At a Glance
- Tasks: Be the first point of contact for patients in urgent care, assisting with bookings and navigation.
- Company: Join a dynamic healthcare team at Blackpool Victoria Hospital.
- Benefits: Earn £13.13 per hour with enhancements for weekends and holidays.
- Other info: Flexible part-time hours with opportunities for training and growth.
- Why this job: Make a real difference in patient care while gaining valuable experience.
- Qualifications: Customer service skills and a compassionate approach are essential.
The predicted salary is between 27000 - 28000 £ per year.
Location: Blackpool Victoria Hospital, 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 will apply.
Reports to: Service Delivery Coordinators
Accountable to: Systems Deflections Lead
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. Duties include:
- Booking ambulances into the Emergency Department.
- Answering telephone enquiries.
- Retrieving medical records.
- Providing administrative duties to the Urgent and Emergency Care Teams and any other tasks requested by Service Delivery Coordinators 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.
- 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.
- 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 communicate clearly, sensitively, and effectively with patients, carers and other professionals.
- To carry out duties in a courteous, empathetic, and helpful manner.
- Be emotionally resilient and remain calm under pressure.
- Identify when a patient needs urgent help and intervene appropriately.
- Liaise with a wide range of medical professionals.
- Work within all relevant policies and procedural guidelines.
- 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.
- Maintain good relationships with other members of the staff team and stakeholders across all disciplines.
- To follow safe working practices and comply with local Health and Safety Policies and Procedures.
- To ensure confidentiality on all matters relating to patients and information obtained during employment.
- Recognise the importance of patient experience and value patient feedback.
Values
Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours:
- 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.
- Brave: We challenge the norm.
- Oompf: We have natural oompf! It's infectious!
- Go-getting: We are intuitive to changing needs and respond quickly.
The Service
FCMS deliver integrated urgent care across the Fylde Coast, including:
- Blackpool Urgent Treatment Centre
- Fleetwood Urgent Treatment Centre
- Blackpool Victoria Urgent Treatment Centre
- 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
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 onsite and follow usual processes if they become aware of any. Safeguarding 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 the role.
- Ensure all mandatory training is undertaken and maintained.
- Attend staff meetings as required.
- Relevant training in the operation of new or unfamiliar equipment, software or procedures will be provided or arranged.
Other Duties
This Job Description will be periodically reviewed in the light of developing work requirements. The role may change via discussion between the post-holder and line managers.
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 will require a submission for Disclosure to be made to the Disclosure and Barring Service.
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, Administrative experience.
- Desirable: Experience within a healthcare environment, Experience of working with clinical IT systems, Understanding and knowledge of Information Governance.
Qualifications
- Essential: Equivalent training/experience in reception/administration.
- Desirable: Educated to GCSE/O-Level standard, including English Language and Mathematics.
Communication
- Essential: Excellent oral and written communication skills, Excellent interpersonal skills.
Other
- Essential: Diplomatic/tactful, understanding the importance of confidentiality, Ability to demonstrate compassion and empathy, Ability to work under pressure, remain calm and focused.
Urgent and Emergency Care Navigator in Blackpool employer: FCMS LTD
At Blackpool Victoria Hospital, we pride ourselves on being an exceptional employer that values flexibility and employee well-being. Our supportive work culture fosters personal and professional growth, offering comprehensive training and development opportunities in a dynamic healthcare environment. Join us in making a meaningful impact on patient care while enjoying competitive pay and enhancements for weekend and holiday shifts.
StudySmarter Expert Advice🤫
We think this is how you could land Urgent and Emergency Care Navigator in Blackpool
✨Tip Number 1
Network like a pro! Reach out to people in the healthcare sector, especially those who work in urgent and emergency care. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to patient care and administrative tasks. We recommend role-playing with a friend to boost your confidence and get comfortable with the scenarios you might face.
✨Tip Number 3
Show off your personality! When you apply through our website, make sure your application reflects your fun, awesome, and humble side. Employers love candidates who can bring positivity to the team!
✨Tip Number 4
Stay flexible and open-minded about shifts. Highlight your willingness to work various hours during interviews. This shows you're ready to jump in and help out wherever needed, which is super important in urgent care!
We think you need these skills to ace Urgent and Emergency Care Navigator in Blackpool
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Urgent and Emergency Care Navigator role. Highlight your relevant experience, especially in customer service and administrative tasks, to show us you're the perfect fit!
Showcase Your Skills:We want to see your awesome skills in action! Mention your IT proficiency and any experience with clinical systems. Don't forget to highlight your ability to stay calm under pressure – it's a must for this role!
Be Person-Centred:Since this role involves working closely with patients, emphasise your empathetic approach and communication skills. Share examples of how you've successfully navigated difficult situations with care and compassion.
Apply Early!:We might close the vacancy early if we get enough applications, so don’t wait! Head over to our website and submit your application as soon as you can. We can't wait to hear from you!
How to prepare for a job interview at FCMS LTD
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of an Urgent and Emergency Care Navigator. Familiarise yourself with the job description and think about how your skills and experiences align with the duties listed. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Demonstrate Empathy and Communication Skills
As this role involves interacting with patients and their families, it's crucial to showcase your empathy and communication skills during the interview. Prepare examples from your past experiences where you've successfully handled sensitive situations or provided excellent customer service. This will highlight your ability to connect with people in a healthcare setting.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and emotional resilience. Think about how you would handle various situations, such as dealing with a distressed patient or managing multiple tasks under pressure. Practising these scenarios can help you articulate your thought process clearly during the interview.
✨Show Your Flexibility and Team Spirit
Given the flexible hours and teamwork required in this role, be prepared to discuss your availability and how you work within a team. Share examples of times when you've adapted to changing circumstances or collaborated effectively with colleagues. This will demonstrate that you're a go-getter who can thrive in a dynamic environment.
