Reception Co-ordinator

Job overview

This role presents an exciting opportunity to be part of the newly established Community Diagnostic Centre (CDC) Delivery Team, based in a city centre location. The post holder will play a pivotal role in supporting the successful operation and development of the CDC, contributing to improved patient access and experience.

***Preference will be given to internal Trust staff, as well as ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***

Main duties of the job

The post holder will lead and coordinate the Community Diagnostic Centre reception team, ensuring all reception and administrative processes are delivered in line with Trust APN, Access, and RTT policies. This includes ensuring staff are appropriately trained, competent in required IT systems, and that safe and effective reception cover is maintained through rota and Healthroster management.

The role will provide day‑to‑day people management, promoting effective communication, teamwork, and high standards of customer service. Responsibilities include managing staff performance, sickness absence, appraisals, recruitment support, mandatory training compliance, and the prompt handling of complaints and enquiries in accordance with Trust policies.

Detailed job description and main responsibilities

• Ensure Reception staff have a clear understanding of administrative and reception procedures, and that all processes are carried out in accordance with Trust APNs, Access, and RTT policies.
• Ensure all Reception staff are fully trained and competent in the use of relevant IT systems required to carry out their roles.
• Ensure adequate Reception cover is always maintained, including management of rotas to support evenings, weekends, sickness absence, and annual leave.
• Provide effective communication with all stakeholders, including patients, clinicians, managers, trainees, colleagues, and external agencies.
• Promote effective team-working by ensuring staff understand each other’s roles and provide mutual support and cover where necessary.
• Monitor, manage, and evaluate staff performance through regular contact, ensuring adherence to Trust policies and procedures.
• Manage staff issues including sickness absence, initial grievance concerns, and performance management in line with Trust policy.
• Approve annual leave requests and maintain up-to-date records on Healthroster while ensuring safe staffing levels are maintained.
• Undertake and support appraisal processes, ensuring annual Individual Performance Reviews are completed and appraisals are conducted for Reception staff.
• Assist with the recruitment and selection of staff, including participation in interview panels.
• Ensure Trust policies, priorities, and service changes are communicated promptly and implemented effectively within the department.
• Manage and respond to department complaints efficiently, ensuring they are addressed promptly and appropriately.
• Ensure Reception staff complete all mandatory and statutory training, including fire safety, health and safety, and other required updates.
• Respond appropriately and courteously to enquiries from patients, hospital staff, and members of the public.
• Provide cover across all Reception functions as required, including absence cover. For further details, please see the attached JD & PS