Job summary
- Main area
- Outpatients
- Grade
- Band 4
- Contract
- Permanent
- Hours
- Part time - 22.5 hours per week (2x roles)
- Job ref
- 430-CORP25-317A
- Employer
- Milton Keynes University Hospital NHS Foundation Trust
- Employer type
- NHS
- Site
- Outpatient Receptionists (Dept)
- Town
- Milton Keynes
- Salary
- £27,485 - £30,162 Per annum, pro rata
- Salary period
- Yearly
- Closing
- 21/01/2026 23:59
Employer heading
Reception Supervisor
Band 4
At Milton Keynes University Hospital, you will be welcomed into a friendly and supportive environment where teamwork and respect are at the heart of everything we do. We are proud to live our Trust values and behaviours every day, creating a culture where everyone feels heard and valued.
MKUH staff's Motivation and Involvement scores are among the highest in our peer group, showing that our people feel inspired and included in decision-making (Staff Survey, 2024).
Our benefits
We believe in recognising and rewarding the amazing contribution of our staff and that is why we offer a comprehensive benefits package designed to support your wellbeing, work-life balance, and professional growth, including:
- Free on-site parking including EV charging
- Complimentary refreshments
- Flexible working arrangements
- Discounted gym membership
- Salary sacrifice car scheme
- Generous annual leave, with the option to bank holiday entitlement
- Membership of the NHS Pension Scheme
- On-site nursery (charges apply)
- A wide-ranging staff health and wellbeing programme including EAP
- VIVUP products to support your mental, physical, and financial Wellbeing
Job overview
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.
Interview date: Week commencing 26.01.2026
We are unable to offer sponsorship for this role
Main duties of the job
We care We communicate We collaborate We contribute
“- NHS Survey, 2024'' They feel supported in their employers making reasonable adjustments to help them carry out their work, rating an 82.9%
We are looking for someone who has the ability to adapt and work across all medical specialties as needed with excellent keyboard skills. You will be working within a large team and will need to deliver on performance targets. The successful candidate will work across multiple sites, providing care for MKUH:
MKUH Hospital Site
Witan Gate House,
Brooklands Health Centre
Lloyds Court
We are looking for dynamic candidates who have previous customer care experience and reception experience, in a front facing position. 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 knowledge of excel, experience in conflict resolution, absence management, a desire to learn and develop, equality and diversity, along with the ability to empathise and act with kindness and fairness.
Working for our organisation
Milton Keynes University Hospital, in proud partnership with the University of Buckingham, is a University Teaching Hospital committed to advancing patient care through cutting-edge research and education. With a “Good” rating from the CQC and significant investment underway, this is an exciting time to join our team and grow your career.
As a medium sized general hospital, we provide a full range of general medical and surgical services, including a busy Emergency Department, Maternity, and Paediatrics. As the population of our city and surrounding areas continues to grow rapidly, we are expanding and enhancing our facilities to meet rising demand and improve access to care for all our communities.
We are also proud to offer a growing portfolio of specialist services. In January 2025 we opened our state-of-the-art Radiotherapy Centre, bringing advanced cancer treatment closer to home. Our services also include neonatology, specialist surgical care, and a wide range of diagnostics, supported by the new Community Diagnostic Centre at Whitehouse Health Centre.
Further investment is underway, including the construction of Oak Wards – a new ward block featuring two 24-bed wards – and the recently approved Women and Children’s Centre, set to open by 2030.
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Detailed job description and main 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.
• Responsible for ensuring Reception staff have required training and skills, reviewing individual training needs and gaps to ensure that staff are supported and trained to effectively fulfil their duties.
• 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 prioritizing 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.
Please refer to the job description for further details.
Person specification
Qualifications and knowledge
Essential criteria
- Good general education including English at GCSE (Grade C or above) or equivalent
- Good standard of spoken English
- Strong IT skills in relation to Microsoft packages including word/excel and Microsoft to NVQ level 3 or RSA III or equivalent experience.
- Understanding of confidentiality in the workplace
Desirable criteria
- Knowledge of Waiting list procedures
- Knowledge of medical terminology
- Knowledge of NHS Administration systems
- Working knowledge of the local Patient Access Policy
- Understanding of NHS plan and waiting targets
Experience
Essential criteria
- Minimum 6 months customer care work experience or previous clerical experience.
- Ability to input and retrieve information on a computerised system whilst adhering to complex local and national policies and guidelines accurately and efficiently
- Experience of working in a busy environment dealing with peaks of high workload.
Desirable criteria
- Experience of handling inbound and outbound telephone calls of a potentially sensitive nature whilst recording information accurately into multiple electronic data systems
- Experience of transcribing dictation or copy typing
- Clerical experience in a healthcare environment
Skills
Essential criteria
- Excellent word processing skills / computer skills
- Evidence of working under pressure to tight deadlines and deal with difficult situations e.g., patients, public and visitors.
- Good administrative skills
- Strong organisational skills with ability to prioritise and plan a range of activities or programmes
- Good attention to detail
- Ability to make decisions using own initiative, exercising judgement to resolve patient and or staff queries
Personal and people development
Essential criteria
- Willingness to attend training sessions to develop self and improve service provided to patients
Communication
Essential criteria
- Effective verbal and written communication skills
- Good telephone manner
- Good all round communication skills
- Good customer service skills
Specific requirements
Essential criteria
- Able to perform the duties of the post with reasonable aids and adaptations
- Computer literacy
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Georgina Teague
- Job title
- Deputy Reception Manager
- Email address
- [email protected]
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