Deputy Reception Manager

Department: Outpatients, Patient Access

Band 5 Agenda for Change.

Hours 37.5 per week.

All MKUH roles will be considered for flexible working

An opportunity has arisen to join the patient access team.

The successful candidate will work across multiple sites, providing care for MKUH:

MKUH Hospital Site

Witan Gate House,

Brooklands Health Centre

Lloyds Court

White House Park

Stony Stratford Medical Centre

We are looking for dynamic candidates who have previous customer care experience and supervisory experience. The successful candidate will be able to work on their own initiative, be proactive and able to maintain a professional demeanour whilst meeting the Trusts high standards and demonstrating our core values.

There will be an expectation of resilience, fortitude, a calm demeanour, excellent inter personal skills, robust written communication, a vigorous knowledge of excel, experience in HR matters, absence management, employment supervision, equality and diversity, along with the ability to empathise and act with kindness and fairness.

'Role will close early when we meet the cap'

Interview date: To be confirmed

Main duties of the job

The post holder will have the day-to-day supervision of the Outpatient reception department within Milton Keynes Hospital. They will have a key role in supporting the delivery of 18 Weeks 'Referral to Treatment (RTT)' targets and preparing reports and information for performance meetings.

Good communication skills and being able to work with all levels of staff are crucial, with the ability to remain calm under pressure to meet deadlines. As the deputy they are able to escalate to the manager.

The postholder will be expected to undertake a wide range of duties to support the Patient Administration Service. Providing support and expert knowledge to the administrative team within the administrative services, they will assist to oversee all administrative and clerical processes to enable a high quality, effective patient focussed service to be delivered, utilising standard operating procedures to ensure achievement of all KPI'swith the ability to escalate any concerns to their manager.

About us

MKUH staff scored highest for 'I look forward to coming to work' (NHS Staff Survey 2023).

Milton Keynes University Hospital NHS Foundation Trust, in partnership with the University of Buckingham, is a University Teaching Hospital we conduct research and teaching on site to improve the care of our patients. The hospital is undergoing significant investment, and we are proud to be rated good by the CQC. Visit our website to catch up on our latest news.

Job description

Job responsibilities

Assisting with the line management of the Outpatient reception team.

Supporting the manager to ascertain that annual leave and sickness is managed and recorded accurately for staff directly managed and that adequate cross cover arrangements are in place.

Support the manager to develop staffing rotas to ensure adequate cover of all areas within the MKUH Outpatient footprint.

Assist with the management of sickness absence in accordance with the Trusts Policy and Guidelines, completing sickness absence forms for submission monthly.

Implement Trust systems for managing individual performance and for resolving poor performance.

Be responsible for continuing personal and professional development of staff and undertake yearly appraisals and escalate to the manager any concerns.

Assist with the recruitment of staff with the appropriate skills to support the needs of the service.

Escalate training needs, including business systems, of staff are met to be able to provide patient focused service to the manager.

To assist to develop, deliver and monitor training and awareness sessions for administrative staff within the Outpatient Administration Team

Ensure induction of new staff to the Team and ensure that they are fully trained on policies and procedures relating to the Outpatient Administration Team

Work with the manager to ensure that Standard Operating Procedures are adhered to by all administrative staff within the Outpatient Administration Team

Work with the manager to ensure that there is a high quality of patient data entered onto the eCare system by staff and this is maintained throughout the Outpatient Administration Team.

Please refer to the job description for further details.

Person Specification

Qualifications and knowledge

Essential

• Degree or equivalent experience or equivalent training and experience
• Knowledge of business case procedures, range of computerised software, managerial knowledge, project monitoring, such as oSound knowledge of eCARE oAbility to run reports oKnowledge of RADAR oKnowledge of HR processes Or willingness to complete training (apprenticeship / MK Managers Way / HR training)
• Evidence of continued development
• 18 week Referral to Treatment (RTT) pathway knowledge and understanding
• RTT Cancer Pathway

Desirable

• Specialist knowledge across range of procedures, underpinned by theory

Experience

Essential

• Proven , relevant - staff management experience
• Experience of working within NHS

Desirable

• Operational and Budgetary management
• People management
• Business Planning

Skills

Essential

• Computer literacy
• Ability to prioritise
• Ability to work under pressure to meet tight deadlines
• Flexible approach

Desirable

• Report writing
• Presentation skills
• Ability to interpret complex information and data

Personal and people development

Essential

• High level of interpersonal and organisational skills
• Effective team working

Communication

Essential

• Good written and verbal communication skills
• Ability to communicate with staff at all levels across the organisation

Specific requirements

Essential

• Able to perform the duties of the post with reasonable aids and adaptations
• Computer Literacy

Employer details

Employer name

Milton Keynes University Hospital NHS Foundation Trust

Address

W70351 Outpatient Receptionists (Dept)

Milton Keynes

MK6 5LD

Any attachments will be accessible after you click to apply.

430-CORP1493A