Job summary
Reception Team Leader
Department - Emergency department
Band 4 pro rata if part-time
Hours: 29 per week, all MKUH roles will be considered for flexible working
We are looking for pro-active, enthusiastic, compassionate individual who understands the importance of excellence in health and safety and who enjoys working as part of a team.
You must be understanding of accurate documentation within the workplace, be self-motivated be wanting to improve patient lives and be caring at all times.
The Reception Team Leader will effectively lead and support the ED reception team within the CSU (Clinical Service Unit) to ensure the smooth running of ED Reception and all administrative processes associated with it.
Leading the reception team in the delivery of the service, against agreed service standards and Key Performance Indicators (KPIs).
Planning and managing the reception staffing rota to maintain a 24-hour service. Identifying and escalating gaps in service provision.
To manage the recruitment process for all ED reception staff and provide a training schedule and training for newly appointed staff.
Conduct regular performance reviews with all reception staff to include the development of personal development plans, in line with the Trust's appraisal policy. Ensure all staff are made aware of the training opportunities available to them.
Interview date: Week commencing 18.08.2025
Main duties of the job
The role of The Reception Team Leader will effectively lead and support the ED reception team within the CSU (Clinical Service Unit) to ensure the smooth running of the ED Reception and all administrative processes associated with it. You will be responsible for the efficient supervision and direction of the reception team, ensuring all reception duties are performed effectively and to the required standard, meeting objectives. Whilst this is a supervisor role the post holder will also provide high quality front line administrative and reception support to the Emergency Department. This involves working closely with nurses, medical staff, all Emergency Department consultants, and management team. The post holder will work as part of the Emergency Department team ensuring an efficient high quality and time service is provided. This includes providing a welcoming and professional service to patients, relatives, and all other agencies and being able to provide general non-clinical advice, such as travel expense information or assistance with lost property, directly to patients, clients, relatives or carers in a professional and supportive manner.
You will need to be flexible; staff are expected to work shift patterns, including nights where they will work independently under pressure with constant interruptions to their daily workload and exposed to conflict and sensitive issues.
About us
Administrative and Clerical staff feel supported with flexible working at MKUH, reporting 6.82 out of 10, and a 76% feel strongly about approaching their managers regarding flexible working. (NHS Staff Survey 2024)
- Free on-site parking
- Free refreshments
- Great flexible workingopportunities
- Discounted gym membership
- Lease car scheme
- Generous annual leave and pension scheme
- On site nursery (chargeable)
- Extensive staff health and well-being programme
Milton Keynes University Hospital NHS Foundation Trust, in partnership with the University of Buckingham, is a University Teaching Hospital; we conduct research and teaching on site to improve the care of our patients. The hospital is undergoing significant investment, and we are proud to be rated good by the CQC. Visit our website to catch up on our latest news.
Job description
Job responsibilities
Reception Management:
Responsible for the day-to-day supervision of the ED Reception team.
Leading the reception team in the delivery of the service, against agreed service standards and Key Performance Indicators (KPIs).
Conduct regular performance reviews with all reception staff to include the development of personal development plans, in line with the Trusts appraisal policy. Ensure all staff are made aware of the training opportunities available to them and encourage uptake. Line management of reception team such as appraisals, 1:1s, mandatory training, annual leave, sickness management and any other HR management.
Rota Coordination:
To establish forward looking rotas to clearly identify gaps to enable them to be covered.
Identify and communicate to the senior Operational and clinical team any issues affecting the rota, providing solutions and guidance where possible.
Pro-actively manage rotas daily and manage on the day absences promptly and effectively.
Negotiate with staff in relation to flexible use of sessional commitments, to minimise use of financial resources. This may be at times with short notice where negotiation and persuasive tact is required.
Other:
Participation in the reception rota and to also cover absence when needed.
Plan and organise workload according to service needs and priorities.
Works to own initiative and escalate any issues when required.
Deputise for the Assistant Service Manager as needed.
Any other duties directed by the ED Operational Manager/ Service Manager corresponding with the post and grade.
Please refer to the job description for further details.
Job description
Job responsibilities
Reception Management:
Responsible for the day-to-day supervision of the ED Reception team.
Leading the reception team in the delivery of the service, against agreed service standards and Key Performance Indicators (KPIs).
Conduct regular performance reviews with all reception staff to include the development of personal development plans, in line with the Trusts appraisal policy. Ensure all staff are made aware of the training opportunities available to them and encourage uptake. Line management of reception team such as appraisals, 1:1s, mandatory training, annual leave, sickness management and any other HR management.
