Clinic NavigatorAt — Los Angeles LGBT Center

POSITION/JOB TITLE:   Clinic Navigator

DEPARTMENT/PROGRAM:    Health & Mental Health Services (HMHS)

REPORTS TO:   Clinic Front Office Supervisor

TIME COMMITMENT: Consistent weekly time blocks between 8 am and 5 pm Mon – Fri, minimum 2 months commitment

LOCATION: McDonald/Wright Building: 1625 N Schrader Blvd., L.A. CA 90028

COMPENSATION:       Unpaid

PROGRAM SUMMARY:

The Los Angeles LGBT Center is one of the nation’s largest and most experienced providers of LGBT health and mental healthcare. We are also the only Federally Qualified Health Center in California—one of the few in the nation—specifically for LGBT people.

POSITION SUMMARY: 

This is a crucial volunteer position that is responsible for creating a welcoming environment for all its clients and visitors. This position is customer service based with responsibilities including, but not limited to, greeting clients and visitors, helping clients navigate services, and providing direction and instructions to clients, when instructed.

QUALIFICATIONS AND EXPERIENCE:

1. Strong customer service skills;
2. Strong verbal communication skills;
3. Bilingual English/Spanish a plus;
4. Responsible, respectful and dependable;
5. Demonstrated ability to work effectively with people of diverse races, ethnicities, ages, sexual orientations, and gender identities in a multicultural setting.

 Tasks:

Helping clients navigate services by potentially physically accompanying them to destination points;
Providing clear and engaging directions to clients;
Answering several questions about services we provide;
Sorting, labeling, and organizing patient mail;
Renaming and stamping digital faxes;
Ensuring the Front Office is stocked with paperwork and supplies;
Other duties as assigned.

Training:

Client Interaction & Customer Service Training:

Best practices for creating a welcoming and inclusive environment.
Techniques for effective verbal communication and active listening.
Strategies for handling client questions, concerns, and potential challenges with professionalism.

Healthcare Navigation & Service Coordination:

Overview of the Los Angeles LGBT Center’s Health & Mental Health Services, including available programs
Training on how to guide clients to their destinations within the clinic, including when to physically accompany them.
Understanding confidentiality and HIPAA compliance when interacting with clients.

Administrative & Office Procedures:

Sorting, labeling, and organizing patient mail and documents.
Handling digital faxes, including renaming and stamping.
Maintaining front office supplies and ensuring proper organization.

Diversity, Equity, and Inclusion (DEI) Training:

Understanding the unique healthcare needs of LGBTQ+ communities.
Best practices for working with diverse populations, including different races, ethnicities, ages, sexual orientations, and gender identities.
Cultural competency in healthcare settings.

Optional or Role-Specific Training:

Basic medical terminology and healthcare office etiquette.

Learning Outcome:

Client Navigation & Service Coordination: Develop the ability to effectively assist clients in navigating healthcare services, providing clear directions, and ensuring they reach the appropriate departments, improving overall patient experience and access to care.

Communication & Customer Service Skills: Enhance verbal communication and interpersonal skills by engaging with diverse populations, answering client questions, and maintaining a welcoming and professional front-office environment.

Administrative & Organizational Experience in a Healthcare Setting: Gain hands-on experience with essential administrative tasks, including sorting and organizing patient mail, handling digital documentation, and ensuring the front office is well-stocked and functional.