Urgent Care Centre Front Door Navigator
| Company: | NHS Jobs |
|---|---|
| Salary: | £25,760 to £27,476 a year |
| Hours: | Full-time |
| Location: | London, SE18 4QH |
| Job type: | Permanent |
| Posting date: | 21 Sept 2026 |
| Closing date: | 5 Oct 2026 |
Summary
Principal duties and responsibilities Act as the first point of contact at the entrance to the emergency care and Urgent Treatment departments, welcoming every person who arrives in a professional manner. Use the tablet and appointment book to identify patients who hold a booked appointment made via NHS 111, the digital front door or another referring service, confirm their arrival and direct them to the correct waiting area. Explain the booked appointment model to patients and carers, what their appointment time means, where to wait and what will happen next. Greet and direct patients who attend without an appointment, supporting them to book in and directing them to reception or the appropriate waiting area. Signpost patients to alternative services i.e. community pharmacy or their own GP practice, in line with the agreed local directory and navigation protocols. Reduce queueing at the reception desk by meeting patients on arrival and resolving straightforward enquiries at the door. Support patients with additional needs, including those with a disability, sensory or communication needs, a learning disability or dementia, and arrange interpreting support where required. Support patients to use digital check-in and self-service where available, offering assistance to those who are not confident with digital tools. Record accurate and timely information on the patient administration system, including arrival, source of referral and navigation outcome, ensuring these are logged correctly. Contribute to the evaluation of the Digital Front Door pilot by collecting the agreed data and providing feedback on how the model is working in practice. Report promptly to the Shift Lead where the appointment book, Directory of Services or booking flow does not appear to be working as intended. Support departmental escalation and surge plans, helping to maintain flow at the front door during periods of high demand. Use de-escalation skills to manage challenging or distressing situations, following organisational policy on violence, aggression and security, and reporting all incidents. Maintain a tidy, safe and welcoming entrance and waiting area, and apply infection prevention and control measures at the front door. Undertake any clerical or reception duties as deemed necessary to support the department. Maintain patient confidentiality at all times, recognising that conversations at the front door take place in a public area. Refer site management issues and complaints to the appropriate department. Maintain the knowledge and skills necessary to perform the role effectively and ensure evidence of competence is provided to the line manager. Recognise own limitations and seek advice when appropriate. The Front Door Navigator is the final piece of this model. The post holder will be an additional, visible presence at the entrance to the UTC, equipped with a tablet, making sure that every person who walks through the door is greeted, understood and directed to the right place, whether they arrive with a booked appointment or as a walk-in. Confidentiality In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the organisation. All such information from any source is to be regarded as strictly confidential Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data The post holder will take particular care when using a mobile device in a public area, ensuring screens are not overlooked and that conversations about a patients reason for attending are held as discreetly as possible. Health & Safety The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the organisations Health & Safety Policy, to include: Using personal security systems within the workplace according to organisation guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. Reporting potential risks identified Equality & Diversity Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with organisational procedures and policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Personal/Professional Development Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work Attend all relevant annual updates Inform the line manager of any concerns regarding the navigator role and any professional development needed Be aware of own professional boundaries and what to do when you have reached them Quality The post-holder will strive to maintain quality within the UTC, and will: Alert other team members to issues of quality and risk Work to UTC protocols Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources Communication The post-holder should recognise the importance of effective communication within the team and will strive to: Communicate effectively with other team members Be familiar in all mediums of communications such as email, tasks, telephone etc Communicate effectively with patients and carers Recognise peoples needs for alternative methods of communication and respond accordingly Communicate effectively to outside agencies Communicate clearly with their line manager Contribution to the Implementation of Services The post-holder will: Apply organisational policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate This role is available on a Full Time or Part Time (24 to 40 hours/week) basis. 12-hour shifts finishing no later than 22:00. 7 days/week availability will be required. Please note, unfortunately Greenwich Health are unable to offer sponsorship. Please ensure you have the right to work within the UK.