Operational Navigator

Package Description: The Role

We're looking for an Operational Navigator to join our dynamic Operations team. This is a pivotal role at the heart of our urgent care service, ensuring patients receive the right support at the right time by coordinating clinical resources and managing patient pathways efficiently.

This is a fantastic opportunity to join a highly experienced team where you will demonstrate empathy, tact, and discretion in delivering high-quality patient care. You will provide professional and courteous telephone support to clinical and non-clinical colleagues, navigating patient requirements efficiently and accurately. You will manage patient queues, support call distribution, liaise directly with patients when needed, and maintain high visibility of available clinical resources.

What you'll be doing

Providing professional telephone support to colleagues and patients.

Accurately recording information and managing patient queues.

Dispatching calls to clinicians across regions and platforms.

Making comfort calls and handling urgent call-backs.

Supporting service managers with performance and KPI delivery.

Monitoring service levels and adapting to fluctuating demand.

Sharing operational updates with relevant teams.

Following all policies, including GDPR and safeguarding.

What we’re looking for

GCSE English & Maths (or equivalent).

Strong communication and listening skills.

Confident, calm telephone manner.

Computer literate and quick to learn new systems.

Able to prioritise, stay calm under pressure, and handle high workload.

Empathetic, tactful, and discreet.

Flexible, self-motivated, and able to use initiative.

Team-focused with good problem-solving skills.

Contact centre or urgent care experience (desirable)

Who are we?

We are Integrated Care 24 (IC24), the leading not for profit Social Enterprise providing innovative and patient focused primary care services. IC24 is committed to improving access to health and social care for our patients and reducing the demand on secondary care services. IC24 provides services to over 6 million patients, including GP led out-of-hours services, NHS 111, primary care and secondary care support services.

Location - Norwich, Norfolk or Ashford, Kent. (Hybrid - 60% Office Based)

Hours Available - 34.5 hours per week, covering a 24/7 operation

What’s in it for you:-

Hourly pay of £12.71 (plus OOH enhancements)

Opportunity to join the NHS Pension Scheme

Enhanced Bank Holiday rates

Additional annual leave above statutory minimum

Enhanced family leave (maternity, paternity and adoption leave and pay)

Inclusive wellbeing benefits

Employee Assistance Programme including free 24/7 independent counselling and occupational health services

Professional development opportunities

Free membership to our reward and discount platform

Access to Blue Light Card and other NHS Discount Schemes

Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory enhanced DBS disclosure and references.

We celebrate brave ideas and brave people.

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We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage.

We are committed to providing equal opportunities for all people. We particularly encourage applications from ethnic minorities, applicants with a disability, LGBTQ+ communities, neurodiverse individuals, and other under-represented groups. We are dedicated to creating an inclusive environment where everyone feels they belong.

We are happy to discuss any reasonable workplace adjustments needed to ensure you can perform at your best during the application or interview process or if you would like an accessible version of any recruitment documents, please contact the recruitment team on (email address removed)