Customer Navigator I - Part-time - Evenings (8HRS)

About the role

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 Stanford Hospital and Clinics. They provide customers, patients (and their families and visitors) with a personal connection to the hospital by offering amenities and assistance.

Responsibilities

• 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.
• 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.
• Communicates patient and guest concerns to appropriate department for facilitation, and record summary when applicable.
• Schedules and manages appointments, ask questions and answers questions about gaining access to services and organizations.
• Serves as the primary point of contact for patients throughout the service experience.
• Performs other related and incidental duties as needed or assigned.

Requirements

• High school diploma or GED equivalent.
• 1+ years’ experience working in healthcare setting (i.e. hospital, medical / dental office, nursing facilities etc.) or completion of a navigation certification program or 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

Qualifications

• Strong communication, customer service, interpersonal skills
• PC skills (Windows, Excel, and Word)
• Strong medical terminology knowledge

Skills

• 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.

Benefits

Not specified

Pay

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

Schedule

Evening - 08 Hour