Job summary
We have exciting opportunities to join our Emergency Department (ED) Reception Team at Sheffield Children's NHS Foundation Trust. This a permanent position to complement the expanding staffing structure & ensure cover across 7 days a week. You will be expected to work closely with the Service Co-ordinator and other ED Reception Team Leader to ensure appropriate cross cover for all duties of the role and across the full week (including weekends) and evenings. The ability to work flexibly and on site is paramount to the success of this role.
Main duties of the job
You will be responsible for overseeing the day to day provision of clerical and reception services for the Emergency Department (ED) taking responsibility for the management of clerical staff and the allocation of resources and delegation of tasks to staff. You will be responsible for ensuring the efficient and effective running of all three main admin functions within the department; reception, AAU clerk and GP in ED. Ensuring all staff are appropriately trained and resources are deployed effectively to provide high standards of care.
The operational requirements of the role mean that you must must be an excellent problem solver, able to manage competing deadlines priorities and act quickly when issues arise.
As the ED operates 365 days a year, there will be times where there are staff shortages outside of normal working hours; the post holder may need to be flexible to assist in finding a solution, assist with forward planning and reorganisation of work.
It is essential that you should exercise initiative commensurate with the role and vital that confidentiality is maintained at all times.
About us
At Sheffield Children's, our purpose is clear: to provide healthier futures for children and young people. Our three strategic aims are:
-
Outstanding Patient Care
-
Brilliant Place to work
-
Leaders in Children's Health
We work successfully with local, regional, and national partners to provide physical and mental healthcare across acute and community settings. Many of our clinicians are amongst the best in their field, recognised nationally and internationally for their expertise.
As well as having enormous pride in what we do, we are a friendly, welcoming, and motivated NHS Trust who are guided by our CARE values: Compassion, Accountability, Respect, and Excellence. Our nearly 4000 colleagues live these values, ensuring kind and compassionate care that makes patients and their families feel safe and at home.
As we approach our 150th anniversary in 2026, we remain committed to enhancing our reputation in children's health leadership, improving the experiences of both patient and colleagues, and focusing on our communities and population health.
Detailed Job description and main responsibilities:-
Please see the job description and personal specification for full details.
Job description
Job responsibilities
Reception Management
- The post holder will have day to day responsibility for coordinating the effective use of resources and the maintenance of policies and work procedures for his or her area of responsibilities.
- Work with E-Systems in relation to PAS upgrades
- Oversea completion of all monthly reports ensuring all data is correct
- Requires analysis of facts relating to Consultant requests, patient needs and Trust targets ensuring best outcome delivered.
- Provide input to planning of services and to improve use of clerical capacity.
- Provide routine and ad hoc information to monitor performance.
- Play a key role in the event of a major incident.
Staff Management
- Allocate tasks to staff on a daily basis to meet organisational requirements relating to ED administration duties.
- Take responsibility for training and induction of administration and clerical staff ensuring that all staff re adequately trained and developed.
- Ensure all staff receives mandatory training and training records are maintained. Responsible for ensuring that staff receive training to deliver a high level of service; this would include customer training, policy and procedures of the department and relevant modules of the PAS.
- Ensure all staff are aware of contract targets and understand their role in delivery.
- Provide day to day supervision to ensure that all tasks for clerical and reception support of the ED are undertaken properly.
- Provide leadership for staff within the department, keeping staff morale high and promote the ED at all times.
- Responsibility for co-ordinating staffing rotas to ensure all tasks are allocated accordingly.
- Monitor sickness and absence records, taking appropriate action in line with sickness and absence policies and undertake return to work interviews.
- Responsibility to assist the ED management team by initiating first line action in potential disciplinary and capability cases.
- Authorised signatory for staff overtime and agency staff timesheets.
- Provide support to staff when necessary, eg when staff experience problems with work, medical or personal issues.
- Attend ED meetings as required and have responsibility for cascading communication and briefing to all staff in the department.
- Maintain good communication and rapport with staff in the department to maintain working relationships and motivate staff to achieve objectives.
- Participate and undertake Appraisals annually.
Policies and Procedures
- Support in the development and implementation of new policies and procedures within the departments.
- Support with the implementation of standards and with the monitoring of performance standards set for the department.
- Responsible for production and maintenance of department Standard Operating Procedures.
- Support with implementation of Local and National Initiatives.
- Monitor that working procedures are adhered to by all staff and implement new working practices and procedures where necessary.
Information and PAS
- Regularly create reports to enable monitoring and reporting of performance and standards.
- Monitor data completeness and accuracy to ensure information recorded timely and accurately on PAS, conducting audits to support this as required.
- Responsible for ensuring missing data items on PAS are resolved, addressing staff training as and when required.
- Maintenance of the ED master files on the Patient Administration System.
Communication /Working Relationships
Communication with staff, parents/guardians, GPs and other external organisations in relation to day to day operation issues and enquiries where there may be barriers to understanding and/or communication difficulties, where subject matter may be sensitive and/or contentious.
