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 and tasks include:
1. 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.
2. Coordinate patient-centered care with empathy, patience, and diplomacy.
3. Apply skills and techniques to resolve conflict and reduce distress, anger, and frustration.
4. Identify people at risk and potentially vulnerable individuals, highlighting this in line with local protocols.
5. Ensure clinician appointments are utilized efficiently and appropriately.
6. Develop internal and external working relationships, liaising with a wide range of professionals to maximize patient care.
7. Manage and prioritize queries from multiple sources.
8. Manage paper and electronic mail and correspondence, prioritizing and coordinating as needed.
9. Maintain a full and contemporaneous record using the clinical system to inform patient care.
10. Interpret actions from clinicians and communicate messages to patients, representatives, and colleagues using various methods (phone, face-to-face, IT), with an understanding of clinical terminology.
11. Manage repeat prescription requests according to Practice protocols.
12. Summarize new patient records in accordance with Practice protocols.
13. Participate actively in practice multidisciplinary meetings, taking notes/minutes when requested.
14. Accurately enter data into clinical databases.
15. Maintain spreadsheets and other data collection tools for practice monitoring, planning, and development.
16. Process and manage private work, including receipt of cash and generation of invoices, following local and NHS Highland policies.
17. Maintain stock; identify and order practice supplies.
18. Participate in training and identify development opportunities.
19. Assist with training of colleagues where required.
20. Support and help other team members.
21. Review, update, and develop office protocols.
22. Provide general administrative support to the clinical team as needed.
23. Be aware of and comply with NHS Highland H&S policies, ensuring safe working practices.
24. Ensure confidentiality and security of information in line with NHS policy and GDPR.
25. Be sensitive to equality, diversity, and inclusion, working in accordance with NHS policies.
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