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Job overview

This role will involve the supervision of the outpatient department reception teams and management of service.

The successful candidate will have the drive and determination to ensure the Patient Administration outpatient reception service flows efficiently and that the service delivery and customer service is maintained to a high standard.

This position is a rewarding but challenging opportunity for the right candidate. You must be able to demonstrate:

• Excellent interpersonal  and communication skills

• Excellent customer service skills

• Experience in staff supervision and development

• Evidence of personal development or of willingness to personally develop

• Flexible to cross-site working

• The ability to work within and across teams to meet service demands

• Knowledge of patient pathways and referral to treatment targets

If you are experienced, motivated, innovative and a dedicated individual who feels they can make a real difference to our team we would love to hear from you.

For the full details and requirements of this post please refer to the job description and person specification.

Informal enquiries – please contact Francis Edwards on 01708 435000 Ext. 6259.

'Previous applicants need not apply’

Main duties of the job

Provide first line management for members of the reception team as identified, ensuring staffing levels and absence management is undertaken to meet the teams’ day to day objectives.

To provide a courteous and helpful service to staff, colleagues, clinicians, patients and any other users of the department ensuring that quality standards are met and maintained.

To ensure reception processes are correctly followed to enable accurate revenue capture, completion of accurate RTT, further appointment booking and transport requirements within agreed timescales for all relevant scheduled clinics held in the department.

Enable and ensure all staff complete the required mandatory and departmental training and complete Personal Performance Reviews with individual staff members directly reporting to the role.

To provide good two way communication with the team and Outpatient Service Support Manager, facilitating meetings as and when appropriate.

Organise team and own workload in order to meet challenging deadlines, escalating any issues identified or forecast.

Working for our organisation

We’re an organisation that is getting better and better. We were the most improved Trust in England for A&E performance in 2023/24; we’re no longer in special measures; and Matthew Trainer, our Chief Executive, has been named the top CEO by the Health Service Journal. Our improvements are driven by a determination to deliver care we’re proud of and that our patients are happy with.
 
Many of our 8,000 staff – who come from 146 different countries - live in the three diverse London boroughs we serve and the majority are from black, Asian and minority ethnic groups. More than 400 of them are on apprenticeship programmes and we’re proud to be a London Living Wage employer.
 
We operate from two main sites - King George Hospital (KGH) in Goodmayes and Queen’s Hospital in Romford. We have two of the busiest emergency departments in London – more than 300,000 people visited our A&Es in 2023. 
 
Patients across north east London are benefitting from two new state of the art theatres at KGH and our Community Diagnostic Centres at Barking Community Hospital and St George’s Health and Wellbeing Hub will significantly increase the number of scans that can be carried out. 
 
We’re looking forward to introducing an electronic patient record next year. This will mean the records of any patient visiting one of the seven hospitals run by BHRUT and Barts Health will be accessible to the clinical teams. It’ll make things easier for staff and will be better for patients.