Client Navigator - Level I

NYC Health + Hospitals; New York (NY); On-site; USD 45,000 - 60,000; Full time

Job summary

Elmhurst Hospital Center, part of NYC Health + Hospitals, seeks a front-line Customer Service Specialist to assist visitors and patients, explain policies, and help manage client flow through the health care setting.

Under supervision, you greet clients, direct them to services, maintain confidentiality, and provide information about programs. Requirements: high school diploma and one year of customer service experience; a bachelor’s degree may substitute for one year.

Qualifications

• High school diploma or equivalent required.
• One year of full-time customer service experience required.
• Bachelor’s degree may substitute for one year of experience; NYC Health + Hospitals training may be required within 90 days.

Responsibilities

• Greets clients and identifies services required to facilitate their flow.
• Directs clients to appropriate personnel or area.
• Monitors entrance and lobby to facilitate client flow.
• Provides clear and accurate answers regarding services.
• Maintains records and confidentiality.
• May provide interpreting services for clients with limited English proficiency needs.

Skills

Customer service

Communication

Interpersonal skills

Education

High school diploma or equivalent

Bachelor’s Degree substituted for one year of experience

Job description

Marketing Statement

Elmhurst Hospital Center (EHC) is the major tertiary care provider in the borough of Queens. The hospital is comprised of 545 beds and is a Level I Trauma Center, an Emergency Heart Care Station and a 911 Receiving Hospital. It is the premiere health care organization for key areas such as Surgery, Cardiology, Women's Health, Pediatrics, Rehabilitation Medicine, Renal and Mental Health Services.

Marketing Statement

Elmhurst Hospital Center (EHC) is the major tertiary care provider in the borough of Queens. The hospital is comprised of 545 beds and is a Level I Trauma Center, an Emergency Heart Care Station and a 911 Receiving Hospital. It is the premiere health care organization for key areas such as Surgery, Cardiology, Women's Health, Pediatrics, Rehabilitation Medicine, Renal and Mental Health Services. At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Duties & Responsibilities

Purpose of Position

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.

Examples Of Typical Tasks

• 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.

Minimum Qualifications

• High school diploma or its educational equivalent, approved by a State’s Department of Education or a recognized accrediting organization; and
• 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. However, successful completion of NYC Health + Hospitals customer service training program within ninety (90) days of appointment is required.