Patient Care Navigator

HealthOne • Toronto, ON

2d • CA$20 - CA$25 • Onsite

About The Position

HealthOne Medical & Wellness is a renowned multidisciplinary health and wellness clinic that brings together eight departments under one roof. With clinics in North York, Toronto Harbourfront, and King West (The Well), and continuing to expand with the launch of a new Toronto Metro Centre location, we deliver holistic healthcare to more patients across the GTA and beyond through our Medical, Dental, Rehab, Optometry, Wellness, Mental Health, Skin Clinic, and Pharmacy services. Our ultimate mission is to help Canadians live healthy and inspired lives, and YOU can help us achieve this.

At HealthOne, we’re all about collaboration, innovation, and inspiration. Our team members are motivated, curious, and value total wellness both at work and in their personal lives. We invest in our people, provide exciting growth opportunities, and offer an environment where you can develop your skills personally and as a professional. If you’re ready to join one of the fastest-growing holistic healthcare teams in Canada, we’d love to hear from you!

As a Patient Care Navigator, you will be part of a team that helps redefine what healthcare feels like. Your role will be essential in distinguishing the HealthOne patient journey by providing a warm, elevated, and inspiring experience that patients trust, remember, and recommend. As the heart of our patient-experience journey, you will be empowered by your leaders to embody this mission through building meaningful connections with every guest who walks through the doors.

This unique opportunity goes beyond traditional front desk responsibilities, blending hospitality-inspired service with critical medical administration. Seated at our central concierge desk, you are the first impression of our multidisciplinary centre, helping to engage, educate, guide, support, and elevate each guest’s journey. By seamlessly managing medical communication channels and operational workflows, you will act as a vital bridge—ensuring patients have easy access to care, while actively promoting our holistic approach to drive engagement across all HealthOne practices. Our ideal candidate has a heart for service, an exceptional ability to multitask in a fast-paced environment, and a natural ability to make others feel seen, heard, and cared for.

Requirements

• Guest services, medical administration, or customer-facing experience, preferably in healthcare, retail or hospitality.
• Strong communication skills and a patient-first mindset, with a highly outgoing, personable, warm, and energetic personality.
• Ability to manage high-volume communication channels (phone, email, text, fax) while maintaining a calm, welcoming physical presence.
• Enjoys engaging with and supporting patients with diverse needs.
• Highly organized, detail-oriented, and known for being adaptable, reliable, and hardworking.
• Comfortable working independently at a central desk as well as collaboratively within a fast-paced clinical team environment.
• Tech-savvy and proficient in Microsoft Office applications, including Word, Excel, and Outlook.

Nice To Haves

• Prior experience in Medical Administration, coordinating referrals, or supporting patient care.
• Post-secondary education or personal interest in health & wellness or a similar topic.
• Experience working with various electronic medical record systems.
• Training as well as experience in experiential marketing and/or sales.
• Event planning experience.

Responsibilities

• Provide exceptional customer service via excellence on our patient experience pillars: Warmth & Welcome, Anticipation & Care, Clarity & Guidance, Quality & Trust.
• Proactively seeking patient feedback via Google reviews, Patient Experience Questionnaire deployment, and post-appointment engagement.
• Develop a strong understanding of HealthOne’s services and proactively educate patients via clinic tours, service card handouts, and informational conversations.
• Identifying opportunities to improve patient experience and sharing insights and ideas with your leaders.
• Help support in the resolution of and recovery following patient complaints.
• Act as a patient acquisition and conversion engine, educating patients on HealthOne’s holistic care model to increase the "practices per patient" metric.
• Supporting internal referral management across multiple practices and ensuring seamless transitions (e.g., Medical to Rehab or Wellness).
• Managing Expression of Interest leads to support new patient acquisition.
• Supporting insurance-related inquiries and coverage checks.
• Collaborate with marketing to increase new patient acquisition and encourage internal cross-referrals.
• Daily rounds (check in with each practice throughout the day).
• Coordinating care between practices to promote a seamless and consistent patient experience.
• Becoming proficient in all practice EMRs on checking-in, scheduling, and modifying appointments to support other practices.
• Stepping in to assist the Medical practice with daily on-the-floor operations and providing agile coverage across other departments or locations as needed.
• Supporting practices in the resolution of negative Google reviews provided by Marketing.
• New staff orientation and clinic introduction.
• Operating the Central Desk as the primary hub for patient check-ins, inquiries, and immediate support.
• Taking on core Medical Administrative duties, including comprehensive patient check-in and intake completion.
• Managing inbound and outbound communication channels efficiently, including triaging the medical email inbox, managing text channels, and answering phone lines to drastically improve patient access.
• Triaging and routing incoming medical faxes to ensure timely provider review and patient follow-up.
• Clinic opening and closing duties.
• Managing daily administrative tasks with exceptional attention to detail, including coordination of mail and package distribution.
• Acting as the point of contact for property management and security.
• Monitoring and communicating central site supply needs to the Facilities Manager.
• Reporting of site maintenance needs to the Facilities Manager.
• Act as the central point of contact (service lead) for your site, escalating concerns as needed.
• Assist in the planning, coordination, and successful execution of marketing, promotional and partnership-related events and programs.
• Informing patients on practice-specific promotions, new staff, and service offerings.
• Informing staff on site-level updates (staffing, service, operational).
• Supporting site-specific culture building activities and cross-department activations.

Benefits

• Competitive hourly rate.
• Team member discount program on all services & products offered at HealthOne (Dental, Optometry, Skin Care, Massage, Psychotherapy, etc.).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed