Receptionist Administrator

JobTitle:Urgent and Emergency CareNavigatorLocation:Blackpool Victoria Hosp, Whinney Heys Rd, Blackpool FY3 8NRHours:Part-time flexible position - hours to be discussedThis is a 24/7 service and shifts are 08:00-17:00, 12:00-21:00, 17:00-23:00 and 23:00-08:00. Flexibility within these hours will be required to deliver service needsPay:£12.67per hour. Enhancements for Weekend, Bank Holiday & Overnight willapply.Requirements:Administration/Reception, Typing and TelephoneSkillsDesirable:Patient Facing/ Customer Service, experience of working within a healthcaresettingReportsto:Service Delivery Co-ordinatorsAccountable to:Systems DeflectionsLeadClosing Date:2nd November 2025TheRoleThe 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.Duties And ResponsibilitiesTo provide a fast, accurate and effective face to face service to patients at the Urgent and Emergency Care Village gatewayTo 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 serviceTo take, record and process information received accurately and concisely using nationally recognised softwareProvide 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, capacityTo be able to gather essential information in a time efficient manner whilst always remaining polite and courteousAssisting patients to self-triage with the use of an iPad and directing to the appropriate area following the outcomeTo respond to telephone calls as the first point of contact for external communications, ensuring all calls are dealt with tactfully and confidentiallyFollow processes to register patients into the EmergencyDepartmentUnderstand the different routes/pathways that patients access Urgent and Emergency CareDevelop an understanding of local referral pathways within the local healthsystemTo 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 thehospitalTo be able to communicate clearly, sensitively, and effectively with patients, carers and other professionals, taking into account different cultures, beliefs and communication needsTo carry out duties in a courteous, empathetic, and helpful manner, always, and act in a way that promotes values of equality and diversityBe emotionally resilient and remain calm underpressureIdentify when a patient needs urgent help and intervene appropriately by alerting relevant professionalsLiaise with a wide range of medicalprofessionalsWork within all relevant policies and procedural guidelines always, including service policies, procedures and processes which have fallen out of investigations and complaints.Co-operate with the Clinical Governance and management team when investigating complaints and incidentsGeneralTo engage and work with other stakeholders, such as the Ambulance Service, Trust personnel and General Practice staff to ensure an integrated approach around patients care and delivery.Maintain good relationships with other members of the staff team and stakeholders across all disciplinesTo follow safe working practices and to always comply with local Health and Safety Policies and ProceduresTo ensure confidentiality on all matters relating to patients and information obtained during employment and not to release such information to anyone other than those acting in an official capacity as instructedTo recognise the importance of patient experience and value patient feedbackOur Key Expectations AreSelf-awareness Living authenticallyAdaptability- Being ready to adjust depending on the situationOpenness What you see is what you getPositivity with a real sense of being able to strive for the impossibleGenerosity of spirit- Everyday should be an opportunity to act with kindnessAbility to have fun Taking the role seriously, whilst being yourselfOur Why: To nurture an environment of inspiration, innovation and disruption so this people in our world receive exceptional healthcare for this generation, and the next.Values:Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours. Our behaviours should be in line with our values which form part of our Company DNA:Fun: People rarely succeed unless they are having fun. Happiness is healthy!Awesome: We arent here to be average, were here to be awesome!Humble: Were here to make a difference to the lives of others, NOT to see how important we can becomeBrave: We challenge the norm. We have the courage to get the difficult jobs doneOompf: We have natural oompf! Its infectious!Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivityCome and be a part of our amazing team!We offer NHS PensionCycle to Work SchemeCareer Development OpportunitiesAttendance BonusStaff Benefit SchemeFree Tea & CoffeeEye Care ContributionsTheServiceFCMS Deliver Integrated Urgent Care Across The Fylde Coast. The Services Included In The Fylde Coast Integrated Urgent Care Service AreBlackpool Urgent TreatmentCentreFleetwood Urgent TreatmentCentreBlackpool Victoria Urgent Treatment Centre which includes a GP out of hours provision across the Fylde Coast and the navigation of patients at the Urgent and Emergency Care Village GatewayIntegrated CAS(Clinical AssessmentService)The Fylde Coast DVT ServiceThe Fylde and Wyre Wound Care ServicePrimary care extended access/ hours provision for Blackpool, Fylde, andWyreInformationGovernance:Understand the importance of Information Governanceand maintain the IG Toolkit on an annual basis.Maintain accurate and comprehensive statistical information, ensuring legal and local requirements are met.SafeguardingStaff are to report any safeguarding concerns to managers on site and follow usual processes if theybecome aware of any Safeguarding is everyonesresponsibility.Training andSupportContribute to the identification of own training needs and participate in relevant in-service trainingTrain and support new members of staff in theroleEnsure all mandatory training is undertaken andmaintainedTo attend staff meetings asrequiredWhere necessary, relevant training in the operation of new or unfamiliar equipment, software or procedures will be provided or arranged.The post holder will be expected to attend any necessary courses that provide relevant training.OtherDutiesThis Job Description will be periodically reviewed in the light of developing work requirements. This is an evolving role and, therefore, these duties are not exhaustive.The role may change via discussion between the post-holder and line managers. The individual in post will be expected to contribute towards that revision.The Service Lead may also ask for other duties to be carried out to the benefit of theorganisation.Disability Confident Employer -As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancyDBS - This post is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. This will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence)Person SpecificationExperience, Knowledge & Skills - EssentialExperience of dealing with the General PublicEvidence of good organisational skills IT skillsExcellent customer service skillsEmpathetic to staff and patient needs Act with dignity and respect administrative experienceSound working knowledge of Microsoft packages including, Word, Excel, and OutlookAbility to manage and prioritise, whilst working under pressureEmotional intelligence to be able to manage stress and have healthy coping mechanismsDesirableExperience within a healthcare environment Experience of working with clinical IT systems Understanding and knowledge of Information GovernanceExperience or knowledge of safeguardingPersonal Qualities - EssentialOpenness to learn new skills and apply these within the roleProfessional conductNon-judgmentalMature outlookSelf-motivationSmart appearanceEnthusiastic andpositiveAlways aim for the best possible outcome for both staff and patientsFlexibleQualifications - EssentialEquivalent training/experience in reception/administrationDesirableEducated to GCSE/OLevel standard, including English Language and Mathematics or equivalent training and experience in administration Evidence of further studyCommunication EssentialExcellent oral and written communication skillsExcellent interpersonal skills with the ability to deal with difficult situationsAbility to adapt communicationstylesOther EssentialDiplomatic/tactful and understanding the importance of confidentialityAbility to demonstrate compassion and empathyAbility to work under pressure, remain calm and focusedAbility to work within a team and at times in isolationThe organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staffto share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.