Band 4 ED Reception Team Leader

University Hospitals Birmingham NHS Foundation Trust; West Midlands; On-site; GBP 28,000 - 31,000; Part time

Job summary

University Hospitals Birmingham NHS Foundation Trust is seeking an ED Team Leader to manage the day-to-day operations of the ED Reception Service, ensuring a high-quality, patient-centred administrative function. You will lead reception staff, monitor workloads, and support patient flow and data quality in a busy department.

Role includes staff training, attendance monitoring and rota coordination, with a focus on compliant processes and NHS objectives.

Qualifications

• Numerate and Literate.
• Pass in English Language GCSE or equivalent.
• Experience with customer service and workload management.
• PAS system experience, customer care, senior administrative experience, leading teams.

Responsibilities

• Advise, support and line manage a team of ED reception staff to ensure adequate coverage and sign-off of timesheets.
• Supervise clerical staff to maintain required standards and output.
• Ensure high-quality reception duties with professional and courteous service while handling enquiries and follow-ups.
• Allocate workloads in ED Reception and monitor performance under the ED Reception Manager.
• Plan work schedules/rotas, considering leave and sickness, and coordinate rosters.
• Coordinate training for agency staff and new reception staff on PAS and administrative tasks.

Skills

Team leadership

Customer service

Workload management

Clerical skills

Telephone etiquette

Keyboard skills

Data protection

Education

English GCSE or equivalent

Tools

PAS system

Microsoft Access

Microsoft Excel

Microsoft Word

Job description

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, Tasks & Skills Required

• 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

*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.

Pay scheme

Agenda for Change

Band

Band 4

Salary

£28392.00 to £31157.00 Yearly

Contract

Permanent

Working pattern

Part-Time, Flexible Working

Reference number

304-1098692

Job locations

Queen Elizabeth Hospital
Mindelsohn Way
Birmingham
West Midlands
B15 2TH

Job Description

JD PS.pdf – 416KB Opens in a new window