Customer Navigator I - Weekends (8HRS)

Stanford Health Care•Stanford, CA

10d•$39 - $44•Onsite

About The Position

The Customer Navigator I is an entry-level, nonclinical frontline resource who supports patients, families, and visitors in hospital and clinic environments. The role provides wayfinding, information, and general assistance, helping people have a welcoming, safe, and supportive experience. Navigators follow established workflows and uphold empathy, confidentiality, and service excellence while answering questions, sharing resources, assisting with routine service recovery, and escalating concerns when needed. The position helps patients and families navigate appointments and services, including verifying appointment information through Epic and other hospital systems. It also provides practical assistance and basic emotional support, monitors public areas, and coordinates with clinical staff, security, leadership, and other departments when situations require additional help. The Navigator may provide day-to-day direction and guidance to volunteers working alongside the team. Employees are expected to follow Joint Commission requirements, departmental policies and training, and Stanford Health Care’s C-I-CARE standards for patient-centered interactions. The role is based onsite at Stanford Health Care in Palo Alto, California, and is listed as 0.4 FTE, part-time, day shift, with 8-hour shifts.

Requirements

High school diploma or GED equivalent.
At least 1 year of experience in a healthcare setting, such as a hospital, medical or dental office, or nursing facility; alternatively, at least 1 year of customer service experience in a service-related field such as hospitality, public relations, banking, or concierge services.
Basic computer skills, including Microsoft Windows, Word, and Excel.
Ability to use computer systems and learn healthcare applications such as Epic with guidance and practice.
Ability to communicate clearly and adjust communication style for diverse patients, families, and staff.
Strong customer service skills and 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 remaining professional and composed.
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 use sound judgment in routine situations.
Ability to solve routine problems using established workflows and identify appropriate solutions.
Ability to speak and write effectively at a level appropriate to the role and audience.
Basic knowledge of hospital services, clinic locations, and local geography, or ability to become familiar through training.
Ability to follow established workflows and procedures accurately and consistently.
Ability to take initiative by identifying needs, anticipating issues, and acting appropriately within defined guidelines.
Ability to meet the listed physical demands, including constant walking, standing, hand use, repetitive hand motion, pushing and pulling, and lifting.

Responsibilities

Serve as a nonclinical navigator for patients, families, and visitors.
Greet people entering hospital and clinic environments in a professional, welcoming, and courteous manner.
Provide directions, wayfinding assistance, and escorts to destinations within the facility.
Verify appointment time, location, and provider information, including through Epic and other hospital systems.
Respond to general questions about services, locations, and processes, and help patients and families understand appointment and service next steps.
Identify when additional assistance is needed and connect people with appropriate resources, including interpreter services and Patient/Guest Representatives.
Address concerns, gather relevant details, attempt to resolve routine issues within established procedures, document concerns, and escalate issues that cannot be resolved or exceed the role’s scope.
Provide practical assistance and basic emotional support to patients and families during visits.
Maintain confidentiality and comply with privacy standards when handling patient and visitor information.
Monitor public areas and respond proactively to patient and visitor needs.
Notify clinical staff, security, or leadership about urgent or escalating situations in accordance with established procedures.
Provide day-to-day direction and guidance to volunteers supporting patient and visitor assistance.
Help maintain a safe and welcoming environment and collaborate with team members and other departments to support daily operations.
Follow departmental policies, procedures, training requirements, supervisor guidance, Joint Commission requirements, and C-I-CARE standards.
Participate in team communication and support a respectful work environment; demonstrate reliability, professionalism, and accountability.
Perform other related and incidental duties as assigned by management.