Patient Navigator – Emergency Department

Job summary

Are you passionate about helping people access the right care at the right time? We are looking for an enthusiastic Patient Navigator to join our busy Emergency Department team. This rewarding role focuses on supporting patients who come to theEmergency Department with non-urgent needs, helping them access appropriate services in the community with same day or next day appointments.

You will work closely with clinical staff and external organisations to guide patients toward GPs, urgent treatment centres, dressing clinics, and other community-based services. By building trust and offering clear information, you will play a vital role in reducing unnecessary hospital attendance and improving patient experience.

Key responsibilities:

• Engage with patients in the ED to understand their needs and concerns.
• Provide information and signposting to suitable community or primary care services.
• Liaise with organisations and services.
• Maintain accurate records and contribute to service improvement.

Essential skills and experience:

• Excellent communication and interpersonal skills.
• Knowledge of local health and social care services.
• Compassionate, patient-focused approach.
• Experience in record keeping, reception or office work, health, social care, or community work (desirable but not essential).

If you enjoy helping people, problem-solving, and making a real difference in your community, we'd love to hear from you!

Main duties of the job

• To receive all patient bookings - organising the appointment with relevant staff members to ensure a problem free patient pathway through the Emergency Department.
• To input all patient bookings onto the Cerner system and a database ensuring the details are correct and that appointments have been registered to the correct location.
• To liaise closely with the Business Manager and staff with regard to appointments booked.
• To answer all telephone enquiries promptly, politely and efficiently according to Trust documented standards, and to maintain a calm, controlled, professional manner at all times.
• To deal with all walk-in patient enquiries efficiently according to Trust Policy. Patients are to be dealt with in a professional manner and advice given should be to the highest standard available.
• To ensure that any complaints are dealt with efficiently and feedback provided or the complaint escalated to senior staff as required.
• To deal confidently and professionally with all enquiries from clinicians referring to the business manager where appropriate.
• To ensure that every patient has a current hospital reference number, and health record.
• To liaise with colleagues cross site to ensure all patients can be seen as quickly as is practicable at the site and service of their choice.
• To ensure that all patients receive appropriate information prior to their appointment and are fully aware of any preparation required.

About us

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.

Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.

Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.

Employer details

Employer name

Imperial College Healthcare NHS Trust

Address

St Mary's & Charing Cross Hospitals

London

W2 1NY

Employer's website

https://www.imperial.nhs.uk/ (Opens in a new tab)

---

Employer details

Employer name

Imperial College Healthcare NHS Trust

Address

St Mary's & Charing Cross Hospitals

London

W2 1NY

Employer's website

https://www.imperial.nhs.uk/ (Opens in a new tab)

---