JobTitle: Urgent and Emergency CareNavigator
Location: Blackpool Victoria Hosp,Whinney Heys Rd,Blackpool, FY3 8NR
Hours:24 hours per week – Part-time flexible position
This is a 24/7 service and shifts are 08:00-17:00, 12:00-18:00, 17:00-23:00, 18:00-23:00 and 23:00-08:00.Flexibility within these hours will be required to deliver service needs
Pay:£13.13 per hour. Enhancements for Weekend,Bank Holiday & Overnight willapply.
Reportsto:Service Delivery Co-ordinators
Accountable to:Systems DeflectionsLead
CLOSING DATE: 19 JULY 2026
*Please note that our roles are not being considered for sponsorship at this time*
TheR ole
The post holder will be the first point of contact for patients accessing Urgent and Emergency Care and other areas of the hospital. You will use tools to book patients in and assist patients in using tools to navigate them to the best place of care for their presenting symptoms. Booking Ambulances into the Emergency Department. Answer telephone enquiries. Retrieve medical records. Provide administrative duties to the Urgent and Emergency Care Teams and any other tasks requested by Service Delivery Co-ordinators or Service Lead.
Duties and Responsibilities
To provide a fast, accurate and effective face to face service to patients at the Urgent and Emergency Care Village gateway
To work with patients and carers in a person-centered way, as well as other staff in different services, to help facilitate the patient/carer to the right service
To take, record and process information received accurately and concisely using nationally recognised software
Provide floor-walking and front of house support to users of the streaming and re-direction tool and to recognise when digital triage is not appropriate e.g., accessibility issues, capability, capacity
To be able to gather essential information in a time efficient manner whilst always remaining polite and courteous
Assisting patients to self-triage with the use of an iPad and directing to the appropriate area following the outcome
Responding to telephone calls as the first point of contact for external communications, ensuring all calls are dealt with tactfully and confidentially
Follow processes to register patients into the EmergencyDepartment
Understand the different routes/pathways that patients access Urgent and Emergency Care
Develop an understanding of local referral pathways within the local healthsystem
To provide administrative support to the Urgent and Emergency Care teams and undertake any clerical work, administrative, data inputting and any other duties relevant to activities.
Deal with enquiries face to face regarding other areas of thehospital
To be able to communicate clearly,sensitively,and effectively with patients,carers and other professionals, taking into account different cultures, beliefs and communication needs
To carry out duties in a courteous,empathetic, and helpful manner, always, and act in a way that promotes values of equality and diversity
Be emotionally resilient and remain calm underpressure
Identify when a patient needs urgent help and intervene appropriately by alerting relevant professionals
Liaise with a wide range of medicalprofessionals
Work within all relevant policies and procedural guidelines always, including service policies, procedures and processes which have fallen out of investigations and complaints.
Co-operate with the Clinical Governance and management team when investigating complaints and incidents
General
To engage and work with other stakeholders,such as the Ambulance Service,Trust personnel and General Practice staff to ensure an integrated approach around patients care and delivery.
Maintain good relationships with other members of the staff team and stakeholders across all disciplines
To follow safe working practices and to always comply with local Health and Safety Policies and Procedures
To ensure confidentiality on all matters relating to patients and information obtained during employment and not to release such information to anyone other than those acting in an official capacity as instructed
To recognise the importance of patient experience and value patientfeedback
OurWhy:To nurture an environment of inspiration,innovation,and disruption so this people in our world receive exceptional healthcare for this generation, and the next.
Values:Our organisational culture is very important to us,so it is vital that the successful candidate lives and breathes complimentary values and behaviours. Our behaviours should be in line with our values which form part of our Company DNA:
Fun: People rarely succeed unless they are having fun. Happiness is healthy!
Awesome: We arent here to be average, were here to be awesome!
Humble: Were here to make a difference to the lives of others, NOT to see how important we can become
Brave: We challenge the norm. We have the courage to get the difficult jobs done
Oompf: We have natural oompf! Its infectious!
Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity
Our key expectationsare:
Self-awarenessLivingauthentically
Adaptability-Being ready to adjust depending on thesituation
OpennessWhat you see is what youget
Positivity with a real sense of being able to strive for the impossible
Generosity of spirit-Everyday should be an opportunity to act withkindness
Ability to have funTaking the role seriously,whilst being yourself
Come and be a part of our amazing team!
We offer NHS Pension
Cycle to Work Scheme
Career Development Opportunities
Attendance Bonus
Staff Benefit Scheme
Free Tea & Coffee
Eye Care Contributions
TheService
FCMS deliver integrated urgent care across the Fylde Coast. The services included in the Fylde Coast Integrated Urgent Care Service are:
Blackpool Urgent TreatmentCentre
Fleetwood Urgent TreatmentCentre
Blackpool Victoria Urgent Treatment Centre which includes a GP out of hours provision across the Fylde Coast and the navigation of patients at the Urgent and Emergency Care Village Gateway
Integrated CAS (Clinical AssessmentService)
The Fylde Coast DVT Service
The Fylde and Wyre Wound Care Service
Primary care extended access/hours provision for Blackpool,Fylde,andWyre
InformationGovernance:
Understand the importance of Information Governanceand maintain the IG Toolkit on anannual basis.
Maintain accurate and comprehensive statistical information,ensuring legal andl ocal requirements are met.
Safeguarding
Staff are to report any safeguarding concerns to managers onsite and follow usual processes if they
become aware of any. Safeguarding is everyonesresponsibility.
Training andSupport
Contribute to the identification of own training needs and participate in relevant in-service training
Train and support new members of staff in therole
Ensure all mandatory training is undertaken andmaintained
To attend staff meetings asrequired
Where necessary,relevant training in the operation of new or unfamiliar equipment, software or procedures will be provided or arranged.
The post-holder will be expected to attend any necessary courses that provide relevant training.
OtherDuties
This Job Description will be periodically reviewed in the light of developing work requirements. This is an evolving role and, therefore, these duties are not exhaustive.
The role may change via discussion between the post-holder and line managers. The individual in post will be expected to contribute towards that revision.
The Service Lead may also ask for other duties to be carried out to the benefit of theorganisation.
Disability Confident Employer -As users of the disability confident scheme,we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy
DBS – This post is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. This will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence)
PERSONSPECIFICATION
Experience, Knowledge & Skills
Essential
Experience of dealing with the General Public
Evidence of good organisational skills
IT skills
Excellent customer service skills
Empatheticto staff and patient needs
Act with dignity and respect
Administrative experience
Soundworking knowledge of Microsoft packages including, Word, Excel, and Outlook
Ability to manage and prioritise,whilst working under pressure
Emotional intelligence to be able to manage stress and have healthy coping
mechanisms
Desirable
Experience within a healthcare environment
Experience of working with clinical IT systems Understanding and knowledge of Information Governance
Experience or knowledge of safeguarding
Qualifications
Essential
Equivalent training/experience in reception/administration
Desirable
Educated to GCSE/OLevel standard, including English Language and Mathematics or equivalent training and experience in administration Evidence of further study
Communication
Essential
Excellent oral and written communication skills
Excellent interpersonal skills with the ability to deal with difficult situations
Ability to adapt communicationstyles
Other
Essential
Diplomatic/tactful and understanding the importance of confidentiality
Ability to demonstrate compassion and empathy
Ability to work under pressure,remain calm and focused
Ability to work within a team and at times in isolation
Openness to learn new skills and apply these within the role
Professional conduct
Non-judgemental
Mature outlook
Self-motivation
Smart appearance
Enthusiastic andpositive
Always aim for the best possible outcome for both staff and patients
Flexible
TPBN1_UKTJ
…