Flow Navigator

Role overview

The Flow Centre is a newly developed service within Aneurin Bevan University Health Board designed to help patients reach the right care setting as quickly and appropriately as possible. It acts as a key first point of contact for healthcare access across the ABUHB area, handling referrals from primary care, the Welsh Ambulance Service Trust (WAST) and other referring organisations, as well as managing internal patient transfers between sites.

After training and assessment, the successful candidate will work with doctors and nurses to guide patients to the most suitable healthcare location. This is a round-the-clock service operating every day of the year, so flexibility may be needed to meet service demand.

What the role involves

The Flow Navigator will be responsible for handling incoming calls from GPs, WAST paramedics and other healthcare professionals, then helping direct patients to the most appropriate service or setting on the first contact. This position suits someone who has worked in a call-centre style environment and has some background in healthcare.

The team is looking for someone who is motivated, adaptable and keen to continue learning. In return, the Flow Centre provides a thorough training programme and ongoing development opportunities. A range of shift patterns is available across the current vacancies.

Skills and experience

Applicants should be able to demonstrate the abilities needed to work in a busy, changing environment. Strong IT capability, calmness under pressure, good communication and customer service skills are important, along with experience using databases and Microsoft Office tools. Knowledge of medical terminology, clinical conditions, Flow Centre processes and internal patient transfer routes is helpful.

Workplace and organisation

Aneurin Bevan University Health Board is a large NHS employer serving a population of 650,000 and employing more than 16,000 staff. The organisation offers integrated acute, primary and community care, along with a strong focus on career growth, flexible working, wellbeing and professional development. Staff benefit from paid mandatory training, in-house learning, recognised qualifications, management development pathways and occupational health support.

Additional information

The Health Board welcomes applications from people with protected characteristics, including disabled and neurodiverse candidates, and members of the Armed Forces Community. Applications may be submitted in Welsh, and Welsh-language applications will be treated equally.

If you need reasonable adjustments or support during the application or interview process, you are encouraged to discuss this directly with the hiring manager named in the advert. You do not need to share personal or medical details; simply explain what support would help you participate fully. If you need documents in large print, braille or another format, you may contact the recruiting manager or the recruitment team on 01495 745805 option 3, or email [email protected].

If shortlisted, communication will be sent to the email address used for the application, so it should be checked regularly. Successful candidates will receive their conditional offer and information pack by email. The vacancy may close early, and it may also be withdrawn if filled through internal redeployment.

The organisation supports flexible working. All ABUHB sites are smoke-free by law, and smoking is not permitted for staff, contractors, patients or visitors. Support to stop smoking is available through the Help Me Quit team.

The Band 3 pay scale has been adjusted as part of the NHS Agenda for Change pay award for 2026/2027. The change will take effect in August 2026 and will be backdated to 1 April 2026 where applicable.

The ability to speak Welsh is desirable, although English and Welsh speakers are both welcome to apply.

Shift and service details

This is a 24-hour service operating 365 days per year. Multiple vacancies are available, each covering different shift patterns. Flexibility to work according to service needs may be required.

Experience and qualifications

Applicants should have administrative knowledge and experience equivalent to Vocational Level 3, including non-routine procedures such as responding to queries, following up progress and solving task-related issues. Experience with customer service, team working, Microsoft Word, Excel, PowerPoint, Outlook and database systems is expected. Call-centre experience, healthcare experience in A&E, MAU, SAU or WAST environments, and knowledge of medical terminology are advantageous.