Patient Navigator

Aizer Health•Monroe, NY

10d•Onsite

About The Position

As a Patient Navigator at Aizer, you will be the first point of contact for patients entering our facility, setting the tone for a positive and seamless healthcare experience. You will play a critical role in ensuring patients are welcomed, informed, and efficiently guided through the check-in and visit process. This position is ideal for someone personable, highly organized, detail-oriented, and thrives in a fast-paced, patient-facing environment. Patient Reception & Check-In: Warmly greet all patients upon arrival, creating a welcoming and professional first impression. Check in patients using Aizer’s EMR System (eClinicalWorks), updating visit status and changing patient status to green to signify arrival. Verify patient identification and appointment details, ensuring accuracy in the EMR system. Collect and update any necessary patient documentation, insurance details, or forms. Patient Flow Management: Direct patients to the appropriate department, provider, or waiting area based on their visit type and scheduled services. Proactively monitor patient wait times and communicate with clinical staff to minimize delays. Anticipate and resolve flow disruptions, escalating issues to the appropriate personnel when needed. Kiosk & Technology Oversight: Manage and maintain the functionality of self-service check-in kiosks and display screens. Assist patients with navigating the kiosk system, troubleshooting technical issues, and ensuring accurate information input. Monitor and report any recurring technical issues to the appropriate IT or operations team. Lobby Experience & Environmental Oversight: Maintain a clean, organized, and calming reception area that reflects Aizer’s standards of care and professionalism. Monitor lobby activity to ensure patients are directed appropriately and that the space remains welcoming and comfortable. Refill literature, sanitizing stations, and other lobby materials as needed. Patient Communication: Respond to patient questions and concerns in a professional, clear, and compassionate manner—whether in person, by phone, or via internal systems. Provide accurate information about wait times, appointment procedures, or directions within the facility. Handle sensitive situations (such as delays or scheduling issues) with empathy and solution-oriented thinking. Provider & Staff Collaboration: Maintain real-time communication with medical assistants, nurses, and providers to coordinate patient movement and alert them of arrivals or schedule changes. Serve as a liaison between the front desk and clinical teams to promote efficiency and teamwork throughout the patient journey.

Requirements

Personable: A friendly and approachable demeanor with excellent interpersonal skills.
Ability to anticipate patient needs and address them efficiently.
Organized: Ability to manage multiple tasks and maintain a smooth workflow in a busy environment.
Ensures accuracy in patient status.
Tech-Savvy: Comfortable using electronic systems such as electronic health systems and managing check-in kiosks.
Calm Under Pressure: Maintains composure in a fast-paced environment and ensures that patients feel supported and heard.
Team-Oriented: Works collaboratively to ensure a positive patient experience.

Nice To Haves

Prior experience in healthcare, front desk, or customer service role preferred

Responsibilities

Greet all patients upon arrival, creating a welcoming and professional first impression.
Check in patients using Aizer’s EMR System (eClinicalWorks), updating visit status and changing patient status to green to signify arrival.
Verify patient identification and appointment details, ensuring accuracy in the EMR system.
Collect and update any necessary patient documentation, insurance details, or forms.
Direct patients to the appropriate department, provider, or waiting area based on their visit type and scheduled services.
Proactively monitor patient wait times and communicate with clinical staff to minimize delays.
Anticipate and resolve flow disruptions, escalating issues to the appropriate personnel when needed.
Manage and maintain the functionality of self-service check-in kiosks and display screens.
Assist patients with navigating the kiosk system, troubleshooting technical issues, and ensuring accurate information input.
Monitor and report any recurring technical issues to the appropriate IT or operations team.
Maintain a clean, organized, and calming reception area that reflects Aizer’s standards of care and professionalism.
Monitor lobby activity to ensure patients are directed appropriately and that the space remains welcoming and comfortable.
Refill literature, sanitizing stations, and other lobby materials as needed.
Respond to patient questions and concerns in a professional, clear, and compassionate manner—whether in person, by phone, or via internal systems.
Provide accurate information about wait times, appointment procedures, or directions within the facility.
Handle sensitive situations (such as delays or scheduling issues) with empathy and solution-oriented thinking.
Maintain real-time communication with medical assistants, nurses, and providers to coordinate patient movement and alert them of arrivals or schedule changes.
Serve as a liaison between the front desk and clinical teams to promote efficiency and teamwork throughout the patient journey.