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Customer Navigators

Stanford, CA

Posted: 10/28/2019 Employment Type: Contract Industry: Healthcare Job Number: JOS000008681

Job Description

This career ladder consists of three levels. Levels are distinguished based on the complexity of the work, level of supervision received, and the degree of autonomy. Customer Navigators are responsible for providing exceptional customer service to patients and their families while on-site and over the phone at the company. They provide customers, patients (and their families and visitors) with a personal connection to the hospital by offering amenities and assistance. Customer Navigator responsibilities may include, but are not limited to, scheduling and managing appointments, asking questions and gaining access to services and organizations, greeting patients, navigation assistance, responding to patient complaints, providing guidance to five (5) or more volunteers, and providing assistance to families. 

Essential Functions 

The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility entailed. 

  • 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 the company’s patient-experience and represents a framework for patient-centered interactions. 
  • C-I-CARE 
  • Executes world-class practices of service and patient care in support of C-I-CARE standards. 
  • Uses C-I-CARE templates and the following components for all communication with patients and staff. 

C CONNECT with people by calling them their proper name, or the name they prefer (Mr., Mrs., Dr.) 

I INTRODUCE yourself and your role. 

C COMMUNICATE what you are going to do, how long it will take, and how it will impact the patient. 

A ASK permission before entering a room, examining a patient, or undertaking an activity. 

R RESPOND to patient’s questions or requests promptly; anticipate patient needs. 

E EXIT courteously with an explanation of what will come next. 

1) Acts as non-clinical liaison/concierge/navigator for referred patient in any way the patient needs before, during, or after an encounter with a medical facility. 

2) Approaches and greets patients, their families, and visitors entering the hospital and clinics; provides clear and concise verbal and written instructions; offers them assistance in locating services, facilities or patients, verifies/confirms time and place of patient appointments, provides directions and/or escorts guests to their eventual destination, etc., to ensure their needs are met; contacts an interpreter/translator for guests who are not proficient in English; refers guests to Patient or Guest Representatives as appropriate for more in-depth assistance. 

3) Assists with transportation of guests to and from the hospital and other SHC clinics by providing them with information about campus shuttles and, when needed, by personally transporting them in an electric cart/tram. 

4) Communicates patient and guest concerns to appropriate department for facilitation, and record summary when applicable. 

5) Facilitates scheduling of physician appointments and care during in-patient and out-patient stays for key individual and assists in navigating the company healthcare system. 

6) Provides practical assistance and emotional support to patients, families, and staff as needed. Maintains sensitivity and confidentiality in all aspects of guest interaction. 

7) Responds immediately and appropriately to injured persons, agitated/escalating individuals/situations in the hospital entrance environment, contacting healthcare providers and/or security as needed. 

8) Responds to inquiries from patients, their relatives and/or referring physicians on services available at SUMC, and provides accurate information in a timely fashion. 

9) Schedules and manages appointments, ask questions and answers questions about gaining access to services and organizations. 

10) Serves as the primary point of contact for patients throughout the service experience. 

11) Performs other related and incidental duties as needed or assigned. 

Experiences Required: 

  • 1+ years’ experience working in healthcare setting (i.e. hospital, medical / dental office, nursing facilities etc.) or completion of a navigation certification program 
  • 2+ years’ experience working in customer service within a non-healthcare industry (hospitality, public relations, banking, concierge services, etc. 
  • Basic PC Skills (Windows, Excel, and Word) 
  • Good communication, customer service, interpersonal skills and cross cultural competency. 
  • Working knowledge of EPIC or other patient database 
  • Working knowledge of one or more of the following: 
  • health care systems 
  • conflict resolution 
  • professional boundaries 
  • understand how to link patients to diagnostic and follow up test / treatment 
  • Strong communication, customer service, interpersonal skills 
  • PC skills (Windows, Excel, and Word) 
  • Strong medical terminology knowledge 


  • Way finding 
  • Concierge: provide information on community resources, hotels, transportation, etc. 
  • Delivery of guest services’ amenities 
  • Courtesy visits 
  • Tram driving 
  • Manage site specific navigation needs: ED, SAU, ASC, fountain entrance. Works collaboratively with leadership in those areas to provide communicate and enhance patient experience. 

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