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. Primary duties include interaction with clients, providing information, and explaining applicable rules, regulations, policies and procedures. Performs related tasks.

Responsibilities

• Greets clients and identifies services required to facilitate their flow throughout the health care setting
• Directs clients to appropriate personnel or area
• Monitors the entrance and lobby to facilitate client flow throughout the health care setting
• Provides clear and accurate answers to questions regarding services provided at the health care setting
• Maintains a directory of interpreters, departments, local transportations and community services available at the health care setting
• Maintains wheel chair availability at all times
• Reports client concerns to the appropriate department
• Relays information and messages to appropriate personnel
• Maintains coverage of assigned work area at all times
• Maintains client confidentiality
• Maintains records
• Distributes informational materials and surveys
• May distribute visitor passes and answer questions regarding patients' status in accordance with policies and procedures established by the health care setting
• May explain policies and procedures to clients
• May retrieve information from computer system or staff
• May file, type, use personnel computers, and answer phones
• May escort clients
• May provide interpreting services for clients with visual, auditory or limited English proficiency needs

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