Weekend Urgent Care Operations Navigator

Ic24; Norwich; Hybrid; GBP 12,000 - 14,000; Part time

Benefits offered by this job

NHS Pension

Bank Holiday pay

Annual leave

Family leave

Wellbeing benefits

EAP 24/7

Professional development

Discount platform

Blue Light Card

Job summary

IC24 in Norwich is seeking an Operational Navigator to join the Operations team for part-time weekend coverage. The role focuses on coordinating clinical resources and managing patient pathways with empathy and discretion.

You will provide telephone support to staff and patients, manage queues, dispatch calls to clinicians, and assist with performance delivery in a 24/7 hybrid operation.

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 all policies, including GDPR and safeguarding.

Skills

Communication skills

Listening skills

Telephone support

Calm under pressure

Empathy

Discretion

Initiative

Problem-solving

Job description

IC24 in Norwich is seeking an Operational Navigator to join the Operations team for part-time weekend coverage. The role focuses on coordinating clinical resources and managing patient pathways with empathy and discretion.

You will provide telephone support to staff and patients, manage queues, dispatch calls to clinicians, and assist with performance delivery in a 24/7 hybrid operation.