Integrated Care Navigator – Kernow Health CIC
SKILLS
FULL DESCRIPTION
Integrated Care Navigator – [Employer hidden — sign up to reveal]
Hours: Up to 18 hours per week
Salary: £13.71 per hour plus unsocial enhancements
Closing date: 20/05/2026
Location: Cornwall 111 Control Centre (24/7 call centre environment)
Contract: Permanent
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. Becoming a local service expert.
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.
Job description
The Care Navigator plays a crucial role in supporting the delivery of safe, timely, and effective patient care within the Cornwall 111 Integrated Urgent Care Service. Key duties include call handling, triage queue monitoring, SPOA call direction, care navigation, patient contact, information recording, documentation handling, clinical care navigation, home visit dispatch, appointment booking, capacity monitoring, service knowledge maintenance, professional liaison, system maintenance, team support, challenging behaviour management, performance contribution, escalation protocols, compliance, flexibility, and prescription management.
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.
Experience
Essential: Previous call centre or customer service experience, commitment to providing excellent patient care. Desirable: NHS experience, high volume call handling, knowledge of Cornwall's healthcare system, experience working to targets, training in conflict management.
To apply for this job please contact: Bonnie Rowe (Performance Lead) at [Employer hidden — sign up to reveal], [contact hidden]. Alternatively, apply via NHS Jobs: https://beta.jobs.nhs.uk/candidate/jobadvert/E0306-26-0016.