have regular contact with:
Service Manager, Matrons, Consultants and Junior Medical Staff, Nursing Staff, Clinical Nurse Specialists, Allied Health Professionals, Administrative and Clerical Support Staff.
As the NHS, we are reminded every day of how important life is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for our patients, our staff and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether thats job share, part time or another flexible pattern. If it works for the service, well make it work for you.
Duties and Responsibilities
- Manage the implementation and overall management of office systems, control processes and risk management arrangements to ensure effective delivery of service.
- Act as the first point of contact for the team dealing with verbal and telephone enquiries and correspondence in an effective, courteous and timely manner using initiative as to appropriate action to be taken.
- Responsible for day-to-day organisation of the team, including handling mail, maintaining adequate stationery supplies, room bookings and all equipment is in working order.
- Deal with the day to day operational issues and ensure that complaints are investigated and managed effectively.
- Responsible for designing processes and protocols for the administrative function. Ensure that these are reviewed continuously and recommendations are made for improvement as appropriate
- Responsible for establishing and maintaining accurate electronic filing to minimise the requirement for paper filing.
- Effective management of the telephone and PC purchases. This includes monitoring usage, ordering, maintaining and keeping a track on bleeps/pagers, Blackberries and mobile phones.
- Ensure cover is provided for the office in the event of leave or other absences.
- Maintain records of annual leave, sickness absences, training (including Mandatory Training) and staff appraisals within set timeframes and forwarding relevant information to HR and Occupational Health and preparing routine reports as required.
Staff Management
- Supervise and manage a small team on a day to day basis, in line with Trust policies on staff management, including recruitment & selection, performance and absence management.
- Carry out regular performance appraisals for team members, identifying training and development needs and ensuring that these are met.
- Ensure that new and temporary members of staff receive a full induction to the department and their role.
- Ensure that robust arrangements are in place to provide effective sickness and annual leave cover within the team, minimising agency usage.
- Assist management with the recruitment and selection process ensuring all actions meet Trust requirements.
- Motivate, develop and support individual staff members.
- Hold regular team meetings and facilitate clear and effective two-way communication with the team.
- Ensure that the team are up to date with Trust and department policies and procedures and developments that affect their working life.
- Participate in discussions concerning ways to improve service provision and the work environment.
The post holder is required to follow Trust policies and procedures which are regularly updated including:
Confidentiality / Data Protection / Freedom of Information
Post holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection Act of 2018. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person, those staff will be liable to disciplinary action up to and including dismissal. Moreover, the Data Protection Act 2018 also renders an individual liable for prosecution in the event of unauthorised disclosure of information.
Following the Freedom of Information Act (FOI) 2000, post holders must apply the Trusts FOI procedure if they receive a written request for information.
Information Governance
All staff must comply with information governance requirements. These includes statutoryresponsibilities (such ascompliance with the Data Protection Act),following nationalguidance (such as theNHS Confidentiality Code of Practice) andcompliance with local policies and procedures (such as the Trust's Confidentiality policy). Staff are responsible for any personal information (belonging to staff or patients) that they access and must ensure it is stored, processed and forwarded in a secure and appropriate manner.
Equal Opportunities
Post holders must at all times fulfil their responsibilities with regard to the Trusts Equal Opportunities Policy and equality laws.
Health and Safety
All post holders have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that the Trusts health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees.
Infection Control
All post holders have a personal obligation to act to reduce healthcare-associated infections (HCAIs). They must attend mandatory training in Infection Control and be compliant with all measures required by the Trust to reduce HCAIs.All post holders must comply with Trust infection screening and immunisation policiesas well as be familiar with the Trusts Infection Control Policies, including those that apply to their duties, such as Hand Decontamination Policy, Personal Protective Equipment Policy, safe procedures for using aseptic techniques and safe disposal of sharps.
Person Specification
Qualifications/ Education
Essential
- Educated to degree level or equivalent qualification or experience.
- GCSE or equivalent in Maths and English
Desirable
Previous experience
Essential
- Proven experience of managing a busy office or as a senior administrator with a significant level of responsibility.
- Proven practical experience of setting up and maintaining effective and efficient workflow and administrative systems (2)
- Previous supervisory/Staff Management experience, including exposure to dealing with a range of issues e.g. appraisal, grievance and disciplinary procedures.
Desirable
- Experience of working within the NHS in an Emergency Department
Skills/Knowledge/ Ability
Essential
- Excellent organisational skills with a demonstrable ability to prioritise workload and work methodically, efficiently and accurately to meet deadlines
- Demonstrable communication and influencing skills with the ability to remain calm, effective and efficient during difficult situations.
- Ability to show initiative and work independently where appropriate
- Ability to communicate clearly verbally and in writing
- Ability and willingness to handle confidential information without compromising confidentiality or trust
- Methodical approach and attention to detail
- Ability to be flexible and to adapt to changing and challenging circumstances
- Ability to use word processing, spreadsheet and database packages in particular Microsoft Word, Excel, Access and Outlook
- An understanding of Diversity and Equal Opportunity issues.
Person Specification
Qualifications/ Education
Essential
- Educated to degree level or equivalent qualification or experience.
- GCSE or equivalent in Maths and English
Desirable
Previous experience
Essential
- Proven experience of managing a busy office or as a senior administrator with a significant level of responsibility.
- Proven practical experience of setting up and maintaining effective and efficient workflow and administrative systems (2)
- Previous supervisory/Staff Management experience, including exposure to dealing with a range of issues e.g. appraisal, grievance and disciplinary procedures.
Desirable
- Experience of working within the NHS in an Emergency Department
Skills/Knowledge/ Ability
Essential
- Excellent organisational skills with a demonstrable ability to prioritise workload and work methodically, efficiently and accurately to meet deadlines
- Demonstrable communication and influencing skills with the ability to remain calm, effective and efficient during difficult situations.
- Ability to show initiative and work independently where appropriate
- Ability to communicate clearly verbally and in writing
- Ability and willingness to handle confidential information without compromising confidentiality or trust
- Methodical approach and attention to detail
- Ability to be flexible and to adapt to changing and challenging circumstances
- Ability to use word processing, spreadsheet and database packages in particular Microsoft Word, Excel, Access and Outlook
- An understanding of Diversity and Equal Opportunity issues.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
