Operational Navigator

Job summary

Package

Description:

* Part-time Weekends only opportunity
* The Role We're looking for an Operational Navigator to join our dynamic Operations team. This is a pivotal role at the heart of our urgent care service, ensuring patients receive the right support at the right time by coordinating clinical resources and managing patient pathways efficiently. This is a fantastic opportunity to join a highly experienced team where you will demonstrate empathy, tact, and discretion in delivering high-quality patient care.

You will provide professional and courteous telephone support to clinical and non-clinical colleagues, navigating patient requirements efficiently and accurately. You will manage patient queues, support call distribution, liaise directly with patients when needed, and maintain high visibility of available clinical resources. What you'll be doing 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 aMain duties of the jobWe're looking for an Operational Navigator to join our dynamic Operations team s role is pivotal in our urgent care service, ensuring patients receive the support they need by coordinating clinical resources and managing patient pathways.

You will join a highly experienced team, demonstrating empathy, tact, and discretion in delivering high-quality care. Your responsibilities include providing telephone support to colleagues and patients, accurately recording information, managing patient queues, and dispatching calls to clinicians. Additionally, you will make comfort calls, handle urgent callbacks, support service managers, monitor service levels, share operational updates, and adhere to policies like GDPR and safeguarding.

Key qualities for this role include strong communication skills, a calm telephone manner, computer literacy, and the ability to stay calm and prioritize under pressure. Experience in a contact centre or urgent care is desirable.

About us We are Integrated Care 24 (IC24), a leading not-for-profit Social Enterprise dedicated to providing innovative, patient-focused primary care services. Our mission is to improve access to health and social care for patients while reducing the demand on secondary care services. With our comprehensive range of healthcare provisions, IC24 serves over 6 million patients across various services including GP-led out-of-hours services, NHS 111, and primary and secondary care support.

Our values are rooted in creating an inclusive environment, encouraging brave ideas, and ensuring everyone feels they belong. We are committed to equal opportunities, actively encouraging applications from diverse and under-represented groups to foster a rich and supportive working environment.

Details Date posted
05 October 2026

Pay scheme

Other Salary
12.71 an hour

Contract Permanent Working  pattern

Full-time

Reference number

Job locationsIC
24

NorwichNR7 0WF
United Kingdom Job description

Job responsibilities

Package

Description:

Package Description
* Part-time Weekends only opportunity
* The Role We're looking for an Operational Navigator to join our dynamic Operations team. This is a pivotal role at the heart of our urgent care service, ensuring patients receive the right support at the right time by coordinating clinical resources and managing patient pathways efficiently.

This is a fantastic opportunity to join a highly experienced team where you will demonstrate empathy, tact, and discretion in delivering high-quality patient care. You will provide professional and courteous telephone support to clinical and non-clinical colleagues, navigating patient requirements efficiently and accurately. You will manage patient queues, support call distribution, liaise directly with patients when needed, and maintain high visibility of available clinical resources.

What you'll be doing

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…