Client Navigator - Lvl I

NYC Health + Hospitals; New York (NY); On-site; USD 38,000 - 48,000; Full time

Job summary

Lincoln Medical and Mental Health Center in Downtown Bronx, part of NYC Health + Hospitals, seeks a customer service–oriented associate to guide clients through the health care setting. Under supervision, you greet visitors, provide information, direct them to the right departments, monitor entrances, and maintain client confidentiality and records to support smooth patient flow.

Experience in frontline service is valued; training is provided within 90 days to qualify for the hospital’s customer

Qualifications

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

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 records and client confidentiality.

Education

High school diploma or equivalent

Bachelor’s Degree substitute for one year experience

Job description

Marketing Statement

Lincoln Medical and Mental Health Center is one of New York City’s premier acute care hospitals. Located in Downtown Bronx, Lincoln is a teaching hospital renowned for its Centers of Excellence, and a recognized industry leader in the implementation of state-of-the art medical technology and best practices. Our team of highly trained and caring medical professionals is dedicated to providing the highest quality health care that is safe, compassionate, culturally competent and patient-centered. Comprehensive services are offered in three major primary care areas: Medicine, Pediatrics, and Women’s Health in addition to more than eighty (80) specialty services. At Lincoln, the safety and comfort of our patients is our number one priority.

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.