The post is integral to the multi-disciplinary teams working at the practice. The individual/s will be required to cover the practice at both sites (Alness and Invergordon). The care navigator is the first point of contact for patients, patient representatives and internal and external colleagues. Duties:
* Proactively manage enquiries from patients and their representatives, using triage and sign-posting skills to ensure patients are directed to the most appropriate professional in a timely manner.
* Co-ordinate patient centred care with empathy, patience and diplomacy.
* Apply skills and techniques to resolve conflict and reduce distress and anger.
* Identify people at risk and potentially vulnerable and highlight this in line with local protocols.
* Ensure clinician appointments are utilised efficiently and appropriately.
* Develop internal and external working relationships, liaising with a wide range of professionals to ensure patient care is maximised.
* Manage and prioritise queries from multiple sources.
* Manage paper and electronic mail and correspondence, prioritising and co-ordinating where required.
* Using the clinical system; maintain a full and contemporaneous record to inform patient care.
* With an understanding of clinical terminology; interpret actions from clinicians and communicate messages to patients/representatives and colleagues using a variety of methods (phone, face to face, IT).
* Manage repeat prescription requests in accordance with Practice protocols.
* Summarise new patient records in accordance with Practice protocols.
* Actively participate in practice multi-disciplinary meetings, taking notes/minutes when requested.
* Accurate data entry to clinical databases.
* Maintain spreadsheets and other data collection tools for practice monitoring, planning and development purposes.
* Process and manage private work, including the receipt of cash and generation of invoices in accordance with local and NHS Highland policy.
* Maintain stock; identify and order practice supplies.
* Participate in training and identify development opportunities.
* Assist with training of other colleagues where required.
* Support and help other team members.
* Review, update and develop office protocols.
* Provide other general administrative support to the clinical team as required.
* Be aware of and comply with NHS Highland H&S policy, and ensure safe working practices.
* Ensure confidentiality and security of information is maintained in line with NHS policy and GDPR.
* Be sensitive to equality, diversity and inclusion, working in attendance with NHS policy.
Informal enquiries to Craig Dodd - craig.dodd@nhs.scot
NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.
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