Bank Urgent Care Centre Front Door Navigator

This is the perfect opportunity to be part of a diverse team at the very

front of urgent care in Greenwich, and to help deliver a model that is the first of its kind in South East London.

As a Front Door Navigator you will be the first person a patient meets

when they arrive at emergency and urgent care. Working from a tablet at the

entrance, you will welcome patients, establish why they have attended, check

whether they hold a booked appointment made through NHS 111 or the digital

front door, and direct them to the right place without delay.

You will keep people moving away from the reception queue and make sure

that patients who are unwell, distressed or vulnerable are brought to the

attention of a clinician immediately. This is a non-clinical role, you will not

assess, triage or advise on a patients condition, but your judgement about

when to escalate is central to keeping patients safe.

You will also play an important part in helping us evaluate the new

model, recording how patients arrive and where they are directed, and feeding

back to the UTC Lead where the appointment book or the Directory of Services is

not working as intended.

This is a genuine opportunity to be part of something new and exciting

in South East London, with a real opportunity for personal growth and to

influence Urgent Care in your area. The service is 24/7, 365 days per year

which means a range of shifts will be available.

duties and responsibilities

Act as the first point of contact at the

entrance to the emergency care and Urgent Treatment departments, welcoming

every person who arrives in a professional manner.

Use the tablet and appointment book to

identify patients who hold a booked appointment made via NHS 111, the digital

front door or another referring service, confirm their arrival and direct them

to the correct waiting area.

Explain the booked appointment model to

patients and carers, what their appointment time means, where to wait and what

will happen next.

Greet and direct patients who attend

without an appointment, supporting them to book in and directing them to

reception or the appropriate waiting area.

Signpost patients to alternative services i.e.

community pharmacy or their own GP practice, in line with the agreed local

directory and navigation protocols.

Reduce queueing at the reception desk by

meeting patients on arrival and resolving straightforward enquiries at the

door.

Support patients with additional needs,

including those with a disability, sensory or communication needs, a learning

disability or dementia, and arrange interpreting support where required.

Support patients to use digital check-in

and self-service where available, offering assistance to those who are not

confident with digital tools.

Record accurate and timely information on

the patient administration system, including arrival, source of referral and

navigation outcome, ensuring these are logged correctly.

Contribute to the evaluation of the Digital

Front Door pilot by collecting the agreed data and providing feedback on how

the model is working in practice.

Report promptly to the Shift Lead where the

appointment book, Directory of Services or booking flow does not appear to be

working as intended.

Support departmental escalation and surge

plans, helping to maintain flow at the front door during periods of high

demand.

Use de-escalation skills to manage

challenging or distressing situations, following organisational policy on

violence, aggression and security, and reporting all incidents.

Maintain a tidy, safe and welcoming

entrance and waiting area, and apply infection prevention and control measures

at the front door.

Undertake any clerical or reception duties

as deemed necessary to support the department.

Maintain patient confidentiality at all

times, recognising that conversations at the front door take place in a public

area.

Refer site management issues and complaints

to the appropriate department.

Maintain the knowledge and skills necessary

to perform the role effectively and ensure evidence of competence is provided

to the line manager.

Recognise own limitations and seek advice

when appropriate.

The Front Door Navigator is the final piece of

this model. The post holder will be an additional, visible presence at the

entrance to the UTC, equipped with a tablet, making sure that every person who

walks through the door is greeted, understood and directed to the right place,

whether they arrive with a booked appointment or as a walk-in.

the course of seeking treatment, patients entrust us with, or allow us to

gather, sensitive information in relation to their health and other matters.

They do so in confidence and have the right to expect that staff will respect

their privacy and act appropriately

the performance of the duties outlined in this Job Description, the post-holder

may have access to confidential information relating to patients and their

carers, practice staff and other healthcare workers. They may also have access

to information relating to the organisation. All such information from any

source is to be regarded as strictly confidential

relating to patients, carers, colleagues, other healthcare workers or the

business of the Practice may only be divulged to authorised persons in

accordance with the Practice policies and procedures relating to

confidentiality and the protection of personal and sensitive data

The post holder will take particular care when using a mobile

device in a public area, ensuring screens are not overlooked and that

conversations about a patients reason for attending are held as discreetly as

possible.

Health

& Safety

The

post-holder will assist in promoting and maintaining their own and others

health, safety and security as defined in the organisations Health &

Using

personal security systems within the workplace according to organisation

guidelines

Identifying

the risks involved in work activities and undertaking such activities in a way

that manages those risks

Making

effective use of training to update knowledge and skills

Using

appropriate infection control procedures, maintaining work areas in a tidy and

safe way and free from hazards.

Reporting

potential risks identified

Equality

& Diversity

Acting

in a way that recognises the importance of peoples rights, interpreting them

in a way that is consistent with organisational procedures and policies, and

current legislation.

Respecting

the privacy, dignity, needs and beliefs of patients, carers and colleagues

Behaving

in a manner which is welcoming to and of the individual, is non-judgmental and

respects their circumstances, feelings priorities and rights.

Participation

in an annual individual performance review, including taking responsibility for

maintaining a record of own personal and/or professional development

Taking

responsibility for own development, learning and performance and demonstrating

skills and activities to others who are undertaking similar work

Attend

all relevant annual updates

Inform

the line manager of any concerns regarding the navigator role and any

professional development needed

Be

aware of own professional boundaries and what to do when you have reached them

The

post-holder will strive to maintain quality within the UTC, and will:

Alert

other team members to issues of quality and risk

Work

to UTC protocols

Assess

own performance and take accountability for own actions, either directly or

under supervision

Contribute

to the effectiveness of the team by reflecting on own and team activities and

making suggestions on ways to improve and enhance the teams performance

Work

effectively with individuals in other agencies to meet patients needs

Effectively

manage own time, workload and resources

The

post-holder should recognise the importance of effective communication within

Communicate

effectively with other team members

Be

familiar in all mediums of communications such as email, tasks, telephone etc

Communicate

effectively with patients and carers

Recognise

peoples needs for alternative methods of communication and respond accordingly

Communicate

effectively to outside agencies

clearly with their line manager

Federation for the Greenwich Borough and have a not-for-profit ethos. This

means we reinvest all our surplus into developing our staff, our organisation

and to support our GP Practices in being sustainable for the future. We are

committed to providing quality of care to our patients whilst building

resilience for General Practice and providing services and programmes of work

to deliver care at scale to the Greenwich Population. This role will be part of

an exciting opportunity to work with leading specialists in the creation of an

innovative Urgent Treatment Centre.

Federation for the Greenwich Borough and have a not-for-profit ethos. This

means we reinvest all our surplus into developing our staff, our organisation

and to support our GP Practices in being sustainable for the future. We are

committed to providing quality of care to our patients whilst building

resilience for General Practice and providing services and programmes of work

to deliver care at scale to the Greenwich Population. This role will be part of

an exciting opportunity to work with leading specialists in the creation of an

innovative Urgent Treatment Centre.

Qualifications

Desirable: - NVQ Level 2 or equivalent; - Customer service or care navigation qualification

Experience

Personal Skills