Customer Navigator I (Night Shift)

Stanford Health Care•Stanford, CA

23d•$38 - $43•Onsite

About The Position

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. 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.

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
Strong communication, customer service, interpersonal skills
PC skills (Windows, Excel, and Word)
Strong medical terminology knowledge
Tasks: - 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.
Ability to adjust communications to fit the needs and level of understanding of the receiver
Ability to demonstrate customer service skills in interactions with all patients, families and staff, including high volume and stressful situations
Ability to maintain confidentiality of sensitive information
Ability to remain calm under pressure and apply sound judgment
Ability to solve problems and identify solutions
Ability to speak and write effectively at a level appropriate for the job
Knowledge of computer systems and software used in functional area
Knowledge of the location of services provided by the hospitals and clinics (or ability to quickly become familiar) to be able to assist guests with directions and/or transport; the local geography

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.
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.
Communicates patient and guest concerns to appropriate department for facilitation, and record summary when applicable.
Facilitates scheduling of physician appointments and care during in-patient and out-patient stays for key individual and assists in navigating the Stanford healthcare system.
Provides practical assistance and emotional support to patients, families, and staff as needed. Maintains sensitivity and confidentiality in all aspects of guest interaction.
Responds immediately and appropriately to injured persons, agitated/escalating individuals/situations in the hospital entrance environment, contacting healthcare providers and/or security as needed.
Responds to inquiries from patients, their relatives and/or referring physicians on services available at SUMC, and provides accurate information in a timely fashion.
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.