An exciting opportunity has arisen in Patient Access based at Liverpool Women's Hospital for a full time (37.5 hours per week) Band 3 Reception Team Leader.
The successful candidate will be responsible for the management of sickness, annual leave, rota planning, personal development reviews, ensuring all departments are covered within each area and local KPI's are met.
One of the main duties is to ensure that all patients have been booked in/out correctly and will give staff the appropriate training to complete their daily tasks.
Main duties of the job
The successful candidate will already be part of the reception team and will be looking to develop themselves into their first supervisory position. The reception team leader will support the Office Manager in producing weekly staff rotas to ensure all areas of reception out-patients have administrative cover allocated as required.
The reception team leader will be required to work across site between Liverpool Women's Hospital and Aintree Hospital.
Job responsibilities
To manage the team, ensuring that all appropriate services are involved. This includes highlighting problems or delays and escalating them to the Reception Manager.
To be part of the Reception desk rota with the additional responsibility of supporting the team with training and problem solving.
Updating systems (e.g., Meditech & In-touch) to meet the needs of service demands, i.e., ensuring the booking out is completed within required turnaround.
Ensure effective allocation of reception staff within the team to maximise effectiveness.
Ensure performance of the team is monitored and make changes when necessary to ensure effective utilisation of resources.
To implement Trust policies and local directorate procedures for own area.
To exercise independent judgement when dealing with enquiries from patients, staff, relatives and Healthcare Professionals and resolving where possible.
Responsible for reception staff recruitment and retention, including shortlisting, interviewing, local induction, mandatory training, absence management, appraisal, disciplinary and capability procedures.
To ensure that the reception service is adequately staffed at all times, organising staff rota and working hours.
To ensure good communication and effective relationships are maintained both within the reception team and with health professionals, internal and external, to provide an effective service.
To receive regular communications and deliver to the reception team.
Validation of Booking Out Spreadsheet.
To line manage members of the reception team, including compliance with standard operating procedures.
Person Specification
Qualifications & Learning
* 5 GCSE's or equivalent.
* NVQ 3 in customer care and business administration or equivalent experience in a clerical role.
* Proven experience working in a clerical role.
* Proven experience in a clerical role within the NHS.
* Proven experience of staff management.
* ECDL.
Personal Qualities
* Good organisational skills.
* Able to maintain a professional approach when working under pressure.
* Be able to maintain confidentiality.
* Ability to work flexibly.
* Self-motivated and enthusiastic.
* Knowledge of administrative and management procedures and practices.
* Knowledge of MS Office, Excel and basic keyboard skills.
* Excellent communication skills, both verbal and written.
* Good communication and interpersonal skills at all levels.
* Ability to work as part of a team.
* Knowledge of specialist medical terminology.
* An efficient and methodical approach to the maintenance of waiting lists, statistics and admissions diaries.
* Experience of Meditech.
* Understanding of Trust policies and NHS agenda.
* Knowledge of the Trust's rules regarding confidentiality.
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.
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