Job summary
Reception Team Leader - Urgent and Emergency Care (UEC)
Department - Emergency department/Same Day Emergency Care
Band 4
Hours: 37.5 per week, all MKUH roles will be considered for flexible working
o The Reception Team Leader will effectively lead and support the Urgent and Emergency Care reception team within the CSU (Clinical Service Unit) to ensure the smooth running of ED Reception and Same Day Emergency Care and all administrative processes associated with it. o Leading the reception team in the delivery of the service, against agreed service standards and Key Performance Indicators (KPIs).o Planning and managing the reception staffing rota to maintain a 24-hour service. Identifying and escalating gaps in service provision.o To manage the recruitment process for all ED reception staff and provide a training schedule and training for newly appointed staff.o 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 5.03.2026
We are unable to offer sponsorship for this role
Main duties of the job
We care We communicate We collaborate We contribute
"- NHS Survey, 2024'' They feel supported in their employers making reasonable adjustments to help them carry out their work, rating an 82.9%
The role of the UEC Reception Team Leader will effectively lead and support the UEC Administrator and Patient Booking Clerks to ensure the smooth running of the Emergency Department (ED) and Same Day Emergency Care (SDEC) receptions and all administrative processes associated with it. They will be responsible for the efficient supervision and direction of the team, ensuring all administrative 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. This role involves collaborating closely with clinician and operational management teams. The post holder will work as part of the Urgent and Emergency Care (UEC) team ensuring an efficient high quality and 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.
About us
Milton Keynes University Hospital, in proud partnership with the University of Buckingham, is a University Teaching Hospital committed to advancing patient care through cutting-edge research and education. With a "Good" rating from the CQC and significant investment underway, this is an exciting time to join our team and grow your career.
As a medium sized general hospital, we provide a full range of general medical and surgical services, including a busy Emergency Department, Maternity, and Paediatrics. As the population of our city and surrounding areas continues to grow rapidly, we are expanding and enhancing our facilities to meet rising demand and improve access to care for all our communities.
We are also proud to offer a growing portfolio of specialist services. In January 2025 we opened our state-of-the-art Radiotherapy Centre, bringing advanced cancer treatment closer to home. Our services also include neonatology, specialist surgical care, and a wide range of diagnostics, supported by the new Community Diagnostic Centre at Whitehouse Health Centre.
Further investment is underway, including the construction of Oak Wards - a new ward block featuring two 24-bed wards - and the recently approved Women and Children's Centre, set to open by 2030.
Visit our website to explore the latest news and opportunities at MKUH - News - Milton Keynes University Hospital -
For further information about Milton Keynes please visit - Visit Milton Keynes
Job description
Job responsibilities
Reception Management:
Supporting the Assistant Service Manager with the day-to-day supervision of the UEC administrative team and in the delivery of the service, against agreed service standards and Key Performance Indicators (KPIs). Supporting the Assistant Service Manager in the line management of the team such as appraisals, 1:1s, mandatory training compliance, annual leave, sickness management, and any other HR management. Planning and managing the UEC administrative rota to maintain a 24-hour service. Identifying and escalating gaps in service provision to the Assistant Service Manager and using bank provision where authorised and appropriate. Being flexible to cover any short notice, short term reception gaps as and when appropriate.
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.
Other:
Participation in the administrative rota.
Plan and organise workload according to service needs and priorities.
Work 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:
Supporting the Assistant Service Manager with the day-to-day supervision of the UEC administrative team and in the delivery of the service, against agreed service standards and Key Performance Indicators (KPIs). Supporting the Assistant Service Manager in the line management of the team such as appraisals, 1:1s, mandatory training compliance, annual leave, sickness management, and any other HR management. Planning and managing the UEC administrative rota to maintain a 24-hour service. Identifying and escalating gaps in service provision to the Assistant Service Manager and using bank provision where authorised and appropriate. Being flexible to cover any short notice, short term reception gaps as and when appropriate.
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.
Other:
Participation in the administrative rota.
Plan and organise workload according to service needs and priorities.
Work 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.
Desirable
- 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
Desirable
- Appraisal experience
- Managing Rota's experience or equivalent
- Experience in providing non-clinical advice or guidance directly to patients or carers (e.g. travel reimbursements, lost property, service navigation).
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.
Desirable
- 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
Desirable
- Appraisal experience
- Managing Rota's experience or equivalent
- Experience in providing non-clinical advice or guidance directly to patients or carers (e.g. travel reimbursements, lost property, service navigation).
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.
