Weekend Operations Navigator: Calm Calls & Patient Flow

CLEO Systems 24 Ltd; Norwich; Hybrid; GBP 15.000 - 21.000; Teilzeit

Benefits dieser Stelle

NHS Pension Scheme

OOH enhancements

Enhanced Bank Holiday rates

Additional annual leave

Enhanced family leave

Zusammenfassung

IC24 in Norwich is seeking an Operational Navigator to join the busy Operations team on a part-time weekends basis. The role focuses on coordinating clinical resources, managing patient pathways, and delivering high-quality patient care with empathy and discretion.

You will provide professional telephone support to colleagues and patients, record information accurately, dispatch calls to clinicians, and monitor service levels while adhering to GDPR and safeguarding policies.

Qualifikationen

• 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)

Aufgaben

• 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.

Kenntnisse

Strong communication

Listening skills

Calm telephone manner

Computer literate

Prioritise under pressure

Empathetic discreet

Flexible self-motivated

Team-focused

Problem solving

Contact centre experience

Jobbeschreibung

IC24 in Norwich is seeking an Operational Navigator to join the busy Operations team on a part-time weekends basis. The role focuses on coordinating clinical resources, managing patient pathways, and delivering high-quality patient care with empathy and discretion.

You will provide professional telephone support to colleagues and patients, record information accurately, dispatch calls to clinicians, and monitor service levels while adhering to GDPR and safeguarding policies.