Emergency Department Reception Rota Coordinator & Operational Support

Job overview

We are recruiting for a Emergency Department Reception Rota Coordinator & Operational Support who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

The post holder will provide effective rota coordination and operational support for the Emergency Department reception team and Urgent Treatment Centers at both Lister and QEII hospital, ensuring safe and consistent front-of-house staffing to support the delivery of emergency care.

The role will oversee reception rotas, manage staffing changes, and provide day-to-day operational and administrative support to the Emergency Department.

At the heart of everything we do are our core values: Include, Respect, and Improve. We encourage you to embrace these values throughout the recruitment process and in your role with us.

Main duties of the job

The post holder will act as a key point of contact for reception staffing matters, working closely with ED managers, clinical teams, and workforce services to maintain service continuity in a fast-paced and demanding environment.

Co-ordinate, maintain, and publish reception staff rotas for the Emergency Department.

Ensure reception staffing levels meet operational and patient safety requirements at all times.

Manage annual leave, sickness, short-notice absences, and rota changes.

Arrange cover for rota gaps, including redeployment and bank/temporary staff where appropriate.

Escalate staffing risks and unfilled gaps to the ED management team in a timely manner.

Working for our organisation

At East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

We run the following hospitals:

• The Lister Hospital, Stevenage
• New Queen Elizabeth II (New QEII), Welwyn Garden City
• Hertford County, Hertford
• Mount Vernon Cancer Centre (MVCC), Northwood

We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda.

We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.

Detailed job description and main responsibilities

Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.

Person specification

Qualifications/Training

Essential criteria

• Educated to minimum GCSE level or equivalent
• Evidence of continuing professional development

Desirable criteria

• Knowledge of NHS Policies

Previous Experience

Essential criteria

• Experience of rota coordination, scheduling, or workforce administration
• Experience working in a reception, administrative, or customer-facing role
• Understanding of confidentiality and information governance

Desirable criteria

• Experience working in an Emergency Department or acute healthcare setting

Skills

Essential criteria

• Strong organisational skills with the ability to prioritise in a busy environment
• Excellent communication and interpersonal skills
• Ability to work independently and make decisions within agreed parameters
• Good IT skills, including Microsoft Office and/or e-rostering systems
• Self-motivated

Knowledge

Essential criteria

• Knowledge of Working Time Regulations and NHS terms and conditions

Desirable criteria

• Experience using NHS systems such as e-rostering or PAS

Other requirements

Essential criteria

• Experience and evidence of engagement around equality, diversity and inclusion issues in relation to policy, service development and service delivery in respect of both services to users and the management of staff.
• Role model our Trust values every day
• Ability to work flexibly, independently and within a busy team -focused environment
• Commitment to providing a high-quality service with a customer focused approach
• Ability to deal confidently and tactfully with people at all levels of the organisation