Rota Coordination:
To establish forward looking rotas to clearly identify gaps to enable them to be covered.
Identify and communicate to the senior Operational and clinical team any issues affecting the rota, providing solutions and guidance where possible.
Pro-actively manage rotas daily and manage on the day absences promptly and effectively.
Negotiate with staff in relation to flexible use of sessional commitments, to minimise use of financial resources. This may be at times with short notice where negotiation and persuasive tact is required.
Other:
Participation in the reception rota and to also cover absence when needed.
Plan and organise workload according to service needs and priorities.
Works to own initiative and escalate any issues when required.
Deputise for the Assistant Service Manager as needed.
Any other duties directed by the ED Operational Manager/ Service Manager corresponding with the post and grade.
Please refer to the job description for further details.
Person Specification
Qualifications and knowledge
Essential
- Minimum of 5 GCSE's or equivalent.
- Strong IT skills in relation to Microsoft Packages
- Formal training or qualification in health administration, business administration or equivalent (e.g. BTEC Level 3 or above).
- Knowledge of a range of Trust policies and procedures, typically acquired through formal training and significant on-the-job experience.
- Experience in a similar role.
Experience
Essential
- Experience in working in an administration setting/position at a senior level.
- Experience of working in the NHS and using patient Data Systems
- Customer Service experience
- Experience in providing non-clinical advice or guidance directly to patients or carers (e.g. travel reimbursements, lost property, service navigation).
Desirable
- Appraisal experience
- Managing Rota's experience or equivalent
Skills
Essential
- Excellent administrative skills.
- Excellent organisational skills.
- Excellent communication skills, negotiation, influencing and persuasion skills.
- Highly motivated and able to work autonomously using own initiative.
- Professional attitude, approachable and enthusiastic.
- Ability to work under pressure and effectively respond to frequently changing demands.
- Assertiveness and diplomacy, when dealing with difficult situations.
- Excellent team working skills
- Attention to detail, must be able to concentrate in situations where frequent interruptions are likely.
- Able to deal with unexpected situations.
- Excellent problem-solving skills.
- Good keyboard skills and advanced use of IT packages and manipulating data.
Personal and people development
Essential
- Displays a strong motivation and commitment to success.
- Ensures personal, professional behaviour and integrity at all times.
- Develops constructive relationships and networks within the organisation.
- Ensures that the success of individuals and teams is recognised and valued.
- Willingness to attend training sessions to develop self and improve service provided to patients
Communication
Essential
- Ability to communicate effectively with all staff groups.
- Excellent communication and influencing skills.
- Ability to work effectively with challenging people/situations.
- Ability to negotiate and persuade.
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations.
Person Specification
Qualifications and knowledge
Essential
- Minimum of 5 GCSE's or equivalent.
- Strong IT skills in relation to Microsoft Packages
- Formal training or qualification in health administration, business administration or equivalent (e.g. BTEC Level 3 or above).
- Knowledge of a range of Trust policies and procedures, typically acquired through formal training and significant on-the-job experience.
- Experience in a similar role.
Experience
Essential
- Experience in working in an administration setting/position at a senior level.
- Experience of working in the NHS and using patient Data Systems
- Customer Service experience
- Experience in providing non-clinical advice or guidance directly to patients or carers (e.g. travel reimbursements, lost property, service navigation).
Desirable
- Appraisal experience
- Managing Rota's experience or equivalent
Skills
Essential
- Excellent administrative skills.
- Excellent organisational skills.
- Excellent communication skills, negotiation, influencing and persuasion skills.
- Highly motivated and able to work autonomously using own initiative.
- Professional attitude, approachable and enthusiastic.
- Ability to work under pressure and effectively respond to frequently changing demands.
- Assertiveness and diplomacy, when dealing with difficult situations.
- Excellent team working skills
- Attention to detail, must be able to concentrate in situations where frequent interruptions are likely.
- Able to deal with unexpected situations.
- Excellent problem-solving skills.
- Good keyboard skills and advanced use of IT packages and manipulating data.
Personal and people development
Essential
- Displays a strong motivation and commitment to success.
- Ensures personal, professional behaviour and integrity at all times.
- Develops constructive relationships and networks within the organisation.
- Ensures that the success of individuals and teams is recognised and valued.
- Willingness to attend training sessions to develop self and improve service provided to patients
Communication
Essential
- Ability to communicate effectively with all staff groups.
- Excellent communication and influencing skills.
- Ability to work effectively with challenging people/situations.
- Ability to negotiate and persuade.
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations.
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.
