Client Navigator - Level I

About the role

Under supervision, with some latitude for independent initiative and judgement, performs tasks related to inquiries by the general public and facilitates the flow of clients.

Responsibilities

• Greet clients and identify services required to facilitate their flow throughout the health care setting.
• Direct clients to appropriate personnel or area.
• Monitor the entrance and lobby to facilitate client flow throughout the health care setting.
• Provide clear and accurate answers to questions regarding services provided at the health care setting.
• Maintain a directory of interpreters, departments, local transportations and community services available at the health care setting.
• Maintain wheelchair availability at all times.
• Report client concerns to the appropriate department.
• Relay information and messages to appropriate personnel.
• Maintain coverage of assigned work area at all times.
• Maintain client confidentiality.
• Maintain records.
• Distribute informational materials and surveys.
• Distribute visitor passes and answer questions regarding patients’ status in accordance with policies and procedures established by the health care setting.
• Explain policies and procedures to clients.
• Retrieve information from computer system or staff.
• File, type, use personal computers, and answer phones.
• Escort clients.
• Provide interpreting services for clients with visual, auditory or limited English proficiency needs.

Minimum Qualifications

• High school diploma or its educational equivalent, approved by a State’s Department of Education or a recognized accrediting organization.
• One (1) year of full-time customer service experience.
• Bachelor’s Degree from an accredited college or university may be substituted for one (1) year of experience.
• Successful completion of NYC Health + Hospitals customer service training program within ninety (90) days of appointment is required.