Operational Navigator

Integrated Care 24 Ltd; Maidstone; On-site; GBP 17,000 - 22,000; Part time

Job summary

Integrated Care 24 Ltd is seeking an Operational Navigator for a part-time weekends role in Maidstone. You will support clinicians and patients by handling calls, recording information, and directing patient pathways to the right resources.

You will manage queues, assist with call distribution, and maintain visibility of available clinical resources to ensure timely care. The role emphasizes empathy, tact, and discretion in delivering high-quality patient care within a not-for-profit,

Qualifications

• Experience in urgent care or fast-paced patient coordination is desirable.
• Strong communication and listening skills are essential.
• Familiarity with GDPR and safeguarding policies is beneficial.

Responsibilities

• Provide professional telephone support to colleagues and patients.
• Accurately recording information and managing patient queues.
• Dispatching calls to clinicians across regions and platforms.
• Monitor service levels and adapt to fluctuating demand.
• Share operational updates with relevant teams.

Skills

Telephone support

Empathy

Discretion

Communication

Job description

Package Description:

• Part-time Weekends only opportunity 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., The role of Operational Navigator is a key position within the Operations team at IC24, focused on ensuring patients get timely and appropriate support by efficiently coordinating clinical resources. The position requires high levels of empathy, tact, and discretion to maintain high-quality patient care. Responsibilities include providing professional and courteous telephone support to both clinical and non-clinical colleagues, managing patient queues, supporting call distribution, liaising with patients as needed, and ensuring high visibility of available clinical resources. Joining a highly experienced team, the operational navigator will also support service managers with performance and KPI delivery, monitor service levels to adapt to changing demand, and share operational updates with relevant teams. Adherence to all policies, including GDPR and safeguarding, is crucial.

IC24, Integrated Care 24, is a leading not-for-profit social enterprise that offers innovative and patient-focused primary care services. The organization is committed to enhancing access to health and social care for patients while working to reduce the demand on secondary care services. IC24 serves over 6 million patients, providing a range of services such as GP-led out-of-hours care, NHS 111, primary and secondary care support. The organization is driven by its dedication to improving healthcare access and focuses on inclusive opportunities for job applicants from all backgrounds and communities, ensuring an environment where everyone feels they belong.