The Sr. Site Navigator serves as the lead front-of-house operational presence within Central Health clinical facilities, ensuring a consistent, high-quality patient experience at the point of entry. This role coordinates daily front-of-house activities, supports workflow execution, and guides Site Navigators in delivering effective patient navigation and service.

The Sr. Site Navigator improves patient access and flow by proactively identifying needs, addressing barriers to care, and connecting individuals to appropriate clinical, administrative, and community-based resources. This role emphasizes practical support for patients navigating the healthcare system and accessing services. The Sr. Site Navigator functions as a key on-site resource, facilitating communication across clinical teams, Support Operations, and support services while reinforcing standard processes, service expectations, and a welcoming, safe environment for all patients and visitors.

Essential Functions

• Serve as the lead front-of-house presence within the assigned clinical facility, ensuring consistent coverage, service delivery, and patient experience.
• Provide day-to-day guidance, direction, and real-time support to Site Navigators, reinforcing workflows and service expectations.
• Coordinate daily assignments, lobby coverage, and staff deployment to maintain smooth patient flow and minimize congestion.
• Perform patient navigation by greeting, assisting, and directing patients and visitors to appropriate services, departments, and resources.
• Support patients with more complex needs or barriers, including language, mobility, health literacy, and system navigation challenges.
• Connect patients to registration, eligibility, financial assistance, and community-based resources, ensuring clear understanding of next steps.
• Maintain working knowledge of community resources and support patients in overcoming barriers to accessing care.
• Monitor lobby activity, patient volume, and operational flow, identifying issues and implementing immediate adjustments as needed.
• Identify recurring patient or operational barriers and communicate trends and improvement opportunities to leadership.
• Serve as a liaison between clinical teams, Support Operations, Safety, and Facilities to address real-time issues and support coordinated operations.
• Lead onboarding and training of Site Navigators, providing hands-on coaching and reinforcing standard work and service expectations.
• Support front-of-house response during emergency events by guiding staff, directing patient traffic, and maintaining a calm and safe environment.

Knowledge, Skills and Abilities:

• Knowledge of enterprise and community resources and the ability to provide referrals to patients/families as appropriate.
• Ability to provide community resources and provide referrals to patients and families as appropriate. 
• Working knowledge and experience with Microsoft Office Products. 
• Ability to communicate proficiently to a wide range of audiences in a clear and professional manner. 
• Ability and willingness to provide emotional support, encouragement, and motivation to members. 
• Ability to establish and maintain positive and effective work relationships with coworkers, clients, members, and providers. 
• Ability to be flexible and willingness to learn new responsibilities and to work in changing environment. 
• Skilled in coaching participants to effectively advocate and manage their health and social resources. 
• Ability to exhibit compassion, vulnerability, and empathy when working with employees and patients and advancing Central Health’s mission of health equity and DEI goals. 
• Ability to provide person centered care that is inclusive and culturally competent. 
• Ability to organize, prioritize, and manage multiple tasks in a calm and orderly manner.

Minimum Education:

• High School Diploma or equivalent (higher degree accepted

Minimum Experience:

• 1 year of experience working in a multi-cultural, community-based setting.

Required Licenses and Certifications: Upon Hire

• BLS - Basic Life Support through the American Red Cross or American Heart Association
• Certified Community Health Worker (CHW) or completion of an approved 160-hour competency based Community Health Worker training program certified by DSHS