Client Experience Navigator

GMHC•New York, NY

just now•Onsite

About The Position

The Part-Time Client Experience Navigator (Navigator) will greet and welcome everyone who comes to GMHC. The Navigator will have exceptional conflict resolution skills, a calm demeanor, and meet GMHC clients with dignity and respect. The Navigator specifically assists GMHC current or potential clients in navigating to various GMHC services and performs receptionist services.

Requirements

Ability to work with a diverse group of people.
Ability to calmly triage / de-escalate and diffuse situations.
Ability to thoroughly file an incident report.
Excellent communication skills.
Punctual and reliable.
Dress appropriately and presentable for an office environment.
High school diploma or equivalent required.

Nice To Haves

Bilingual in English / Spanish preferred.
Previous experience in working in social services, LGBTQAI+, and/or HIV/AIDS environment(s).
Familiarity with Microsoft Office (Outlook, Word, Teams) preferred.
Coursework or experience in Human Services, Social Work, Public Health, or a related field preferred.
Relevant trainings or certifications in customer service, conflict resolution, de-escalation, or crisis intervention are a plus.

Responsibilities

Greet clients, visitors, and staff in a welcoming, professional, and supportive manner upon arrival.
Create a supportive experience by assisting clients and visitors in navigating GMHC programs.
Provide clear directions and information about program services, schedules, and locations.
Monitor client flow within the facility to ensure timely arrival to appointments and minimize confusion or delays.
Serve as back-up support to the reception desk, including answering phones, checking clients in, verifying appointment schedules and communicating with staff regarding client arrival.
Maintain awareness of daily schedules and appointments to effectively assist clients and staff.
Communicate respectfully and effectively with clients, families, visitors and staff.
Support in triaging and de-escalating situations.
Always uphold confidentiality, safety, and program policies.
Assist with administrative duties as assigned to support program operations.
Personable, approachable, welcoming, sensitive & tactful in dealing with the GMHC community & our tenants.