Job overview

We are looking for an experienced, proactive, and highly organised Administrative Team Manager to lead the reception and administrative services within the Emergency Department (ED) at Bedford Hospital. The post holder will provide a comprehensive, high-quality, and confidential administrative management service, ensuring the delivery of efficient, effective, and patient-focused support across the department. They will be responsible for leading and developing the ED administrative and reception teams, overseeing patient registration processes, Urgent Treatment Centre (UTC) appointment management, and clinical coding activities. The successful candidate will manage team workloads, performance, and service standards, while building positive and collaborative working relationships with clinical and operational colleagues at all levels. Through strong leadership and operational oversight, the post holder will play a key role in supporting the smooth, safe, and effective running of the Emergency Department. The post holder reports directly to the Service Manager for ED and Acute Services.

Main duties of the job

The post holder will be responsible for the day-to-day management and leadership of the Emergency Department administrative and reception teams, ensuring the delivery of a high-quality, efficient, and patient-focused service. Key responsibilities include workforce management, recruitment and retention, performance and attendance management, rota oversight, training and development, data quality and clinical coding compliance, meeting national and local performance targets, financial monitoring, complaint and incident management, policy implementation, continuous service improvement, and maintaining effective communication with a wide range of internal and external stakeholders. The post holder will work closely with the ED Management Team to support the delivery of safe, effective, and patient-centred care, while ensuring administrative processes are compliant with Trust policies and procedures. For further details on the duties, responsibilities, and person specification for this role, please refer to the full Job Description and Person Specification.

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.

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Person specification:

Knowledge

Essential

• 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

• 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

Experience

Essential

• 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

• 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

Qualifications

Essential

• 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

• Leadership / management qualification

Personal Skills

Essential

• 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

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