ED Reception Manager

at  Lewisham and Greenwich NHS Trust

To assist the Service and Assistant Service Managers in the provision of a high quality administrative/operational service
To be responsible for the day to day operational management of the clerical and administrative team.
To provide and develop a working environment which encourages high morale and commitment amongst the staff and excellent customer service.
To ensure all Administrative staff working within the Emergency Department deliver a high quality, responsive and cost effective Emergency Service in line with the requirements of the Trust’s internal Policies, Procedures and the Department’s Service Plan.
To provide cover for the Data Manager and deputise for the Service Manager as required.
To provide an efficient and effective administrative service that supports the clinical teams to deliver a high-quality patient service at the point of reception through to discharge/admission.
Ensure all reception duties are covered on a 24 hour basis
Management of staff rotas, producing a rolling rota for the administrative reception staff
To ensure an even workload through the administrative areas of the department by continuous monitoring.
Produce monthly reports for manpower and sickness for reception staff
Produce weekly performance figures for the department against all quality indicator targets
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
Widening access (anchor institution) and employability
Improving the experience of staff with disability
Improving the EDI literacy and confidence of trust staff through training and development
Making equalities mainstream
Performance
In close liaison with the Service manager, ensure that robust administrative process are developed and implemented
Manage the day to day running of the reception areas by determining work priorities and allocating resources accordingly.
Manage the rolling rota for staff
As required, carry out regular audits of reception processes, workload and quality statistics
Undertake reception and clerical duties as required
To deal with telephone calls in a polite and courteous manner, using tact and discretion
To work collaboratively with UHL Hospital site counterpart to ensure cross site cover in the event of staff shortage.
To assist in the recruitment procedure and carry out interview for reception vacancies.
To identify staff training needs and oversee the continuing personal development of staff by regular performance development reviews and personal development plans and ensure all staff attend mandatory training.
To ensure effective communications systems are maintained, including carrying out Team briefing sessions for reception staff in the absence of the Assistant Business Manager.
To carry out investigations under the Disciplinary and Appeals procedure and to be responsible for issuing informal warnings to subordinate staff.
To provide information pertaining to the Department as required:
Generate reports relating to the performance of the department with the Quality Indicators and work with the management team to ensure operational procedures are carried out correctly to ensure compliance.
Ensure effective and regular communication with Senior Management.
With the Service Manager, ensure that appropriate and cost effective administrative staffing profile and skill mix are developed and maintained, taking into account current and projected workload and service plans.
Complete weekly performance reports for Service Manager as require

Please refer the Job description for details