About this role
Job summary The Emergency Department (ED) Team Leader is responsible for the day-to-day operational management of the ED Reception Service, ensuring the delivery of a high-quality, efficient and patient-centred administrative service. The post holder will provide leadership and supervision to reception staff, ensuring safe staffing levels, effective workload allocation and delivery of key operational objectives. Working collaboratively with clinical and non-clinical teams, the Team Leader will support patient flow, maintain data quality standards and ensure the accurate registration and management of patient information. The role includes staff training and development, attendance monitoring, performance management, rota coordination and service improvement activities. The successful candidate will act as a role model for Trust values, ensuring compliance with Trust policies, procedures and national standards whilst supporting the smooth running of one of the Trust's busiest departments.
Main duties of the job
* To advise, support and operationally line manage a team of ED reception staff on a daily basis ensuring adequate coverage of duties across a defined area, including signing of staff time sheets.
* To be responsible for the day-to-day supervision of clerical staff within ED, ensuring that they meet and maintain the required standard and output of work.
* To ensure high-quality reception duties through welcoming and greeting patients, relatives, staff and visitors is adhered to within the department. Ensure staff members are professional and courteous and deal appropriately with enquiries ensuring each is followed up and responded to.
* To take responsibility for the allocation of workloads in ED Reception ensuring workloads and quality levels are monitored through Performance Management under the direction of the ED Reception Manager.
* Plan work schedules/rotas on a regular basis ensuring adequate staffing levels are maintained, taking into account annual leave, sickness absence, staff training etc.
* Operationally managing resources and changing processes to achieve required standards, raising any performance issues with the ED Reception Manager.
* To coordinate and carry out 'on the job' training and instruction of locate agency staff / new reception staff in the correct use of PAS and other administrative functions.
About us
University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.
Job description Job responsibilities *Please Note : For a detailed job description for this vacancy, please see attached Job Description*
Person Specification
Qualifications Essential
*Numerate and Literate *Pass in English Language GCSE or equivalent
Desirable
*NVQ level 3 Administration or equivalent commensurate experience
Experience Essential
*Ability to manage workload *Experience with customer service *PAS system experience, customer care, relevant senior administrative experience, experience of leading teams, keyboard skills, clerical and organisational skills *Purpose of the NHS and its objectives
Desirable
*Previous experience of managing a team *Previous NHS employment *Reception experience
Additional Criteria Essential
*Methodical and accurate *Team working and working to own initiative *Good working knowledge of computerised systems & ability to learn quickly *Confident telephone manner maintaining Patient Confidentiality and Data Protection issues *Proficient in Microsoft Access, Excel & Word. *Ability to work shifts including weekends/Bank Holidays
Desirable
*Confident telephone manner maintaining Patient Confidentiality and Data Protection issues
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.
Employer details Employer name University Hospitals Birmingham NHS Foundation Trust
Address Queen Elizabeth Hospital
Mindelsohn Way
Birmingham
West Midlands
B15 2TH
United Kingdom
Employer's website https://www.uhb.nhs.uk/jobs.htm (Opens in a new tab)