Urgent Care Operations Navigator

Ic24 Ltd; South Willesborough; Hybrid; GBP 15,154,000 - 19,286,000; 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

Blue Light Card access

NHS Discount Schemes

Job summary

Integrated Care 24 (IC24) invites applications for an Operational Navigator to join our 24/7 urgent care operations. You will provide friendly telephone support to clinicians, patients, and colleagues, manage queues, and dispatch calls to regional teams.

You’ll monitor service levels, share updates, and uphold GDPR and safeguarding standards. The role emphasizes empathy, discretion, and calm communication under pressure, with part-time hours up to 18 per week in a 24/7 operation.

Qualifications

• 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 demand.
• Share operational updates with relevant teams.
• Follow GDPR and safeguarding policies.

Responsibilities

• Provide 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)

Skills

Communication skills

Telephone etiquette

Computer literacy

Prioritisation under pressure

Empathy and discretion

Team collaboration

Desirable: urgent care experience

Job description

Integrated Care 24 (IC24) invites applications for an Operational Navigator to join our 24/7 urgent care operations. You will provide friendly telephone support to clinicians, patients, and colleagues, manage queues, and dispatch calls to regional teams.

You’ll monitor service levels, share updates, and uphold GDPR and safeguarding standards. The role emphasizes empathy, discretion, and calm communication under pressure, with part-time hours up to 18 per week in a 24/7 operation.