Overview
In this role you enable efficient urgent care delivery by coordinating clinical resources and guiding patient pathways. You will work within the Operations team to ensure timely support and high-quality patient care, communicating empathetically with colleagues and patients. You’ll manage queues, support call distribution, and stay sighted on resource availability to optimise service delivery. The position offers exposure to KPI delivery, cross-team collaboration, and a meaningful impact on patient access to care.
Pay / Benefits
- NHS Pension Scheme
- Enhanced Bank Holiday rates
- Additional annual leave
- Enhanced family leave
- Inclusive wellbeing benefits
- Employee Assistance Programme including 24/7 counselling
Responsibilities
- 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 fluctuating demand
- Share operational updates with relevant teams
- Follow policies including GDPR and safeguarding
Key requirements
- GCSE English & Maths (or equivalent)
- Strong communication and listening skills
- Confident, calm telephone manner
- Computer literate and quick to learn new systems
- Ability to prioritise and work under pressure with 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)
- Strong communication
- Calm under pressure
- Empathy and tact
- Computer literacy
- Experience using new systems (rapid adaptation)
- GDPR and safeguarding awareness
Operational Navigator in Ashford employer: National Health Service
Betsi Cadwaladr University Health Board is an exceptional employer, offering a supportive and collaborative work environment for healthcare professionals in North Wales. With a commitment to employee development and a focus on compassionate care, staff have access to continuous professional development opportunities and the chance to make a meaningful impact in both acute and community paediatrics. The Health Board's integrated approach ensures that employees are part of a dynamic team dedicated to improving health outcomes for the local population.
