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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Contact Details:
The Methodist Church in Britain Recruitment Team
