Reception Supervisor

Job overview

Reception Supervisor

Department: Outpatients Reception, Patient Access

Band 4 Agenda for Change.

Hours 37.5 per week. (12.00 - 20.00)

All MKUH roles will be considered for flexible working

An opportunity has arisen to join the patient access team.

The successful candidate will work across multiple sites, providing care for MKUH:

MKUH Hospital Site

Witan Gate House,

Brooklands Health Centre

Lloyds Court

White House Park

Stony Stratford Medical Centre

We are looking for dynamic candidates who have previous customer care experience and reception experience, in a front facing position. The successful candidate will be able to work on their own initiative, be proactive and able to maintain a professional demeanour whilst meeting the Trusts high standards and demonstrating our core values.

We are looking for someone who could work 12.00 to 20.00 to cover our afternoon and evening receptionist.

There will be an expectation of resilience, fortitude, a calm demeanour, excellent interpersonal skills, robust written communication, a knowledge of excel, experience in conflict resolution, absence management, a desire to learn and develop, equality and diversity, along with the ability to empathise and act with kindness and fairness.

Interview date: 17th October, 2024.

Main duties of the job

The post holder will contribute to the delivery of high quality, safe and compassionate healthcare to patients by providing an administrative service focused on the patient and their individual needs.

The post holder will provide effective and efficient administrative support to the Outpatient Reception and Central Booking Function. The staff member will work consistently to provide high quality customer service and will be always professional , working in line with Trust and department policies and procedures.

Working for our organisation

Administrative and Clerical colleagues experience a highly compassionate and inclusive work environment at MKUH, scoring 7.56 out of 10. (NHS Staff Survey 2023)

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.

Detailed job description and main responsibilities

Day to day supervision of Reception staff

Planning of staff rosters, utilising Healthroster. Authorising annual leave and ensuring the service is maintained.

Planning of daily tasks ensuring all necessary tasks are supported appropriately and providing timely responses to the service need to amend staffing rotation and rotas to meet demand.

Undertaking one to one meeting with direct line reports.

Responsible for ensuring Reception staff have required training and skills, reviewing individual training needs and gaps to ensure that staff are supported and trained to effectively fulfil their duties.

Undertaking audits, including monitoring of Clinic Outcome Forms, to identify and rectify process issues.

Monitoring of eCare request lists to ensure that patients are being offered appointments within appropriate timeframes, in liaison with Patient Pathway Co-ordinators and Operational teams.

Ensuring Standard Operating Procedures (SOPs) are embedded within the service to ensure efficiency and provide robust governance.

Work within a delegated budget for office equipment and services

Implementation of Trust policies for Receptionist and Scheduling area.

Provide a customer focused service dealing with all patients or visitors in an efficient, polite, and courteous manner

Handle queries from patients/relatives confidentially and sensitively; referring clinical-related queries to appropriate staff

Interact with patients and relatives in distress in a sensitive and empathetic manner.

Take and relay as appropriate, telephone enquiries and messages, using initiative and prioritizing skills when disseminating information

Responsible for ensuring all activity is finalised in a timely manner using Trust's patient administrative system (eCare) or appropriate IT system including 'did not attends' (DNAs) and discharges.

Please refer to the job description for further details.

Person specification Qualifications and knowledge Essential criteria

• Good general education including English at GCSE (Grade C or above) or equivalent
• Good standard of spoken English
• Strong IT skills in relation to Microsoft packages including word/excel and Microsoft to NVQ level 3 or RSA III or equivalent experience.
• Understanding of confidentiality in the workplace

Desirable criteria

• Knowledge of Waiting list procedures
• Knowledge of medical terminology
• Knowledge of NHS Administration systems
• Working knowledge of the local Patient Access Policy
• Understanding of NHS plan and waiting targets

Experience Essential criteria

• Minimum 6 months customer care work experience or previous clerical experience.
• Ability to input and retrieve information on a computerised system whilst adhering to complex local and national policies and guidelines accurately and efficiently
• Experience of working in a busy environment dealing with peaks of high workload.

Desirable criteria

• Experience of handling inbound and outbound telephone calls of a potentially sensitive nature whilst recording information accurately into multiple electronic data systems
• Experience of transcribing dictation or copy typing
• Clerical experience in a healthcare environment

Skills Essential criteria

• Excellent word processing skills / computer skills
• Evidence of working under pressure to tight deadlines and deal with difficult situations e.g., patients, public and visitors.
• Good administrative skills
• Strong organisational skills with ability to prioritise and plan a range of activities or programmes
• Good attention to detail
• Ability to make decisions using own initiative, exercising judgement to resolve patient and or staff queries

Personal and people development Essential criteria

• Willingness to attend training sessions to develop self and improve service provided to patients

Communication Essential criteria

• Effective verbal and written communication skills
• Good telephone manner
• Good all round communication skills
• Good customer service skills

Specific requirements Essential criteria

• Able to perform the duties of the post with reasonable aids and adaptations
• Computer literacy