Client Navigator - Level II

About the role

Under general direction, with latitude for independent initiative and judgement, plans and directs the day-today operations of the client navigator environment. Interacts with clients, providing information, and explains applicable rules, regulations, policies and procedures. Performs related tasks.

Responsibilities

• Supervises, plans, coordinates, monitors and trains staff.
• Troubleshoots concerns with clients, traffic flows and computers.
• Prepares reports, analyzes data and recommends changes to enhance client relations and flow of traffic within the health care setting.
• Assists in the development and distribution of informational materials.
• Maintains listings of events, meetings and workshops.
• 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.
• May be responsible for updating the Admission, Discharge and Transfer (ADT) Report and the Alpha-InHouse Census.
• May review client information for accuracy.
• May collect, evaluate and prepare reports.
• May distribute visitor passes and answer questions regarding patients' status in accordance with policies and procedures established by the health care setting.

Qualifications

• Bachelor's Degree from an accredited college or university; and one (1) year of supervisory/administrative experience; or
• High school diploma or its educational equivalent, approved by a State's Department of Education or a recognized accrediting organization; and two (2) years of full-time customer service experience, including one (1) year of supervisory/administrative experience.