Outpatient Reception Team Lead

5 days ago

Bedford, United Kingdom Bedfordshire Hospitals NHS Foundation Trust Full time

An opportunity has arisen for a Supervisory role based in the Outpatient/Ward Clerk team at Bedford Hospital.

Your role will be to supervise and support outpatient and reception teams, ensuring all processes are carried out efficiently and effectively. This will also be a 'hands on' role as required.

This will involve the planning and coordination of staff and workload resources, ensuring training needs are met, delivering a high standard and support to our reception areas.

You will also participate in departmental HR tasks such as recruitment, selection, training, performance management and workforce rotas.

The post holder will be the first point of contact for reception areas and will work closely with the Patient Access Admin Lead and Management team to ensure a mutual understanding of all operational issues.

The Receptionist Team Lead has a 'hand on' role as a pivotal part of the outpatient reception team. They will work as part of a team providing front-line administration and have the responsibility for the day-to-day management of a team of receptionists and ensuring staff rotas adequately cover the required areas daily.

The post holder will have responsibility for ensuring an efficient and effective outpatient reception service and for carrying out staff annual appraisal, managing annual leave and sick absence. They will utilise the Patient Information Management System, Electronic Booking System and the Virtual Reception System keep all patient information accurate and up to date adhering to data quality standards. Experience in using and managing electronic information systems is essential.

The successful applicant with have recent experience in managing a team and the responsibility of recording, monitoring and management annual and sickness leave. They will also be required to have customer service experience and ideally hold a qualification in this field.

Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics.

You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high-quality training and development to help you grow your career.

We have state-of-the art facilities placing us at the heart of cutting-edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

Please review all documents attached to this advert to ensure you familiarise yourself with all requirements of the job.

To oversee the smooth operational running of the Clinic and Main Reception team, ensuring key performance indicators are delivered.

To liaise with clinic nursing team and other relevant trust staff to deal with any issues and queries relating to outpatient administration, ensuring timely resolution of issues raised and upwardly reporting these to Patient Access/Ward Clerk Admin Lead and Management team.

To attend meetings as representatives for the reception team as delegated and to participate in internal team meetings.

To carry out data validation tasks and audits as requested.

To participate in the daily Situation Report (SitRep) meeting, to escalate any service short comings or failures. This may include cross cover amongst teams or appropriate use of available bank staff.

To supervise the staff in all aspects of their duties as laid down in their job descriptions by monitoring and recording workload as necessary.

To participate in the recruitment and interviewing of appropriate grades of staff.

To participate in the first line of disciplinary process for appropriate grades of staff.

To record sick leave and conduct informal back to work interviews for staff taking sick leave in accordance with Trust policies.

To investigate the first stage of any informal/formal complaint to the Trust.

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