Customer Navigator I

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Night - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview

The Customer Navigator I serves as a frontline, non clinical resource who supports patients, families, and visitors by providing wayfinding, information, and general assistance in a fast paced healthcare environment. This role ensures that everyone entering the facility is greeted with a welcoming, safe, and supportive experience.

Customer Navigators I follow established workflows to deliver timely, professional service while upholding empathy, confidentiality, and service excellence. They address questions, offer resources, assist with service recovery, and escalate more complex concerns to the appropriate departments.

As an entry level position, the Customer Navigator I builds foundational knowledge of hospital services, locations, and processes. By anticipating needs and helping people move efficiently through the facility, they contribute to smooth daily operations and create a positive first impression for all visitors.

Locations

Stanford Health Care

What you will do

• Employees must abide by all Joint Commission requirements including, but not limited to, sensitivity to cultural diversity, patient care, patients' rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.
• Employees must perform all duties and responsibilities in accordance with the C-I-CARE Standards of the Hospital. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions.
• Maintains compliance with departmental policies, procedures, and ongoing training requirements.
• Serves as a non clinical navigator to patients, families, and visitors.
• Greets and engages individuals entering hospital and clinic environments in a professional, welcoming, and courteous manner.
• Provides clear and accurate directions, navigation assistance, and escorts to destinations within the facility.
• Verifies appointment time, location, and provider information to ensure patients are properly guided.
• Identifies when additional assistance is needed and connects individuals to appropriate resources, including interpreter services or Patient/Guest Representatives.
• Responds to general inquiries from patients, families, visitors, and referring providers regarding available services, locations, and processes.
• Address patient and visitor concerns, gathers key details, and first attempts to resolve routine issues within defined procedures. Documents the concern and, when it cannot be resolved or exceeds scope, escalates to a higher-level Navigator or appropriate department, ensuring the concern is clearly communicated for follow-up.
• Demonstrates initiative by proactively responding to patient and visitor needs and communicating with team members when additional support is required.
• Retrieves and verifies appointment information using Epic (electronic medical record system) and other hospital systems.
• Supports patients and families in understanding next steps related to appointments or services
• Provides practical assistance and basic emotional support to patients and families during their visit.
• Ensures confidentiality of patient and visitor information and adheres to privacy standards.
• Monitors public areas and remains alert to patient and visitor needs.
• Responds appropriately to urgent or escalating situations by notifying clinical staff, security, or leadership in accordance with established procedures.
• Provides day-to-day direction and guidance to volunteers working alongside the team to support patient and visitor assistance
• Contributes to maintaining a safe and welcoming environment for patients, visitors, and staff.
• Works collaboratively with team members and other departments to support daily operations.
• Follows direction and guidance from supervisors and experienced staff.
• Participates in team communication and supports a respectful work environment.
• Demonstrates reliability, professionalism, and accountability in assigned tasks.
• Performs other related and incidental duties as needed or assigned by management

Education Qualifications

• High school diploma or GED equivalent.

Experience Qualifications

• 1 year of experience in a healthcare setting (e.g., hospital, medical/dental office, nursing facility), OR
• 1 year of customer service experience in a service-related field (e.g., hospitality, public relations, banking, concierge services)

Required Knowledge, Skills and Abilities

• Basic computer skills, including Microsoft Windows, Word, and Excel
• Ability to use computer systems and learn healthcare applications (e.g., Epic) with guidance and practice
• Ability to communicate clearly and adjust communication style to meet the needs of diverse patients, families, and staff
• Strong customer service skills with the ability to deliver a high touch, hospitality level experience
• Excellent interpersonal skills and ability to engage effectively with diverse populations
• Ability to manage interactions in a fast paced environment while maintaining professionalism and composure
• Ability to respond to patient and visitor needs with empathy, professionalism, and service excellence
• Ability to maintain confidentiality and handle sensitive information appropriately
• Ability to remain calm under pressure and apply sound judgment in routine situations
• Ability to solve routine problems and identify appropriate solutions using established workflows
• Ability to speak and write effectively at a level appropriate for the role and audience
• Ability to apply basic knowledge of hospital services, clinic locations, and local geography, or quickly become familiar through training
• Ability to follow established workflows and procedures with accuracy and consistency
• Ability to take initiative by identifying needs, anticipating issues, and taking appropriate action within defined guidelines

Licenses and Certifications

• None .

Physical Demands and Work Conditions

Physical Demands

• Seldom Sitting.
• Constant Walking.
• Constant Standing.
• Frequent Bending.
• Occasional Squatting.
• Seldom Climbing.
• Seldom Kneeling.
• Never Crawling.
• Constant Hand Use.
• Constant Repetitive Motion Hand Use.
• Frequent Grasping.
• Occasional Fine Manipulation.
• Constant Pushing and Pulling.
• Occasional Reaching (above shoulder level).
• Frequent Twisting and Turning (Neck and Waist).
• Constant Vision (Color, Peripheral, Distance, Focus).

Lifting

• Constant lifting of 0 - 10 lbs.
• Frequent lifting of 11 - 20 lbs.
• Occasional lifting of 21 - 30 lbs.
• Seldom lifting of 31 - 40 lbs.
• Seldom lifting of 40+ lbs.

Working Environment

• Never Driving cars, trucks, forklifts and other equipment.
• Constant Working around equipment and machinery.
• Seldom Walking on uneven ground.
• Occasional Exposure to excessive noise.
• Frequent Exposure to extremes in temperature, humidity or wetness.
• Occasional Exposure to dust, gas, fumes or chemicals.
• Never Working at heights.
• Never Operation of foot controls or repetitive foot movement.
• Constant Use of special visual or auditory protective equipment.
• Never Use of respirator.
• Never Working with biohazards such as blood borne pathogens, hospital waste, etc..

Blood Borne Pathogens

• Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family's perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $38.15 - $42.96 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.