Overview
The Site Navigator serves as the primary front-of-house operational presence within Central Health clinical facilities. This role focuses on patient wayfinding, navigation of system services, and visible operational support at the point of entry. The Site Navigator enhances patient experience, reduces uncertainty, and supports smooth clinical flow by guiding individuals through facility processes and connecting them to appropriate services. The role maintains situational awareness of lobby activity, traffic flow, and patient needs while reinforcing a welcoming and professional environment.
Responsibilities
Essential Functions
- 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 emerging front-of-house issues (wait time bottlenecks, signage confusion, lobby congestion) to Support Operations leadership.
- Serve as an operational liaison between clinical teams, Support Operations, Safety, and Facilities Management when needed.
- 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 to appropriate leadership, security, or Facilities Management.
- Follow established facility emergency protocols and assist with directing patients and visitors during emergency events (e.g., fire alarms, severe weather, security alerts) in coordination with clinical and safety teams.
- Support orderly communication and redirection of foot traffic during operational disruptions to help maintain a calm and safe environment.
Knowledge, Skills and Abilities:
- 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 (as applicable to service population).
Qualifications
Minimum Education:
- High School Diploma or equivalent (higher degree accepted)
Preferred Experience:
- 1 year Customer service, hospitality, healthcare navigation, or public-facing roles preferred.
