Emergency Department Reception Manager

Job description

Detailed job description and main responsibilities

The post holder will provide operational leadership and day-to-day management of the Emergency Department administrative and reception teams, ensuring the delivery of a high-quality, efficient, and patient-centred administrative service. They will be responsible for workforce management, including recruitment, retention, staff development, performance management, attendance monitoring, and rota coordination. The role will oversee key administrative functions such as patient registration, appointment management, clinical coding, data quality, and compliance with Trust policies, procedures, and performance standards. Working closely with the multidisciplinary Emergency Department team, the post holder will support service improvement initiatives, monitor performance and financial controls, manage complaints and incidents, contribute to audits and governance activities, and ensure effective communication with patients, staff, and external stakeholders. The successful candidate will play a key role in supporting the safe, effective, and efficient delivery of Emergency Department services. For further information about the duties, responsibilities, and requirements of the role, please refer to the full Job Description and Person Specification.

Person specification

Qualifications

Essential criteria

• Educated to GCSE level (or equivalent) inc. English and Maths
• Evidence of personal development
• Level 4 NVQ or equivalent in Business/Management or equivalent experience

Desirable criteria

• Leadership / management qualification

Experience

Essential criteria

• Previous supervisory experience
• Experience of working with Microsoft Office
• Experience in dealing with difficult people / staff / or patients/public
• Able to work in a changing environment and work underpressure

Desirable criteria

• Experience of using NHS Admin Systems (Nervecentre/Symphone/PIMS)
• Experience working in an ED in the NHS
• Knowledge of Healthroster
• Experience in manging a reception team

Knowledge

Essential criteria

• Knowledge of line management e.g. recruitment/staff training/motivating a team
• Ability to handle confidential information
• Ability to deal with stressful situations
• Good organisation / prioritisation skills
• Organisation and coordination of meetings

Desirable criteria

• Knowledge of Trust Policies e.g. sickness policy/annual leave policy
• Knowledge of incident reporting
• Knowledge of complex HR processes such as grievance/disciplinary/dismissal

Personal Skills

Essential criteria

• Motivated to influence and inspire others
• Able to develop strong relationships with all disciplines e.g. nurses/clinicians
• Desire to improve performance
• Attention to detail
• Communication skills

Desirable criteria

• Empathetic and approachable to manage sensitive situations
• Can lead and support teams through change
• Evidence of service improvements

It is an exciting time to join Bedfordshire Hospitals NHS Foundation Trust. We run two busy hospital sites in Bedford and Luton. Our 7,500 staff provide high quality care for a growing population of around 700,000 across Bedfordshire and the surrounding areas.

You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. Travel between hospital sites may be required. We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

All new staff will be subject to a probationary period covering their first six months in post.

Employer certification / accreditation badges