Emergency Department Reception Supervisor

5 days ago

London, United Kingdom Barts Health NHS Trust Full time

The Royal London Emergency Department is looking to recruit an enthusiastic and motivated individual to our Reception Team as a Reception Supervisor. This post is a fixed term 6-month post and will involve shifts between 0730 and 2030, including weekends and bank holidays.

The Royal London is part of Barts Health NHS Trust, one of Britain’s leading healthcare providers and the largest trust in the NHS. It was created on 1 April 2012 by bringing together three trusts: Barts and The London NHS Trust, Newham University Hospital NHS Trust and Whipps Cross University Hospital NHS Trust. The new trust has a turnover of approximately £1.1 billion and approximately 15,000 employees.

The Emergency Department at the Royal London saw over 500 patients daily in 2019/20 from East London and beyond. It is the home to the London Air Ambulance helicopter emergency medical service (HEMS) and Physician Response Unit (PRU). In response to Covid-19, the department has undertaken new initiatives with our partners at London Ambulance Service and NHS111 to provide the right care to patients at the right time. This involves rapid assessment of patients arriving to the department as well as virtual consultants prior to patients arrival.

The post holder is responsible for supporting the Service Delivery Manager and Department Managers with the day to day running of the service.

The team supervisor will work as part of a team of supervisors to coordinate daily workloads across the Emergency Department, ensuring deadlines are met and quality is achieved and maintained. The post holder will work closely with this delegated team and ensure an efficient, effective and courteous service is provided for all patients, GPs, hospital staff and other service users contacting The Emergency Department.

To lead a team of receptionists in the Emergency Department to ensure robust admin support systems are in place to help facilitate the patient flow within department.

To provide training, support and supervision to a team of ED Receptionists.

Provide demonstrate high quality and comprehensive range of administrative and reception duties.

Barts Health is one of the largest NHS trusts in the country, and one of Britain’s leading healthcare providers.

The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation. Having lifted ourselves out of special measures, we now have the impetus and breathing space to chart a fresh course in which we are continually striving to improve all our services for patients.

Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which ourWeCarevalues and behaviours are visible to all and guide us in how we work together.

We strive to live by ourWeCarevalues and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment.

Operational Management
- To work in conjunction with the Service Delivery Manager to ensure the Emergency department reception areas run smoothly on a day to day to day basis, handling issues as they arise.
- Ensure a quality, patient focused administrative and reception function is in place to support the clinicians and nurses within the department
- To assist the senior managers to ensure that health and safety standards are maintained within the departments at all times and notify the appropriate manager or representative for any action required.
- Undertaking risk assessments and take action when required
- Deal with patient complaints and concerns, resolving locally where possible, and where this is not possible to ensure the appropriate process is followed and documented
- To investigate complaints relating to A&C staff and Administrative Systems and forward to the Senior Manager / Complaint Manager for final approval
- To monitor performance regularly to ensure that it is responsive to individual requirements and that appropriate standards are maintained.
- Ensure patient health records are stored in line with the Trust Information Governance.
- To assist in requesting patient notes from Medical Records and to arrange for return of all patient notes to Medical Records
- To ensure that all information required for the billing of all oversees patients is complete and ready for collection from the Oversees patients department
- To be responsible for monitoring and ensuring that all ED reception staff are registering patients using PDS search to capture full demographic de

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