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 handl, The Operational Navigator role is crucial within our Operations team to ensure efficient patient care by coordinating clinical resources. The successful candidate will provide professional telephone support, manage patient queues, and assist in dispatching calls to clinicians. Key responsibilities include making comfort calls, handling urgent call-backs, and supporting service managers with KPI delivery. Our ideal candidate possesses GCSE qualifications in English and Maths, strong communication skills, a calm telephone manner, is computer literate and can manage high workloads under pressure. Experience in contact centres or urgent care is desired but not essential., 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.
  
  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), GCSE English & Maths (or equivalent), strong communication and listening skills
  
  Integrated Care 24 (IC24) is a leading not-for-profit Social Enterprise focused on innovative and patient-focused primary care services. It is dedicated to improving access to health and social care while reducing the demand on secondary care services. Serving over 6 million patients, IC24 offers GP-led out-of-hours services, NHS 111, and primary and secondary care support services. Committed to diversity, IC24 promotes equal opportunities and an inclusive environment, encouraging applications from under-represented groups. The organisation values brave ideas and people and ensures the welfare of its service users and staff., 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.
  
  Hours Available - 34.5 hours per week, covering a 24/7 operation
Whats 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.