Urgent Care Operations Navigator

Integrated Care 24; Town of Ashford (NY); Hybride; USD 19 000 - 27 000; Plein temps

Avantages offerts par ce poste

NHS Pension Scheme

Enhanced Bank Holiday rates

Additional annual leave above statute

Enhanced family leave

Employee Assistance Programme

Discount platform membership

Blue Light Card access

Résumé du poste

Integrated Care 24 is seeking an Operational Navigator to join our urgent care-focused Operations team. You will coordinate clinical resources, manage patient pathways, and provide courteous telephone support to colleagues and patients to ensure timely access to care.

You will dispatch calls, monitor queues, and work with managers to deliver KPI targets while adhering to GDPR and safeguarding policies. This is a 37.5-hour hybrid role across UK locations.

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).

Responsabilités

• 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.

Connaissances

Strong communication

Calm telephone manner

Computer literacy

Prioritisation under pressure

Empathetic and discreet

Initiative and flexibility

Team-focused problem solving

Contact centre/urgent care experience

Description du poste

Integrated Care 24 is seeking an Operational Navigator to join our urgent care-focused Operations team. You will coordinate clinical resources, manage patient pathways, and provide courteous telephone support to colleagues and patients to ensure timely access to care.

You will dispatch calls, monitor queues, and work with managers to deliver KPI targets while adhering to GDPR and safeguarding policies. This is a 37.5-hour hybrid role across UK locations.