Urgent Care Operations Navigator

Integrated Care 24 Ltd; Norwich; On-site; GBP 15,000 - 21,000; Part time

Benefits offered by this job

NHS Pension Scheme

Enhanced Bank Holiday rates

Additional annual leave

Enhanced family leave

Employee Assistance Programme

Blue Light Card access

Discount platform

Job summary

Integrated Care 24 (IC24) seeks an Operational Navigator for a weekends-only, part-time role in Norwich. You will coordinate clinical resources, manage patient pathways, and provide professional telephone support to colleagues and patients.

Responsibilities include dispatching calls to clinicians, recording information, and monitoring service levels while adhering to GDPR and safeguarding policies. Up to 15 hours per week, NHS Pension eligibility, enhanced leave, and support programs are offered.

Qualifications

• Strong communication and listening skills.
• Confident, calm telephone manner.
• Computer literate and quick to learn new systems.
• Able to prioritise and stay calm under pressure.

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 GDPR and safeguarding policies.

Skills

Communication skills

Telephone manner

Computer literacy

Prioritisation

Empathy

Initiative

Teamwork

Customer service experience

Job description

Integrated Care 24 (IC24) seeks an Operational Navigator for a weekends-only, part-time role in Norwich. You will coordinate clinical resources, manage patient pathways, and provide professional telephone support to colleagues and patients.

Responsibilities include dispatching calls to clinicians, recording information, and monitoring service levels while adhering to GDPR and safeguarding policies. Up to 15 hours per week, NHS Pension eligibility, enhanced leave, and support programs are offered.