The post holder will be required to communicate with and advise internally and externally in relation to the following:
- Close liaison with medical staff to ensure patients attendances are administered in accordance with their instructions and in line with Trust policy.
- Support reception staff in dealing with complaints from patients concerning ED issues in liaison with nursing staff and PALS.
- Liaise with other departments, eg Outpatients, Nursing staff, EDMS team, X-ray to ensure the smooth running of the ED Reception service.
Other
- Undertake ED reception duties as required.
- Responsible for ordering of stationery and equipment and co-ordination of equipment repairs, as necessary, within the department.
- Responsible for requesting drugs and prescriptions from GP Collaborative to assist the on call GP.
General
- Ensure that both the Trusts and the General Services Department Health and Safety Policies are adhered to at all times.
- Act as point of contact for all Health and Safety and security issues in the ED Reception.
- Ensure the Trusts Code of Practice for Safeguarding Patient Information is adhered to at all times.
- Ensure that policies, protocols and procedures for the work of the department are
The above is not an exhaustive list of duties and roles and responsibilities of the role may be subject to change as per the needs of the department.
Inclusive Recruitment & Selection
We are committed to being an inclusive employer and accurate data capture is an important part of that to ensure we are supportive and representative. Our aim is to ensure that all applicants can see themselves in the available categories on our application form, but we recognise that some of our data capture fields are not inclusive. We have flagged this with our system provider to ask for change.
We offer encouragement and active support to applicants with additional needs, including those from ethnic minorities, with disabilities and members of the LGBTQ+ community. If you wish to adjust any aspect of the recruitment process or wish to find out more about our recruitment & selection processes, please get in touch with our Recruitment Manager: Catherine.Gilbert7@nhs.net
We are continually reviewing our recruitment & selection process to support the long-term aim of Sheffield Childrens being a champion of Equality, Diversity, and Inclusion. If you have any ideas for improvement, please get in touch with Catherine Gilbert at Catherine.Gilbert7@nhs.net
Trust Values
The Trust is committed to providing great quality patient care and keep children, young people and families at the heart of what we do by following our CARE values:
- Compassion leading by kindness and showing empathy, understanding and respect
- Accountability striving to do the right thing and owning responsibility
- Respect value differences, tackling inequality and fostering a culture of inclusion
Excellence delivering a high-quality standard of care
Job description
Job responsibilities
Reception Management
- The post holder will have day to day responsibility for coordinating the effective use of resources and the maintenance of policies and work procedures for his or her area of responsibilities.
- Work with E-Systems in relation to PAS upgrades
- Oversea completion of all monthly reports ensuring all data is correct
- Requires analysis of facts relating to Consultant requests, patient needs and Trust targets ensuring best outcome delivered.
- Provide input to planning of services and to improve use of clerical capacity.
- Provide routine and ad hoc information to monitor performance.
- Play a key role in the event of a major incident.
Staff Management
- Allocate tasks to staff on a daily basis to meet organisational requirements relating to ED administration duties.
- Take responsibility for training and induction of administration and clerical staff ensuring that all staff re adequately trained and developed.
- Ensure all staff receives mandatory training and training records are maintained. Responsible for ensuring that staff receive training to deliver a high level of service; this would include customer training, policy and procedures of the department and relevant modules of the PAS.
- Ensure all staff are aware of contract targets and understand their role in delivery.
- Provide day to day supervision to ensure that all tasks for clerical and reception support of the ED are undertaken properly.
- Provide leadership for staff within the department, keeping staff morale high and promote the ED at all times.
- Responsibility for co-ordinating staffing rotas to ensure all tasks are allocated accordingly.
- Monitor sickness and absence records, taking appropriate action in line with sickness and absence policies and undertake return to work interviews.
- Responsibility to assist the ED management team by initiating first line action in potential disciplinary and capability cases.
- Authorised signatory for staff overtime and agency staff timesheets.
- Provide support to staff when necessary, eg when staff experience problems with work, medical or personal issues.
- Attend ED meetings as required and have responsibility for cascading communication and briefing to all staff in the department.
- Maintain good communication and rapport with staff in the department to maintain working relationships and motivate staff to achieve objectives.
- Participate and undertake Appraisals annually.
Policies and Procedures
- Support in the development and implementation of new policies and procedures within the departments.
- Support with the implementation of standards and with the monitoring of performance standards set for the department.
- Responsible for production and maintenance of department Standard Operating Procedures.
- Support with implementation of Local and National Initiatives.
- Monitor that working procedures are adhered to by all staff and implement new working practices and procedures where necessary.
Information and PAS
- Regularly create reports to enable monitoring and reporting of performance and standards.
- Monitor data completeness and accuracy to ensure information recorded timely and accurately on PAS, conducting audits to support this as required.
- Responsible for ensuring missing data items on PAS are resolved, addressing staff training as and when required.
