[ref. p87205617] Reception Supervisor | Milton Keynes University Hospital NHS Foundation Trust

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

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 workon 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.

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

The post holder will provideeffective 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.

Administrative and Clerical colleagues experience a highlycompassionate and inclusivework environment at MKUH, scoring 7.56 out of 10.(NHS Staff Survey 2023)

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• 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 forReceptionist and Schedulingarea.
• 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.

This advert closes on Tuesday 8 Oct 2024