Bank Urgent Care Centre Front Door Navigator

This bank post places a non-clinical Front Door Navigator at the entrance to the urgent care centre run by Greenwich Health, the GP federation for the borough. The navigator greets arrivals on a tablet, checks whether they hold an NHS 111 or digital front door appointment, and directs them to the right place, escalating anyone unwell or distressed to a clinician straight away. Shifts are 12 hours, finishing by 22:00, with seven-day availability required. Sponsorship is not available, so applicants must already have the right to work in the UK.

What the job involves

• Greet everyone arriving at emergency and urgent care, establish why they have attended and direct them without delay
• Check arrivals on the tablet against NHS 111 and digital front door bookings, confirm arrival and direct them to the correct waiting area
• Escalate patients who are unwell, distressed or vulnerable to a clinician immediately, without assessing or advising on their condition
• Explain the booked appointment model to patients and carers, including what the appointment time means and what happens next
• Greet and direct walk-in patients, supporting them to book in at reception
• Signpost patients to alternatives such as community pharmacy or their GP practice, under local directory and navigation protocols
• Resolve straightforward enquiries at the door to reduce reception queues
• Support patients with disability, sensory, communication, learning disability or dementia needs, arranging interpreting where required
• Help patients use digital check-in and self-service, assisting those who are less confident with digital tools
• Record arrival, referral source and navigation outcome accurately on the patient administration system
• Collect agreed data for the Digital Front Door pilot evaluation, and report appointment book or Directory of Services faults to the Shift Lead
• Support surge and escalation plans, use de‑escalation skills in challenging situations, and keep the entrance tidy, safe and infection-controlled

What’s required

Qualifications

• GCSE or equivalent in English and Maths

Experience

• Previous customer service experience
• Ability to work within the needs of a changing service

Skills & knowledge

• Confident use of tablet devices and mobile applications
• Basic computer and keyboard skills, including Windows packages
• Good verbal and written communication
• Understanding of the NHS
• Understanding of the non‑clinical boundaries of the role
• Understanding of data protection and confidentiality

Checks & eligibility

• Right to work in the UK; sponsorship not available

Other

• Calm, resilient and focused under pressure in a busy environment
• Approachable, empathetic manner with anxious, distressed or injured people
• Recognising when a patient needs escalating and acting without delay
• Working on own initiative with minimal supervision, and as an effective team member
• Flexible for evenings, weekends and bank holidays
• Commitment to equality, diversity and inclusion

Nice to have

• NVQ Level 2 or equivalent, or a customer service or care navigation qualification
• Experience of working in urgent care, primary care or an emergency department
• Experience of care navigation, signposting or front of house in a healthcare setting
• Awareness of NHS 111, NHS Pathways and the Directory of Services
• Experience of a clinical or patient administration system
• Previous experience as a receptionist
• Conflict resolution or de‑escalation training
• Ability to speak a second language commonly used in the Greenwich population

What’s offered

• Hourly rate includes the London Living Wage
• Hourly rate includes holiday pay
• Opportunity for personal growth
• Greenwich Health reinvests its surplus in staff development

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