- Maintenance of the ED master files on the Patient Administration System.
Communication /Working Relationships
Communication with staff, parents/guardians, GPs and other external organisations in relation to day to day operation issues and enquiries where there may be barriers to understanding and/or communication difficulties, where subject matter may be sensitive and/or contentious.
The post holder will be required to communicate with and advise internally and externally in relation to the following:
- Close liaison with medical staff to ensure patients attendances are administered in accordance with their instructions and in line with Trust policy.
- Support reception staff in dealing with complaints from patients concerning ED issues in liaison with nursing staff and PALS.
- Liaise with other departments, eg Outpatients, Nursing staff, EDMS team, X-ray to ensure the smooth running of the ED Reception service.
Other
- Undertake ED reception duties as required.
- Responsible for ordering of stationery and equipment and co-ordination of equipment repairs, as necessary, within the department.
- Responsible for requesting drugs and prescriptions from GP Collaborative to assist the on call GP.
General
- Ensure that both the Trusts and the General Services Department Health and Safety Policies are adhered to at all times.
- Act as point of contact for all Health and Safety and security issues in the ED Reception.
- Ensure the Trusts Code of Practice for Safeguarding Patient Information is adhered to at all times.
- Ensure that policies, protocols and procedures for the work of the department are
The above is not an exhaustive list of duties and roles and responsibilities of the role may be subject to change as per the needs of the department.
Inclusive Recruitment & Selection
We are committed to being an inclusive employer and accurate data capture is an important part of that to ensure we are supportive and representative. Our aim is to ensure that all applicants can see themselves in the available categories on our application form, but we recognise that some of our data capture fields are not inclusive. We have flagged this with our system provider to ask for change.
We offer encouragement and active support to applicants with additional needs, including those from ethnic minorities, with disabilities and members of the LGBTQ+ community. If you wish to adjust any aspect of the recruitment process or wish to find out more about our recruitment & selection processes, please get in touch with our Recruitment Manager: Catherine.Gilbert7@nhs.net
We are continually reviewing our recruitment & selection process to support the long-term aim of Sheffield Childrens being a champion of Equality, Diversity, and Inclusion. If you have any ideas for improvement, please get in touch with Catherine Gilbert at Catherine.Gilbert7@nhs.net
Trust Values
The Trust is committed to providing great quality patient care and keep children, young people and families at the heart of what we do by following our CARE values:
- Compassion leading by kindness and showing empathy, understanding and respect
- Accountability striving to do the right thing and owning responsibility
- Respect value differences, tackling inequality and fostering a culture of inclusion
Excellence delivering a high-quality standard of care
Person Specification
Qualifications and training
Essential
- oNVQ Level 4 or equivalent acquired relevant experience.
- oGCSE or equivalent in English Language and Mathematics.
Desirable
- oFurther education qualifications.
Experience
Essential
- oSubstantial experience of ED administration work.
- oStaff supervisory and/or training experience.
- oDealing with the general public.
- oWorking in a multi-disciplinary team.
- oOf using computers at work.
Desirable
- oExperience of staff management.
- oMedical records experience gained within the NHS.
- oSignificant ED reception experience gained within the NHS.
Knowledge and skills
Essential
- oIn depth working knowledge of an ED module of a Patient Administration System.
- oCustomer relations.
- oECDL.
- oAbility to work under pressure.
- oAbility to priorities workload.
- oExcellent communication skills, both verbal and written.
- oAbility to communicate sensitively with children, young people and their families.
- oAbility to use own initiative and work as part of a team
Desirable
- oKnowledge of ED working practices.
- oKnowledge of medical records procedures.
Personal attributes
Essential
- oPleasant, tactful and understanding manner.
- oArticulate.
- oKeen eye for detail
- oFlexible
Person Specification
Qualifications and training
Essential
- oNVQ Level 4 or equivalent acquired relevant experience.
- oGCSE or equivalent in English Language and Mathematics.
Desirable
- oFurther education qualifications.
Experience
Essential
- oSubstantial experience of ED administration work.
- oStaff supervisory and/or training experience.
- oDealing with the general public.
- oWorking in a multi-disciplinary team.
- oOf using computers at work.
Desirable
- oExperience of staff management.
- oMedical records experience gained within the NHS.
- oSignificant ED reception experience gained within the NHS.
Knowledge and skills
Essential
- oIn depth working knowledge of an ED module of a Patient Administration System.
- oCustomer relations.
- oECDL.
- oAbility to work under pressure.
- oAbility to priorities workload.
- oExcellent communication skills, both verbal and written.
- oAbility to communicate sensitively with children, young people and their families.
- oAbility to use own initiative and work as part of a team
Desirable
- oKnowledge of ED working practices.
- oKnowledge of medical records procedures.
Personal attributes
Essential
- oPleasant, tactful and understanding manner.
- oArticulate.
- oKeen eye for detail
- oFlexible
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
