Job summaryPart-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.Main duties of the jobAs an Operational Navigator at IC24, you will play a central role in our Operations team, focusing on urgent care services. Your responsibilities include coordinating clinical resources, managing patient pathways, providing telephone support, and liaising with both clinical and non-clinical colleagues. You will manage patient queues, dispatch calls to clinicians, make comfort calls, and handle urgent call-backs. The role demands empathy, tact, discretion, and strong communication skills to deliver high-quality patient care. You will also support service managers with performance, KPI delivery, and monitor service levels to adapt to fluctuating demand while following all policies, including GDPR and safeguarding.About usIntegrated Care 24 (IC24) is a leading not for profit Social Enterprise aimed at improving access to health and social care and reducing the demand on secondary care services. IC24 serves over 6 million patients, offering services such as GP led out-of-hours services, NHS 111, primary care, and secondary care support. The organisation is dedicated to providing equal opportunities and creating an inclusive environment. IC24 values diverse communities, including ethnic minorities, LGBTQ+, neurodiverse individuals, and is committed to safeguarding and promoting the welfare of its service users and employees.DetailsDate posted05 October 2026Pay schemeOtherSalary
12.71 an hour
ContractPermanentWorking pattern
Full-time
Reference number Job locationsIC24IpswichIP3 9FHUnited KingdomJob descriptionJob responsibilitiesPackage Description: *Part-time Weekends only opportunity*The RoleWe'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 doingProviding 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.What were looking forStrong 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)Who are we?We are Integrated Care 24 (IC24), the leading not for profit Social Enterprise providing innovative and patient focused primary care services. IC24 is committed to improving access to health and social care for our patients and reducing the demand on secondary care services. IC24 provides services to over 6 million patients, including GP led out-of-hours services, NHS 111, primary care and secondary care support services.Location- Ipswich (Hybrid - 60% Office Based)Hours Available - up to 18 hours per week, covering a 24/7 operationWhats in it for you:-Hourly pay of 12.71 (plus OOH enhancements)Opportunity to join the NHS Pension SchemeEnhanced
Operational Navigator in Ipswich 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.
