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Outpatient Reception Team Leader

Whittington Hospital NHS Trust
£34,089 to £41,498 per annum including Inner London HCAS
Closing date
18 Jul 2024

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Other Health Profession
Band 5
Contract Type
Full Time
The Whittington Hospital Outpatients Department, is looking for an administrative team leader who can lead with compassion and drive efficiency in a fast-paced healthcare environment. As the administrative team leader, you'll play an essential role in coordinating the smooth operation of our department, ensuring that administrative processes support our commitment to exceptional patient care. With a focus on streamlining workflows and optimising resources, you'll contribute to the overall success of our department and the well-being of our patients. You'll have the opportunity to lead a dedicated team, fostering a culture of collaboration, professionalism, and continuous improvement.

Main duties of the job

The post holder will be responsible for the day-to-day supervision and performance of the central receptionists/administrators.The post holder will have a key role in customer care. The role involves liaison with senior management team, senior medical staff, nursing staff and other clinicians.

The post holder will communicate effectively with other departments and disciplines across the Trust. The post holder and their team will be first point of contact for patients visiting the Trust, therefore, it is important that team members portray a welcoming, professional and a caring image.

The post holder will be expected to undertake clerical and administrative duties as part of the team where appropriate, ensuring the basic and essential services are met. They will be responsible for allocating sufficient resource on the outpatient reception desks all times during the day to ensure queues are kept to a minimum, patient queries are managed swiftly and appropriately, and clinical outcomes are completed in line with trust policy. The post holder is expected to have a flexible and a can do approach in ensuring the work of the department is carried out to the required high standards. The postholder will contribute to the continuous evaluation of systems to improve the service and to meet targets. A proactive approach to problem solving is necessary for this role as is the ability to think quickly and creatively to manage issues before they become problematic.

About us

Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.

Job description

Job responsibilities

Main Duties

The post holder will supervise the team proactively to deliver the following:

Welcoming patients, visitors and staff are giving directions and generally offering help and assistance.

Consistently polite, courteous, and friendly manner when dealing with patients, visitors and staff who may be anxious or worried.

Be responsible for answering the telephone and for ensuring that messages are passed or actioned accordingly.

To ensure that all communications are dealt with confidentiality and discreetly and that a sensitive approach is used.

Respect patient and staff confidentiality

Providing support and advice to patients and staff as appropriate

Liaising as necessary with Consultants, Patient Pathway Coordinator Teams, health records, GPs as well as a range of other health professionals and departments within the hospital (for example, the wards, other specialities, health records, IM& T) ensure that the department interfaces efficiently with them.

Deal promptly and in a professional manner with telephone enquiries, taking the necessary action required to assist the caller.

To monitor staff performance against agreed standards, identify training needs and performance issues, acting and escalating as appropriate to line manager.

To collate and monitor leave of all staff authorising over time/flexi leave as and when required ensuring that minimum safe staff numbers are maintained.

To monitor and distribute the workload within the team, ensuring cover arrangements are in place where necessary.

To participate in the recruitment and selection process for new staff

To be responsible for the local induction and training of all permanent and temporary staff, ensuring that all policies and procedures are followed.

To ensure that the Trusts policies and procedures are followed within the department.

To ensure that all staff have annual appraisals and to develop staff Personal Development Plans and Objectives and attend all Trust mandatory training courses.

To supervise, support and organise the day to day running of the service, identifying resources needed, distributing the workload, and ensuring staffing levels are adequate to meet demand and priorities.

To ensure effective communication takes place with other departments as well as with senior management.

To provide motivation and leadership to the team.

To ensure all staff are compliant with and work following the agreed standard operating procedures.To ensuring that appropriate performance metrics and other information is available.

To advise other departments and team leaders in other areas of any issues within the department that could affect the running of their services

Person Specification

Education and Qualifications


  • Minimum of 5 GCSE's or equivalent including English and Mathematics

Skills & Abilities


  • Experience dealing with customer complaints and customer care.
  • The ability to prioritise tasks effectively

Knowledge & Experience


  • Knowledge of healthcare administrative systems and processes
  • High Standard knowledge of databases, spreadsheets e.g. EPR, Excel or similar applications
  • Experience of managing a team in a healthcare setting
  • Knowledge of confidentiality and data protection principles


  • Understanding of medical terminology

Personal Qualities


  • Demonstrates excellent interpersonal, verbal and written communication skills.
  • Proactive, takes own initiative
  • Team player with collegial working style and willingness to share responsibility
  • Able to deal very sensitively and non- confrontationally with colleagues, patients and relatives.

Employer details

Employer name

Whittington Hospital NHS Trust


Whittington Hospital, Imaging Department

Magdala Avenue


N19 5NF

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