Customer Navigator I - Days (08-HR) Benefit Eligible

Position Overview

As a Customer Navigator at Stanford Health Care, you will provide exceptional customer service and guidance to patients and their families. This role, based on a rotating 08-hour shift in the United States, ensures that every patient experiences a personal connection through appointment scheduling, navigation assistance, and compassionate care. You will also adhere to strict Joint Commission requirements and C-I-CARE standards to enhance the overall patient experience.

Key Responsibilities

• Greet patients, families, and visitors to create a warm and engaging environment.
• Schedule and manage appointments while providing clear directions and navigation assistance within the hospital and clinics.
• Serve as a non-clinical liaison by offering accurate information and coordinating care before, during, and after visits.
• Assist with transportation and escort guests to their destinations as needed.
• Respond promptly to patient inquiries and concerns, escalating issues when necessary.
• Uphold all Joint Commission requirements and C-I-CARE standards in every interaction.

Required Qualifications

• Education: High school diploma or GED equivalent.
• Experience: 1+ years in a healthcare setting or 2+ years in customer service; completion of a navigation certification program is also considered.
• Proficiency in basic PC skills (Windows, Excel, and Word).
• Excellent communication, customer service, interpersonal skills, and cross-cultural competency.
• Ability to remain calm under pressure, maintain confidentiality, and solve problems effectively.
• Working knowledge of patient databases such as EPIC or similar systems.

Preferred Qualifications

• Navigation certification or equivalent training in patient services.
• Working knowledge of healthcare systems, conflict resolution, and professional boundaries.
• Familiarity with medical terminology and linking patients to diagnostic and follow-up care.

Benefits & Perks

• Compensation: Generally starting at $37.58 - $42.32 per hour; final offer is determined by factors including internal equity, experience, education, specialty, and training.
• Opportunity to work at a prestigious institution committed to quality, compassion, and innovation in patient care.
• Inclusive environment with a strong commitment to equal opportunity and non-discrimination.
• Professional growth in a dynamic healthcare setting alongside leading industry experts.