Description
Our Urgent Treatment Centre (UTC) operates a Digital Front Door, a clinically driven digital triage tool designed to improve safety and efficiency across urgent care.
As a Front Door Navigator, you will be the first person patients meet when they arrive at emergency and urgent care. You will work from a tablet at the entrance, welcoming patients, establishing why they have attended, checking if they hold a booked appointment made through NHS 111 or the digital front door, and directing them to the right place without delay.
Your main duties will include:
- Acting as the first point of contact at the entrance to the emergency care and Urgent Treatment departments
- Using a tablet and appointment book to identify patients with booked appointments and direct them to the correct waiting area
- Explaining the booked appointment model to patients and carers
- Greeting and directing patients who attend without an appointment
- Signposting patients to alternative services
- Reducing queueing at the reception desk
- Supporting patients with additional needs
- Recording accurate and timely information on the patient administration system
- Contributing to the evaluation of the Digital Front Door pilot
- Reporting promptly to the Shift Lead where the appointment book or Directory of Services is not working as intended
- Supporting departmental escalation and surge plans
- Using de-escalation skills to manage challenging situations
- Maintaining a tidy, safe and welcoming entrance and waiting area
- Undertaking clerical or reception duties as necessary
This is a bank role with flexible working patterns, including 12-hour shifts finishing no later than 22:00 and 7 days/week availability required.
The salary for this role is £15.52 per hour, inclusive of London Living Wage and Holiday Pay.