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Clinical Team Navigator - CHUB

Band 7

Main area
Clinical Team Navigator
Band 7
Full time - 37.5 hours per week
Job ref
Pan London
£40,057 - £45,839 per annum plus HCAs (depending on location)
Salary period
19/09/2021 23:59

London Ambulance Service covers an area of 620 sq. miles, serves one of the world’s most dynamic and diverse cities and is the busiest ambulance service in the UK. We handle over 1.9 million emergency calls from across the capital and attend more than 1.2 million incidents every single year as well as delivering a 24 hour NHS 111 Integrated Urgent Care Service in South East and North East London that we estimate will respond to around 1.4million urgent care calls by the end of the year.


We employ over 8,000 people who work or volunteer across London to respond to the health needs of over eight million people who live, work and travel in the capital. We work closely with our NHS partners and are commissioned by 32 clinical commissioning groups spread across 5 sustainability and transformation partnerships (STPs) and NHS England for our specialist services. We work alongside London’s hospital, mental health and specialist trusts, as well as the five STPs across Greater London.


In addition we work in partnership with the other emergency services, London’s Air Ambulance and London’s Resilience Forums to make sure we are ready and prepared to respond to major incidents and ensure we keep Londoners safe. As the only pan-London NHS provider we have a unique opportunity to play a leading role in integrating access to emergency and urgent care right across London.


By 2023 we will improve outcomes and experiences for all our patients by providing the right care to patients at the right time, and in the most cost effective way. This will mean up to 122,000 fewer patients being taken to emergency departments when their needs could be better met in a different way, and we will deliver significant efficiencies in avoided costs to the urgent and emergency care sector.

Job overview

Clinical Team Navigator (Nurse or Paramedic), Clinical Hub

Emergency Operations Centre – currently based at Waterloo & Bow (Bow will be moving to Newham in 2022).

Permanent position.

The post holder will provide clinical oversight of the calls pending ambulance dispatch and provide clinical support within the 999 Emergency Operations Centre and to clinicians across the service as part of the Clinical Support Desk. They will be the first line manager for all clinicians within the Clinical Hub / Emergency Clinical Assessment Service (ECAS), responsible for providing advice, guidance and leadership to their teams.

This is a rewarding challenge affording you the opportunity to learn new skills and further utilise your clinical expertise.

Main duties of the job

As a Clinical Team Navigator you will be responsible for various tasks when on duty. These will include reviewing various clinical queues, providing clinical advice over the phone, and supporting the Clinical Advisor teams.

You will be responsible for the quality assurance and auditing of clinical telephone assessments, as well as the day to day and long term management of your team.

This role requires excellent communication skills and the ability to work as part of a team, as well as making autonomous decisions.

You will need to be a registered Nurse or Paramedic with significant post qualification experience including recent demonstrable experience in emergency care with face to face patient contact. You must currently be able to undertake face to face clinical shifts.

It is preferable for candidates to have experience working in a Clinical Hub or Clinical Assessment Service.


Working for our organisation

Successful candidates at shortlisting will be invited to attend assessment centres and interview, provisionally planned for early October 2021. It is envisaged training will take place in November 2021. For external candidates who are unable to make this, further dates will be available in the new year. These dates are subject to change. Full course attendance is mandatory and will run full time for 2-3 weeks.

Post course you will be required to complete a minimum of ten mentored consolidation shifts in either Waterloo or Bow Emergency Operations Centre (please note parking is restricted at both sites). These shifts must be successfully completed within 4 weeks of the course. Ideally applicants will work the full 24/7 rota, however applications will be accepted for a minimum of 23 hours per week.

Maintaining patient facing clinical duties is important for our staff and we are committed to supporting this.

Detailed job description and main responsibilities

The Post Holder will be based in the 999 Clinical Hub supporting the multidisciplinary team by providing remote clinical assessment and maintaining safety of patients by: 

  • Using specialist knowledge and skills to support delivery of a safe and effective
  • Managing the clinical call-back queue in order to optimise patient safety, experience and outcomes, through appropriate prioritisation of calls and utilisation of clinician resource
  • Providing clinical support and advice to patients and the multi-disciplinary ECAS team following the initial enquiries as part of a 24/7
  • Identifying appropriate calls based on clinical knowledge and experience to be assessed by Clinical Advisors.
  • Reviewing and maintaining clinical oversight of all calls waiting for an ambulance dispatch in the 999 Emergency Operations
  • Using professional clinical judgment, supported by a robust clinical triage system and the additional responsibility of clinical supervision, coaching and quality review of front line
  • Supporting the team in achieving exceptional standards of patient safety and ultimate use of alternative care pathways and avoidance of unnecessary conveyances to Emergency
  • To seek continuous improvement across all elements of the Clinical
  • Maintaining the highest standards of professionalism in line with the Trusts Vision and Values.

Person specification

Qualifications, Accreditations, Education

Essential criteria
  • Nurse or Paramedic registered with the NMC or HCPC with at least 2 years post registration experience
  • Evidence of commitment to ongoing continual professional and personal development
  • Full UK Driving Licence
Desirable criteria
  • At least 1 year’s Clinical Hub or CAS experience


Essential criteria
  • Experience of training others
  • Able to manage and develop staff performance
  • Experience of coaching staff
  • Ability to make effective decisions
  • Effective communication, listening and interpersonal skills
  • Ability to work to deadlines
  • Ability to prioritise own workload
  • Ability to negotiate with staff of all levels and disciplines
Desirable criteria
  • Experience of clinical queue management

Knowledge and Skills

Essential criteria
  • Ability to demonstrate the benefits of Clinical Supervision and reflective practice
  • Understanding of tele-health consultation and an understanding of associated clinical risk
  • Ability to work effectively in a team, providing support and leadership as appropriate, to achieve

Personal abilities

Essential criteria
  • Adhere to the Trust values and behaviours
  • Commitment to providing service that meets the changing needs of external and/or internal customers A/I
  • Ability to focus on constructive evaluation and challenge of own and team performance
  • Proactive in identifying opportunities for improvement and innovation
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Applicant requirements

You must have appropriate UK professional registration.

Applications from job seekers who require sponsorship to work in the United Kingdom (UK) are welcome and will be considered alongside all other applications. Please note that from January 2021, to work in the UK all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship unless you have permission to work via another route. Non UK / RoI candidates wishing to apply can self-assess the likelihood of obtaining a Certificate of Sponsorship here. It is vital that you provide full and accurate details of your current immigration status on the application form. Overseas applicants applying for entry clearance into the UK must present a criminal record certificate from each country they have resided in continuously or cumulatively for 12 months or more in the past 10 years. Guidance can be found here. Not everyone needs a ‘Skilled Worker’ visa. If you are applying for a vacancy in health or adult social care, check if you’re eligible to apply for the Health and Care Worker visa instead. It’s cheaper to apply for and you do not need to pay the annual immigration health surcharge

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Documents to download

Apply online now

Further details / informal visits contact

Naomi Greenway
Job title
General Manager – Clinical Hub (Interim)
Email address