Amy Norcross

Care Navigator in NHS primary care since 2022, working across four GP practices serving some of the most deprived communities in England, where my daily work is coordinating referrals, keeping accurate patient records and liaising between clinicians, external providers and the public. I hold a BSc (Hons) Psychology at 2:1 (68.8%) and a CACHE Level 3 Diploma in Childcare and Education, and I am trained to Safeguarding Level 2 for both children and adults. My degree research looked at ADHD traits and self-esteem in children's experiences of school, and I have a long-standing interest in fostering, including completing the Home for Good course on attachment and safeguarding.

I am now looking to bring my administrative and safeguarding experience into a remote referrals role supporting children and young people.

Care Navigator - Cornerstone Practice & Healthcare - Shadsworth, Lambeth Street, Bentham Road, Rhyddings and central call centre hub

(2022)

Casual and part-time alongside full-time study, including a study year abroad in 2024/25. The only member of staff who works across all four practice sites (Shadsworth, Lambeth Street, Bentham Road, Rhyddings) and the central call centre hub serving them.

• Referrals and pathways: Assess patient requests and direct them to the most appropriate route — GP appointment, social prescribing, Pharmacy First or community services — so that people reach the right service faster and clinical appointments go to those who most need them.
• Urgent triage: Identify the level of urgency in incoming calls, including processing 111 and CCAS appointments and home visit requests, escalating to clinicians or emergency services where needed.
• Record management: Update and manage patient records in EMIS, spotting and correcting errors in records and appointment slots before they cause clinical confusion.
• Professional liaison: Work daily with doctors, clinicians, the Prescription Hub and external providers, and pass on accurate handover information between shifts and sites.
• Enquiry and complaint handling: Manage a high volume of telephone and face-to-face enquiries, resolving complaints at the first point of contact and de-escalating frustrated callers.
• Confidentiality: Handle sensitive personal and clinical information in line with practice policy and GDPR.
• Working across a diverse population: The practices serve neighbourhoods among the most deprived in England, including many patients whose first language is not English. I adjust pace, wording and how I check understanding so that people can act on what they are told.
• Breadth of site knowledge: As the only care navigator covering every site and the hub, I know the clinicians, systems and local arrangements at each one, and am asked to cover shortfalls at short notice wherever they arise.
• Supporting new staff: Regularly induct and train new care navigators on EMIS, triage protocols and site-specific procedures, and feed back on their progress to site managers.
• Independent working: Trusted key-holder responsible for opening and securing surgery sites and completing daily premises checks — routinely working without direct supervision.

Bartender and Event Hostess - Samlesbury Hall

(2021-07 - 2021-09)

• Served guests at weddings and corporate events, handling payments and cash registers accurately, and worked in a large team to set up and clear the hall to time.

Children's Work Coordinator - Church leadership role

(2022 - 2024)

• Coordinated the volunteer rota for a team of ten children's workers, identifying gaps in advance and maintaining safe safeguarding ratios every week.
• Planned and ran weekly activities for children, focusing on engagement, safety and wellbeing.

Team Leader, Stewarding - Newday Festival

• Scale: Lead a team of ten stewards, one of eleven teams at an event of 12,000+ delegates aged 11–19 and their youth leaders. Run daily briefings and manage crowd safety and my team's wellbeing.
• Safeguarding in a live setting: My team is responsible for delegates' safety, for spotting and reporting safeguarding concerns, and for escalating them to the event's safeguarding coordinators — often quickly and on partial information.
• Hidden disabilities and conditions: Regularly support attendees with hidden disabilities and conditions — finding quieter routes and spaces, explaining what to expect, and adjusting arrangements so people can take part without having to justify themselves.

Event Organiser - Derian House Children's Hospice planned and delivered a Disney-themed fundraiser, raising £1,900

BSc (Hons) - Psychology - University of Central Lancashire (2023 - 2026)

Year abroad - UCLan Cyprus (2024-09 - 2025-05)

CACHE Level 3 Diploma and Certificate - Childcare and Education (EYE) - Blackburn College (2021 - 2023)

7 GCSEs - St Wilfrid's C of E High School (2016 - 2021)