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About the Role
The Site Navigator serves as the primary front-of-house operational presence within Central Health clinical facilities, focusing on patient wayfinding, navigation of system services, and visible operational support at the point of entry to enhance patient experience and support smooth clinical flow.
Responsibilities
- Serve as a visible front-of-house presence within assigned clinical facility.
- Greet and assist patients and visitors in navigating the building and locating services.
- Provide clear direction to clinics, labs, check-in desks, specialty services, and partner programs.
- Support individuals with mobility, language, or system navigation challenges.
- Monitor lobby and public areas to proactively assist patients who may need guidance or additional support.
- Explain Central Health system services at a high level and direct individuals to appropriate departments.
- Connect patients to registration, eligibility, financial assistance, and community resources as appropriate.
- Support daily clinical flow by reducing congestion and redirecting traffic as needed.
- Communicate front-of-house issues to Support Operations leadership.
- Serve as an operational liaison between clinical teams, Support Operations, Safety, and Facilities Management.
- Maintain awareness of patient flow patterns and peak traffic times.
- Identify operational friction points affecting patient experience and communicate improvement opportunities.
- Escalate complex concerns to appropriate clinical or administrative leadership.
- Model professionalism, calm presence, and service excellence at all times.
- Maintain situational awareness of lobby and public areas and promptly report safety concerns.
- Follow established facility emergency protocols and assist with directing patients and visitors during emergency events.
- Support orderly communication and redirection of foot traffic during operational disruptions.
Requirements
- High School Diploma or equivalent (higher degree accepted)
- 1 year Customer service, hospitality, healthcare navigation, or public-facing roles preferred.
Skills
- Strong interpersonal and communication skills.
- Ability to remain calm and professional in fast-paced clinical environments.
- Situational awareness and proactive problem-solving capability.
- Ability to support individuals from diverse backgrounds with professionalism and empathy.
- Bilingual capability preferred.
Education Level
- High School Diploma or equivalent