Job summary Make a Difference Even After Dark Become a Weekend & Overnight Call Navigator (Cornwall) Location: Cornwall 111 Integrated Urgent Care Services Shifts: Primarily Weekends & Overnights (perfect for night owls or those looking to work around other commitments) Salary: Competitive enhancements for unsociable hours Are you someone who stays calm under pressure, has a genuine passion for helping others, and is ready to be a lifeline when people need it most? Join our dynamic Care Navigation Team, where every call matters especially at night and on weekends. As demand for our services grows, so does our need for compassionate, professional, and quick-thinking individuals to join our team in delivering vital healthcare support. Whether its navigating someone to the right treatment centre or coordinating urgent home visits, you'll be at the heart of patient care often during the hours when help is needed most. Who You Are: A strong communicator with a calm, reassuring telephone manner. Adaptable, quick to learn, and tech-confident (well train you on our systems). Empathetic and ready to support people in urgent and sometimes stressful situations. Reliable and ready to commit to weekend and overnight working patterns. Ideally, you've worked in healthcare, customer service, or a similar fast-paced role. Main duties of the job What You'll Be Doing: 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 - be it a home visit, Minor Injury Unit, or treatment centre. Monitoring patient flow and call queues to keep everyone safe and cared for. Collaborating with our clinical teams and other healthcare professionals across the system. Problem solving on the fly, handling sensitive information responsibly, and keeping calm under pressure. Becoming a local service expert - knowing where to send people and how to support them quickly and confidently. Why This Role Stands Out: Weekend & Overnight Flexibility - ideal if you're looking to fit work around your lifestyle. Be the calm in someone's storm - you'll be a vital voice for patients in their time of need. Supportive team environment - work closely with clinicians and service managers. Skills for life - build experience in the NHS, call handling, care navigation, and more. No two shifts are the same - a fast-paced, fulfilling environment where you'll never be bored. About us Ready to Step Into a Role That Truly Matters? Apply today and join a service that keeps Cornwall cared for - no matter the hour. Be the voice someone needs to hear. Help us guide patients through the dark and into the care they deserve. Why work for us? Kernow Health CIC is a local organisation, owned by General Practitioners, delivering a number of NHS contracts across Cornwall where profits are reinvested back into the company to support healthcare across Cornwall. Working with us, you will benefit from: Opportunities for flexible working and annualised hours. Weekday, weekend, evening and night shifts available, with out of hours shift pay enhancements. A clear career framework with pathways for promotion and career development. Employee benefit programme through Vivup Overtime, incentives and unsocial hours pay enhancements. 6 weeks pro rata holiday entitlement (including bank holidays), with the ability to buy and sell annual leave. Being part of a local, agile and innovative team. Access to a great support network within a multi-professional team. Access to a company pension scheme, sickness, maternity and paternity pay. Access to training and continuous professional development through the Cornwall Training Hub Date posted 23 April 2025 Pay scheme Other Salary £12.21 an hour Plus enhancements dependant on working times Contract Permanent Working pattern Full-time, Part-time Reference number E0306-25-0005 Job locations Cudmore House Treliske Industrial Estate Truro Cornwall TR1 3LP Job description Job responsibilities Key Duties and Responsibilities: • To gain an in-depth knowledge of the Cornwall 111 IUCS service in order to enable efficient call handling and effective use of services across the healthcare system. • Efficiently handle all calls, using the computer system (currently Adastra) in a polite, professional and timely manner to facilitate the appropriate and timely resolution of call queries. • Liaise with colleagues within our service, patients and professionals from outside of our service to ensure queries are dealt with promptly. • Accurately record patient details and symptoms in Adastra, ensuring that all information is quality checked prior to being managed. • Dispatch home visits in order of priority and book patients into treatment centre appointments, managing the flow of patients in line with clinical priority, performance targets and quality targets. • Monitor home visits and treatment centre appointments for demand to ensure capacity does not exceed clinical ability to maintain safety in conjunction to our performance and quality targets. • Scan the triage queue on a frequent basis to identify patients who have called into the service and are eligible for care navigation to key services within the healthcare system, such as Minor Injury Units, based on experience and agreed criteria and with the support of our 111 Clinicians. • Call patients and navigate them professionally to appropriate services alongside clinicians. • Gain knowledge of local health care services and authorities along with other support available locally and be able to signpost the patient when appropriate. • Gain excellent working knowledge of the phone system and interface, including understanding the performance dashboard and other key programmes utilised within the Cornwall 111 service. • Effectively manage potential individuals with challenging behaviour using excellent communications skills and with the support of SDMs and senior management. • Liaise with and escalate to the Service Delivery Manager on a frequent basis and in a professional manner, working as a team to manage the shift effectively through highlighting clinical or operational issues. • Ensure the Adastra database system is maintained and kept up to date (amalgamations, updating special patient