Emergency Care Navigator

Position: Urgent & Emergency Care Navigator
Location: Datchet

Welcome to FCMS!

Job Title:

Urgent and Emergency Care Navigator

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 Weekends, Bank Holidays & Overnight will apply.

Reports to:

Operational Specialists Accountable to:
Operational Manger CLOSING DATE: 18 OCTOBER 2026

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.

About us The ethos of FCMS as a social enterprise, health and wellbeing services provider is to be passionate in its drive to ensure that patients and callers remain the central focus of all that it does. Coupled with excellent and well-established clinical governance systems and extremely effective operational expertise, it has meant that the company has the ability to strategically visualise, develop, and implement award winning services.

Over many years we have invested in our staff so that we have a core team of highly trained individuals who can manage the needs of our patients and callers. Our staff are able to significantly improve the service delivery and user experience due to their considerable experience and commitment to what they do. Come and be a part of our amazing team!

We offer NHS Pension Cycle to Work Scheme Career Development Opportunities Attendance Bonus Staff Benefit Scheme Free Tea & Coffee Eye Care Contributions 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-centered 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 togather 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
· Responding 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…