Patient Care Navigator

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

Role Summary

As a Patient CareNavigator, you will be part of a team that helps redefine what healthcarefeelslike. 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 willbe empowered by your leaders toembody this mission through building meaningful connections with every guest who walks through the doors.Thistruly uniqueopportunity goes beyond traditional front desk responsibilities and focuses on hospitality inspired service. You are the first impression of our multidisciplinary center, helping to engage, educate, guide, support, and elevate each guest’s journey.

Our ideal candidate has a heart for service and brings uplifting and welcoming energy, a genuine passion for people, and a natural ability to make others feel seen, heard, and cared for. If you thrive in fast-paced environments, love engaging with your community, and take pride in delivering outstanding customer service, this role was made for you.

Key Responsibilities

• Provide exceptional customer service via excellence on our patient experience pillars:
  • Warmth & Welcome-Ensuring patients feel seen, known, and welcomed
  • Anticipation & Care-Anticipating every patient’s needs by thinking one step ahead
  • Clarity & Guidance-Establishing comfort through clarity and guidance
  • Quality & Trust-Establishing patient trust by providing exceptional care they can count on
• 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

Patient Loyalty & Retention

• Supporting internal referral management across multiple practices
• Managing Expression of Interest leads to support new patient acquisition
• Supporting insurance-related inquires and coverage checks
• Collaborate with marketing to increase new patient acquisition and encourage internal cross-referrals (e.g., Wellness to Rehab)

Cross-department Engagement

• 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
• Assisting with coverage in other departments as needed
• Keep track of Google reviews of interest provided by Marketing, and communicate insights to the designated Regional Manager
• New staff orientation and clinic introduction

Operations & Workflow Management

• Clinic opening and closing duties
• Managing daily administrative tasks with exceptional attention to detail, including coordination of mail and package distribution
• Managing inbound and outbound communication via phone, email, and text channels
• 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
• Supporting new patient intake completion
• 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