Patient Care Navigator in Toronto, Ontario at HealthOne
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Job Description
About HealthOne
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 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.
Key Responsibilities
Patient Experience
Provide exceptional customer service via excellence on our patient experience pillars:1. Warmth & Welcome: Ensuring patients feel seen, known, and welcomed by acknowledging all patients immediately with a warm smile and hello, using names intentionally, offering a welcoming hand, escorting patients throughout their visit, and ending each interaction with a warm farewell.
2. Anticipation & Care: Anticipating every patient’s needs by thinking one step ahead, preventing friction in processes, offering solutions proactively, closing all loops, and checking in intentionally.
3. Clarity & Guidance: Establishing comfort and clarity by narrating each step of the experience, setting expectations early, using plain language, confirming patient understanding, and providing clear handoffs.
4. Quality & Trust: Establishing patient trust by protecting patient privacy and safety, being consistent with your service, remaining polished and professional, following through on commitments, and owning the experience by resolving issues and creating memorable experiences.
- 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.
Patient Loyalty & Retention
- 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.
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.
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.
- Be part of a welcoming team that truly values your contributions and supports your professional growth.
- Enjoy working in a modern, well-equipped clinic designed for your success and comfort.
- Participate in regular staff engagement activities, such as themed events, and team-building experiences that strengthen our community.
Compensation:
- Competitive hourly rate.
- Team member discount program on all services & products offered at HealthOne (Dental, Optometry, Skin Care, Massage, Psychotherapy, etc.).
Schedule:
- Full-time (37.5 hours weekly)
At HealthOne, we are committed to treating every employee and prospective employee with dignity and respect, and we strive to create work environments where all individuals can thrive. Employment decisions are based on qualifications, merit, and business needs. In alignment with the Accessibility for Ontarians with Disabilities Act, we are dedicated to providing accessible employment practices and ensuring equal opportunity for all applicants. If you require accommodation due to a disability or any other protected group at any stage of the recruitment process or during employment, please contact hr@healthone.ca. We will make every effort to meet your accommodation needs and support you throughout the process.
We appreciate every applicant’s interest in joining HealthOne. Due to the volume of applicants, we will only be able to contact candidates selected for an interview. We thank you for your understanding and encourage you to apply for future opportunities if this one isn’t the right fit. At HealthOne, we may use AI-powered tools to assist with some of the behind-the-scenes tasks in recruitment, such as generating interview questions and scheduling interviews. These tools help us work more efficiently and stay organized, but all final hiring decisions are made by our team of real people. We’re committed to using technology responsibly, ensuring a fair and transparent process, and complying with all applicable laws, including the Employment Standards Act (ESA). This is a new vacancy for our organization.