Customer Navigator I

About This Role

Provide exceptional customer service and support to patients, families, and visitors at Stanford Hospital and Clinics, assisting with navigation, appointments, and amenities to ensure their needs are met.

Responsibilities

• Act as a non-clinical liaison/concierge/navigator for referred patients before, during, or after a medical facility encounter
• Approach and greet patients, families, and visitors, providing clear verbal and written instructions
• Offer assistance in locating services, facilities, or patients, verifying appointment times and locations
• Provide directions and/or escort guests to their destination, contacting interpreters if needed
• Assist with transportation to and from the hospital and other SHC clinics using campus shuttles or an electric cart/tram
• Communicate patient and guest concerns to appropriate departments and record summaries
• Facilitate scheduling of physician appointments and care during in-patient and out-patient stays
• Provide practical assistance and emotional support while maintaining sensitivity and confidentiality
• Respond appropriately to injured persons or agitated individuals, contacting healthcare providers and security as needed
• Respond to inquiries about SUMC services from patients, relatives, and referring physicians

Requirements

• High school diploma or GED equivalent
• 1+ years' experience in healthcare OR navigation certification OR 2+ years' non-healthcare customer service experience
• Basic PC Skills (Windows, Excel, Word)
• Good communication, customer service, interpersonal skills and cross-cultural competency

Qualifications

• High school diploma or GED equivalent
• 1+ years’ experience working in a healthcare setting OR completion of a navigation certification program OR 2+ years’ experience in customer service within a non-healthcare industry

Nice to Have

• Working knowledge of EPIC or other patient database
• Working knowledge of healthcare systems, conflict resolution, professional boundaries
• Understanding of how to link patients to diagnostic and follow-up tests/treatment
• Strong medical terminology knowledge

Skills

* Required skills