Client Navigator - Lvl I

About the Role

Under supervision, with some latitude for independent initiative and judgement, this position performs tasks related to inquiries by the general public and facilitates the flow of clients within NYC Health + Hospitals/North Central Bronx (NCB), a 215-bed community hospital specializing in women’s and children’s services, as well as behavioral health acute and ambulatory care.

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.
• Provides clear and accurate answers to questions regarding services provided at the health care setting.
• Maintains a directory of interpreters, departments, local transportation, and community services available at the health care setting.
• Maintains wheelchair 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.
• May explain policies and procedures to clients.
• May retrieve information from computer system or staff.
• May file, type, use personal computers, and answer phones.
• May escort clients.
• May provide interpreting services for clients with visual, auditory, or limited English proficiency needs.

Requirements

• 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 substitute for one (1) year of experience.
• Successful completion of NYC Health + Hospitals customer service training program within ninety (90) days of appointment is required.