Operational Navigator

About the Role

We are seeking a dedicated Operational Navigator to become a crucial member of our Operations team, supporting urgent care services. This role focuses on ensuring patients receive timely and appropriate assistance by coordinating clinical resources and managing patient pathways effectively.

Key Responsibilities

• Deliver polite and professional telephone assistance to both clinical and non-clinical teams as well as patients.
• Maintain precise records and efficiently handle patient queues.
• Allocate calls to clinicians across various regions and platforms.
• Conduct comfort calls and manage urgent return calls.
• Assist service managers in meeting performance targets and key performance indicators.
• Oversee service levels and adjust operations according to fluctuating demand.
• Communicate operational updates to relevant stakeholders.
• Adhere strictly to all organizational policies, including GDPR compliance and safeguarding protocols.

Candidate Profile

• Possess GCSE qualifications in English and Maths or a recognized equivalent.
• Exhibit excellent communication and active listening abilities.
• Maintain a confident and composed telephone demeanor.
• Be proficient in computer use and quick to adapt to new technologies.
• Manage multiple priorities calmly under pressure and cope efficiently with a demanding workload.
• Demonstrate empathy, tactfulness, and discretion in all interactions.
• Be flexible, self-driven, and capable of taking initiative.
• Show strong teamwork skills and problem-solving capabilities.
• Experience in contact centers or urgent care settings is an advantage.

About Integrated Care 24

Integrated Care 24 (IC24) is a leading nonprofit social enterprise dedicated to delivering innovative, patient-centered primary care services. Serving more than 6 million patients, IC24 provides GP-led out-of-hours care, NHS 111 services, and both primary and secondary care support, aiming to improve health access and reduce pressure on secondary healthcare.

Role Details

• Locations: Norwich, Norfolk or Ashford, Kent (Hybrid working with approximately 60% time onsite).
• Hours: 34.5 hours per week including coverage for a 24/7 operation.
• Hourly compensation: £12.71 plus out-of-hours pay enhancements.
• Benefits include participation in the NHS Pension Scheme, enhanced bank holiday pay, additional leave beyond statutory minimum, enhanced family leave provisions, inclusive wellbeing benefits, a 24/7 Employee Assistance Programme offering counseling and occupational health support, professional development opportunities, free access to a rewards and discount platform, and eligibility for Blue Light Card and other NHS discounts.

Additional Information

Employment is contingent upon eligibility to work in the UK, satisfactory enhanced DBS clearance, and references. IC24 values diversity and inclusion, actively encouraging applications from underrepresented groups including ethnic minorities, disabled individuals, LGBTQ+ persons, and neurodiverse candidates. Reasonable workplace adjustments are available throughout the recruitment and interview process to ensure equal opportunity and support for all applicants.