CCHS Facility: Cleveland Clinic Canada
Department: Patient Experience & Operations
Job Title: Patient Service Navigator (6-month contract)
Reporting to: Clinic Operations & Patient Experience Manager
Schedule: 40 hours/week Monday to Friday, occasional Saturdays
ABOUT CLEVELAND CLINIC
As a global, academic medical centre, Cleveland Clinic has provided world class patient care to people from around the world since 1921. Cleveland Clinic Canada, the Canadian location of the Cleveland Clinic, opened in 2006 and has two locations in downtown and midtown Toronto. Our multi-disciplinary team of clinicians provides a variety to help our patients’ age well and move better. To learn more visit www.clevelandclinic.ca.
GENERAL SUMMARY:
The Patient Service Navigator (PSN) serves as the primary point of contact for patients, delivering exceptional, personalized service and guidance across Cleveland Clinic Canada's services. Working fully onsite, the PSN responds to patient inquiries, facilitates seamless access to care, supports patients in navigating virtual platforms, and collaborates with clinical and operational teams to ensure a compassionate, patient-centered experience. The PSN proactively addresses patient needs, identifies opportunities to improve processes and service delivery, and upholds Cleveland Clinic Canada's commitment to excellence in every patient interaction.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
- Delivers an exceptional patient experience by providing personalized, compassionate, and proactive service, ensuring every interaction reflects Cleveland Clinic Canada's commitment to patient-centered care.
- Serves as the primary point of contact for patients, building trusting relationships while guiding them through their healthcare journey and ensuring seamless access to Cleveland Clinic Canada's programs and services.
- Responds promptly and professionally to patient inquiries received through the main clinic phone line, email, and in person, providing accurate information, resolving concerns, and coordinating appropriate follow-up.
- Manages the Patient Experience email inbox, ensuring inquiries are addressed in a timely manner and collaborating with caregivers across the organization to facilitate efficient and coordinated responses.
- Provides expert service navigation by assessing patient needs, educating patients on available services, coordinating referrals where appropriate, and connecting patients with the appropriate caregiver, provider, or department.
- Assists patients in accessing and navigating virtual care platforms, including Express Care Online and MyChart, providing guidance, education, and basic technical support to promote a positive digital care experience.
- Proactively identifies and addresses barriers to the patient experience, taking ownership of service concerns and collaborating with the appropriate teams to ensure timely resolution and patient satisfaction.
- Maintains a comprehensive knowledge of Cleveland Clinic Canada's services, programs, providers, and processes to confidently educate patients and recommend appropriate resources.
- Maintains patient confidentiality and handles all patient interactions in accordance with organizational policies, privacy legislation, and professional standards.
- Performs other duties and participates in special projects as assigned in support of clinic operations and the patient experience.
MINIMUM QUALIFICATIONS:
Education, Knowledge, Skills and Abilities
- Postsecondary education in Hospitality, Business, Communications, Healthcare Administration, or a related field, or an equivalent combination of education and experience.
- Passion for delivering an exceptional patient and customer experience with a demonstrated commitment to service excellence.
- Exceptional interpersonal, verbal, and written communication skills, with the ability to build rapport and communicate effectively with patients, caregivers, physicians, and external partners.
- Strong customer service orientation with the ability to anticipate needs, demonstrate empathy, and provide personalized support.
- Excellent organizational, time management, and multitasking skills with the ability to prioritize competing demands in a fast-paced environment.
- Strong critical thinking and problem-solving skills with the ability to exercise sound judgment, resolve concerns, and escalate issues appropriately.
- Demonstrated ability to work collaboratively within a multidisciplinary team while building positive working relationships across the organization.
- Proficiency with Microsoft Office Suite and the ability to quickly learn electronic medical records (EMR), patient portals, and other technology platforms.
- Ability to maintain strict confidentiality and handle sensitive information with professionalism and discretion.
Required Length and Type of Experience
- Minimum of two (2) years of experience in a patient-facing, client service, concierge, hospitality, healthcare, or other customer-focused environment where delivering an exceptional customer experience was a primary responsibility.
- Experience managing multiple communication channels, including telephone, email, and in-person interactions, while maintaining a high level of professionalism and responsiveness.
- Experience navigating complex customer or patient inquiries and coordinating with multiple stakeholders to ensure timely resolution is preferred.
- Experience supporting executive clientele, concierge services, healthcare, or premium customer service environments is considered an asset.
The salary range reflects the expected compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidates’ experience, education, training and alignment with the role’s expectations.
Cleveland Clinic Canada is proud to be in compliance with the Accessibility for Ontarians with Disabilities Act (AODA), 2005 and the Integrated Accessibility Standards Regulation. Accommodations are available upon request for all aspects of the recruitment process, including the review of job postings. If you require any accommodations, please let us know.
Pay: $50,000.00-$55,000.00 per year
Work Location: In person
