Operational Navigator

Overview

As an Operational Navigator you support urgent care operations by coordinating clinical resources and guiding patient pathways. You work closely with clinical and non-clinical colleagues to ensure timely, high-quality patient care and maintain visibility of available resources. The role involves empathetic telephone support, queue management, and diligent communication, within a GDPR and safeguarding-compliant framework. This position offers a impactful, team-led environment with opportunities to influence service levels and KPI delivery.

Pay / Benefits

• 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 counselling and occupational health services

Responsibilities

• Provide professional telephone support to colleagues and patients
• Accurately record information and manage patient queues
• Dispatch calls to clinicians across regions and platforms
• Make comfort calls and handle urgent call-backs
• Support service managers with performance and KPI delivery
• Monitor service levels and adapt to fluctuating demand
• Share operational updates with relevant teams
• Follow policies including GDPR and safeguarding

Key requirements

• Strong communication and listening skills
• Confident, calm telephone manner
• Computer literate and quick to learn new systems
• Ability to prioritise and work under pressure with a high workload
• Empathetic, tactful and discreet
• Flexible, self-motivated and able to use initiative
• Team-focused with good problem-solving skills
• Desirable: contact centre or urgent care experience

• Communication skills
• Active listening
• Calm under pressure
• Empathy
• Computer literacy
• Ability to learn new systems

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