Urgent and Emergency Care Navigator
Location: Blackpool Victoria Hospital, Whinney Heys Rd, Blackpool FY3 8NR
Hours: Part‑time flexible position - hours to be discussed. 24/7 service shifts: 08:00-17:00, 12:00-21:00, 17:00-23:00, 23:00-08:00. Flexibility required.
Pay: £12.67 per hour. Enhancements for weekend, bank holiday & overnight will apply.
Closing Date: 2nd November 2025
Role
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‑centred 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
* To respond 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 Emergency Department
* Understand the different routes/pathways that patients access Urgent and Emergency Care
* Develop an understanding of local referral pathways within the local health system
* 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 the hospital
* 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 under pressure
* Identify when a patient needs urgent help and intervene appropriately by alerting relevant professionals
* Liaise with a wide range of medical professionals
* 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 patient feedback
Our Key Expectations Are
* Self‑awareness Living authentically
* Adaptability – Being ready to adjust depending on the situation
* Openness – What you see is what you get
* Positivity with a real sense of being able to strive for the impossible
* Generosity of spirit – Everyday should be an opportunity to act with kindness
* Ability to have fun – Taking the role seriously, whilst being yourself
Our Why
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
* Fun – People rarely succeed unless they are having fun.
* Awesome – We aren’t here to be average, we’re here to be awesome.
* Humble – We’re 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! It’s infectious!
* Go‑getting – We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity.
Benefits
* NHS Pension
* Cycle to Work Scheme
* Career Development Opportunities
* Attendance Bonus
* Staff Benefit Scheme
* Free Tea & Coffee
* Eye Care Contributions
Information Governance
Understand the importance of Information Governance and maintain the IG Toolkit on an annual basis. Maintain accurate and comprehensive statistical information, ensuring legal and local requirements are met.
Safeguarding
Staff are to report any safeguarding concerns to managers on site and follow usual processes if they become aware of any safeguarding. It is everyone’s responsibility.
Training and Support
* Contribute to the identification of own training needs and participate in relevant in‑service training
* Train and support new members of staff in their role
* Ensure all mandatory training is undertaken and maintained
* To attend staff meetings as required
* 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.
Other Duties
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 the organisation.
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).
Person Specification
Experience, Knowledge & Skills – Essential
* Experience of dealing with the General Public
* Evidence of good organisational skills IT skills
* Excellent customer service skills
* Empathetic to staff and patient needs Act with dignity and respect administrative experience
* Sound working 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
Personal Qualities – Essential
* Openness to learn new skills and apply these within the role
* Professional conduct
* Non‑judgemental
* Mature outlook
* Self‑motivation
* Smart appearance
* Enthusiastic and positive
* Always aim for the best possible outcome for both staff and patients
* Flexible
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 communication styles
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
The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
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