Urgent and Emergency Care Navigator

**Job Title: Urgent and Emergency Care Navigator**

**Location**: Blackpool Victoria Hosp, Whinney Heys Rd, Blackpool FY3 8NR

**Hours**: Full and Part-time permanent contracts available. Hours ranging from 16 to 18 hours to 37 hours per week.

This is a 24/7 service and shifts are 08:00-17:00, 12:00-21:00, 17:00-23:00 and 23:00-08:00. Flexibility within these hours will be required to deliver service needs

**Pay**:£11.55per hour. Enhancements for Weekend, Bank Holiday & Overnight will apply.

**Requirements **Administration/Reception, Typing and Telephone Skills

**Desirable **Patient Facing/Customer Service, experience of working within a health care setting

**Reports to**:Service Delivery Co-ordinators

**Accountable to**:Systems Deflections Lead

**Our ‘Why’**:To nurture and environment of inspiration, innovation and disruption so this people in our world receive exceptional healthcare for this generation, and the next.

Ø **Fun: People rarely succeed unless they are having fun. Happiness is healthy**

Ø **Awesome: We aren’t here to be average, we’re here to be awesome**

Ø **Humble: We’re here to make a difference to the lives of others, NOT to see how important we can become**

Ø **Brave: We challenge the norm. We have the courage to get the difficult jobs done**

Ø **Oomph: We have natural oomph It’s infectious**

Ø **Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity**

Our key expectations are:
Ø Self-awareness - Living authentically

Ø Adaptability
- Being ready to adjust depending on the situation

Ø Openness - What you see is what you get

Ø Positivity with a real sense of being able to strive for the impossible

Ø Generosity of spirit
- Everyday should be an opportunity to act with kindness

Ø Ability to have fun - Taking the role seriously, whilst being yourself

**The Service**

FCMS deliver integrated urgent care across the Fylde Coast. The services included in the Fylde Coast Integrated Urgent Care Service are:

- Blackpool Urgent Treatment Centre
- Fleetwood Urgent Treatment Centre
- Blackpool Victoria Urgent Treatment Centre which includes a GP out of hour’s provision across the Fylde Coast and the navigation of patients at the Urgent and Emergency Care Village Gateway
- Integrated CAS (Clinical Assessment Service)
- The Fylde Coast DVT Service
- The Fylde and Wyre Wound Care Service
- Primary care extended access / hours provision for Blackpool, Fylde, and Wyre

**The 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 w