Part-Time Weekend Urgent-Care Operations Navigator

Ic24; South Willesborough; Hybrid; GBP 17,000 - 19,000; Part time

Benefits offered by this job

NHS Pension Scheme

Enhanced Bank Holiday rates

Additional annual leave

Enhanced family leave

Wellbeing benefits

Employee Assistance Programme

Professional development opportunities

Discount platform access

NHS Discount Schemes

Job summary

Integrated Care 24 (IC24) seeks an Operational Navigator for its 60% office-based hybrid role in Ashford, Kent. The part-time weekend position involves coordinating clinical resources, managing patient pathways, and delivering telephone support to colleagues and patients within a 24/7 operation.

You will record information, dispatch calls to clinicians, monitor service levels and support managers with KPIs, while adhering to GDPR and safeguarding policies.

Qualifications

• 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).

Responsibilities

• 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.

Skills

Communication skills

Telephone manner

Computer literacy

Prioritisation under pressure

Empathy & discretion

Flexibility & initiative

Teamwork & problem solving

Contact centre / urgent care exp.

Job description

Integrated Care 24 (IC24) seeks an Operational Navigator for its 60% office-based hybrid role in Ashford, Kent. The part-time weekend position involves coordinating clinical resources, managing patient pathways, and delivering telephone support to colleagues and patients within a 24/7 operation.

You will record information, dispatch calls to clinicians, monitor service levels and support managers with KPIs, while adhering to GDPR and safeguarding policies.