Integrated Care Navigator – Kernow Health CIC
SKILLS
FULL DESCRIPTION
Integrated Care Navigator – [Employer hidden — sign up to reveal]
Location: Cornwall 111 Control Centre (24/7 call centre environment)
Hours: Up to 18 hours per week (weekend/overnight shifts)
Salary: £13.71 per hour plus unsocial enhancements
Closing date: 20/05/2026
Main Duties of the Job
Answering urgent calls with empathy, professionalism, and efficiency. Navigating patient care with support from clinicians, sending them to the right place at the right time. Monitoring patient flow and call queues. Collaborating with clinical teams. Problem solving and handling sensitive information responsibly.
- Call Handling – Manage incoming calls to the IUCS and Acute GP Service
- Triage Queue Monitoring – Regularly assess triage queue for urgent patients
- SPOA Call Direction – Direct Single Point of Access calls under clinician instruction
- Care Navigation – Support care navigation across primary, urgent and emergency care
- Patient Contact – Contact patients to gather additional health information
- Information Recording – Accurately document patient interactions
- Home Visit Dispatch – Prioritise and dispatch home visits
- Appointment Booking – Schedule treatment centre appointments
- Capacity Monitoring – Monitor demand for home visits and appointments
- Service Knowledge – Maintain detailed knowledge of local healthcare services
- Professional Liaison – Communicate with clinicians, service managers, and external partners
- System Maintenance – Update Adastra database
- Team Support – Assist with team meetings and training
- Challenging Behaviour Management – Handle interactions with distressed individuals
- Performance Contribution – Support achievement of service KPIs
- Escalation Protocols – Recognise and escalate clinical or operational issues
- Compliance – Adhere to mandatory training and policies
- Flexibility – Adapt to changing organisational needs
- Prescriptions – Manage documentation for prescription management
About Us
[Employer hidden — sign up to reveal] is a Community Interest Company supporting General Practice and delivering Primary Care Services at scale across Cornwall. Established in 2011 by a group of Cornwall practices, we are a GP-owned provider organisation delivering several NHS contracts, including Cornwall 111 Integrated Urgent Care Service, School Immunisation Programme, Children’s Eating Disorder Service, Cornwall Primary Care Training Hub, and Special Allocation Scheme. All profits are reinvested to benefit primary care across Cornwall.
Why Join [Employer hidden — sign up to reveal]? Benefits include shift patterns with competitive unsocial hours enhancements, NHS Pension Scheme, competitive leave, employee benefit programme, and access to training.
Person Specification
Qualifications
Essential: GCSEs in Maths and English at grade C or above, good literacy and numeracy, demonstrated IT competence.
Desirable: Education to A-level (or equivalent).
Experience
Essential: Previous call centre or customer service experience, commitment to providing excellent patient care, ability to communicate empathetically.
Desirable: Experience in NHS environment, high-volume call handling, knowledge of Cornwall healthcare system, experience with targets/KPIs, conflict management training.
Application Instructions
Apply via NHS Jobs: https://beta.jobs.nhs.uk/candidate/jobadvert/E0306-26-0016. For enquiries, contact Bonnie Rowe at [Employer hidden — sign up to reveal]. Alternatively, email [Employer hidden — sign up to reveal].