Customer Navigator I - Days
Location: PALO ALTO, 300 Pasteur Dr, California.
About the role
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.
Responsibilities
- 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