Senior Reception Supervisor
Department: Outpatients Reception, Patient Access
Band 4 Agenda for Change.
Hours: 2 x 22.5 hours per week.
All MKUH roles will be considered for flexible working.
Patient Access has an exciting opportunity for 2 x 22.5 hour Outpatient Receptionist Supervisors to join the team. The positions require availability between 08:00 – 20:00 including weekends. Hours can be arranged on a rotating two-week basis or as fixed hours, depending on the selected candidates. The successful applicants will ideally have previously worked in a medical or healthcare setting with knowledge of medical terminology. Experience of using Microsoft packages is essential. Training will be given on eCare and the patient administration systems used, if needed.
The successful applicants must be able to demonstrate exceptional organisational skills. The role requires the ability to multitask with prioritisation of tasks. The role can be very busy with varying demands depending on the needs of the service. The successful applicants must always therefore be able to work well under pressure remaining courteous and professional. The successful candidates must be flexible to the changing needs of the department and teams, as needed. They must enjoy working as part of a large team.
Locations
* MKUH Hospital Site
* Witan Gate House
* Brooklands Health Centre
* Lloyds Court
Responsibilities
* Day to day supervision of Reception staff
* Planning of staff rosters, utilising Healthroster. Authorising annual leave and ensuring the service is maintained.
* Planning of daily tasks ensuring all necessary tasks are supported appropriately and providing timely responses to the service need to amend staffing rotation and rotas to meet demand.
* Undertaking one to one meeting with direct line reports.
* Undertaking audits, including monitoring of Clinic Outcome Forms, to identify and rectify process issues.
* Monitoring of eCare request lists to ensure that patients are being offered appointments within appropriate timeframes, in liaison with Patient Pathway Co-ordinators and Operational teams.
* Ensuring Standard Operating Procedures (SOPs) are embedded within the service to ensure efficiency and provide robust governance.
* Work within a delegated budget for office equipment and services.
* Implementation of Trust policies for Receptionist and Scheduling area.
* Provide a customer focused service dealing with all patients or visitors in an efficient, polite, and courteous manner.
* Handle queries from patients/relatives confidentially and sensitively; referring clinical-related queries to appropriate staff.
* Interact with patients and relatives in distress in a sensitive and empathetic manner.
* Take and relay as appropriate, telephone enquiries and messages, using initiative and prioritising skills when disseminating information.
* Responsible for ensuring all activity is finalised in a timely manner using Trust’s patient administrative system (eCare) or appropriate IT system including ‘did not attends’ (DNAs) and discharges.
Qualifications and Skills
* Previous customer care experience and reception experience, in a front facing position.
* Ability to adapt and work across all medical specialties as needed with excellent keyboard skills.
* Exceptional organisational skills, multitasking, prioritisation, and ability to work well under pressure.
* Strong interpersonal and communication skills, both written and verbal.
* Experience in using Microsoft Office, especially Excel.
* Experience in conflict resolution, absence management, and a desire to learn and develop.
* Equality and diversity awareness and the ability to empathise and act with kindness and fairness.
Application Details
Interview date: Week commencing 26.01.2026
We are unable to offer sponsorship for this role.
Interview closes on Wednesday 21 Jan 2026.
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