Operational Navigator

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.

• 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.
• 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)

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 – up to 18 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.

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