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Care Navigator

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NHS Scotland

10d ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • People, HR & Administration
    Healthcare

AI generated summary

  • You must manage patient inquiries, coordinate care, resolve conflicts, maintain records, support colleagues, and ensure compliance with protocols while promoting inclusion and safety.
  • You will manage patient enquiries, coordinate care, resolve conflicts, collaborate with professionals, handle records and prescriptions, assist training, and ensure compliance with policies.

Requirements

  • 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.
  • 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.

Responsibilities

  • 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.

FAQs

What is the role of a Care Navigator?

The Care Navigator serves as the first point of contact for patients and their representatives, managing enquiries, coordinating patient-centered care, and liaising with various professionals to ensure efficient patient care.

Where will the Care Navigator be required to work?

The Care Navigator will be required to cover both practice sites at Alness and Invergordon.

What are the primary responsibilities of the Care Navigator?

Responsibilities include managing patient enquiries, coordinating care, resolving conflicts, prioritizing appointments, maintaining records, and assisting with administrative tasks.

Is experience in healthcare required for this position?

While specific experience requirements aren't detailed, familiarity with clinical terminology and working with a multi-disciplinary team would be beneficial.

What skills are essential for a Care Navigator?

Essential skills include triage and sign-posting abilities, conflict resolution, empathy, effective communication, data entry, and the ability to develop internal and external relationships.

Are there opportunities for training and development?

Yes, the position encourages participation in training and identifying development opportunities, as well as assisting in training other colleagues.

What are the hours of work for this position?

The full-time working week is being reduced from 37.5 to 37 hours per week from April 1, 2024, but temporary adjustments may be required based on service needs until new rosters are implemented.

How should I apply for this position?

Applications should be completed through the Jobtrain application process, and CVs should not be uploaded as they will not be used for shortlisting purposes.

Is there a focus on diversity and inclusion in the recruitment process?

Yes, NHS Scotland is committed to encouraging equality and diversity within the workforce and welcomes applications from all sections of society.

What should I do if I experience issues with the application process?

You can contact the Jobtrain Candidate Support Hub for advice and support if you encounter any system issues during the application process.

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NHS Scotland

Science & Healthcare
Industry
10,001+
Employees
1948
Founded Year

Mission & Purpose

Their mission is to provide healthcare services that are accessible to all residents of Scotland, promoting health and wellbeing while delivering high-quality care. Their purpose encompasses delivering comprehensive healthcare services, from primary care to specialized treatments, with a focus on improving health outcomes and ensuring equitable access to healthcare for all Scottish residents. They also emphasize public health initiatives and disease prevention strategies to enhance the overall health of the population.