notes, etc.) • Assist Service Delivery Managers with team meetings, escalation and business continuity training, staff training and events when required. • Ensure compliance with all Kernow Health CIC and Cornwall 111 IUCS statutory and mandatory training requirements, policies and protocols. • Be capable of identifying patients who may need immediate attention and ensuring that the clinicians are aware of such patients. Please find attached the full job description for more details on key duties and responsibilities. Job description Job responsibilities Key Duties and Responsibilities: • To gain an in-depth knowledge of the Cornwall 111 IUCS service in order to enable efficient call handling and effective use of services across the healthcare system. • Efficiently handle all calls, using the computer system (currently Adastra) in a polite, professional and timely manner to facilitate the appropriate and timely resolution of call queries. • Liaise with colleagues within our service, patients and professionals from outside of our service to ensure queries are dealt with promptly. • Accurately record patient details and symptoms in Adastra, ensuring that all information is quality checked prior to being managed. • Dispatch home visits in order of priority and book patients into treatment centre appointments, managing the flow of patients in line with clinical priority, performance targets and quality targets. • Monitor home visits and treatment centre appointments for demand to ensure capacity does not exceed clinical ability to maintain safety in conjunction to our performance and quality targets. • Scan the triage queue on a frequent basis to identify patients who have called into the service and are eligible for care navigation to key services within the healthcare system, such as Minor Injury Units, based on experience and agreed criteria and with the support of our 111 Clinicians. • Call patients and navigate them professionally to appropriate services alongside clinicians. • Gain knowledge of local health care services and authorities along with other support available locally and be able to signpost the patient when appropriate. • Gain excellent working knowledge of the phone system and interface, including understanding the performance dashboard and other key programmes utilised within the Cornwall 111 service. • Effectively manage potential individuals with challenging behaviour using excellent communications skills and with the support of SDMs and senior management. • Liaise with and escalate to the Service Delivery Manager on a frequent basis and in a professional manner, working as a team to manage the shift effectively through highlighting clinical or operational issues. • Ensure the Adastra database system is maintained and kept up to date (amalgamations, updating special patient notes, etc.) • Assist Service Delivery Managers with team meetings, escalation and business continuity training, staff training and events when required. • Ensure compliance with all Kernow Health CIC and Cornwall 111 IUCS statutory and mandatory training requirements, policies and protocols. • Be capable of identifying patients who may need immediate attention and ensuring that the clinicians are aware of such patients. Please find attached the full job description for more details on key duties and responsibilities. Person Specification Skills and Abilities Essential Commitment to providing excellent patient care Good standard of written and verbal English Excellent verbal and written communication skills. IT competent (digital literacy) and able to demonstrate competent typing and navigation whilst speaking to patients Ability to differentiate between routine, urgent and emergency requests with support of the clinical team Ability to problem solve Geographical knowledge of Cornwall Desirable Conflict Management skills/experience Qualifications Essential GCSEs in Maths and English grade C or above Good level of literacy and numeracy Desirable Educated to A level or degree level (or equivalent) Additional Requirements Essential A criminal record check satisfactory to the organisation. Ability to travel into work for shifts without difficulty. Desirable Driving licence Experience Essential Previous call centre/customer service experience or experience of working with members of the public Desirable Evidence of experience within an NHS environment. Previous experience of dealing with high volumes of inbound calls or equivalent workload Primary, Urgent or Emergency healthcare knowledge or experience Experience of working to targets and KPIs. Experience working in an out of hours control centre Person Specification Skills and Abilities Essential Commitment to providing excellent patient care Good standard of written and verbal English Excellent verbal and written communication skills. IT competent (digital literacy) and able to demonstrate competent typing and navigation whilst speaking to patients Ability to differentiate between routine, urgent and emergency requests with support of the clinical team Ability to problem solve Geographical knowledge of Cornwall Desirable Conflict Management skills/experience Qualifications Essential GCSEs in Maths and English grade C or above Good level of literacy and numeracy Desirable Educated to A level or degree level (or equivalent) Additional Requirements Essential A criminal record check satisfactory to the organisation. Ability to travel into work for shifts without difficulty. Desirable Driving licence Experience Essential Previous call centre/customer service experience or experience of working with members of the public Desirable Evidence of experience within an NHS environment. Previous experience of dealing with high volumes of inbound calls or equivalent workload Primary, Urgent or Emergency healthcare knowledge or experience Experience of working to targets and KPIs. Experience working in an out of hours control centre Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name Kernow Health CIC Address Cudmore House Treliske Industrial Estate Truro Cornwall TR1 3LP Employer's website https://www.kernowhealthcic.org.uk (Opens in a new tab)