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 a fast-paced healthcare environment. The role provides wayfinding, information, general assistance, practical help, and basic emotional support while ensuring people receive a welcoming, safe, and supportive experience. Navigators follow established workflows, uphold confidentiality and service standards, answer questions, assist with routine service recovery, and escalate concerns outside their scope to appropriate departments. They build foundational knowledge of hospital services, locations, and processes and help people move efficiently through the facility. The position is based at Stanford Health Care in Palo Alto, California. It is listed as 0.4 FTE, part-time, with an eight-hour day schedule on weekends. The role requires a high school diploma or GED and either one year of experience in a healthcare setting or one year of customer service experience in a service-related field. No license or certification is required. The role involves constant walking and standing, frequent bending, and regular interaction with patients, visitors, staff, and volunteers in public hospital areas. Employees must follow applicable Joint Commission requirements, departmental policies, privacy standards, and Stanford Health Care’s C-I-CARE patient-experience standards.

Requirements

High school diploma or GED equivalent.
One year of experience in a healthcare setting, such as a hospital, medical or dental office, or nursing facility; alternatively, one 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 adapt communication style to diverse patients, families, and staff.
Strong customer service skills and ability to provide 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 maintaining professionalism and composure.
Ability to respond 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 and identify solutions using established workflows.
Ability to speak and write effectively at a level appropriate to the role and audience.
Ability to apply basic knowledge of hospital services, clinic locations, and local geography, or quickly 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.
No license or certification required.

Responsibilities

Serve as a nonclinical navigator for patients, families, and visitors.
Greet and engage people entering hospital and clinic environments in a professional, welcoming, and courteous manner.
Provide clear directions, navigation assistance, and escorts to destinations within the facility.
Verify appointment time, location, and provider information to guide patients appropriately.
Identify when additional assistance is needed and connect people with resources such as interpreter services or Patient/Guest Representatives.
Respond to general inquiries about services, locations, and processes.
Address patient and visitor concerns, gather relevant details, attempt to resolve routine issues within established procedures, document concerns, and escalate unresolved or out-of-scope matters for follow-up.
Proactively respond to patient and visitor needs and communicate with team members when additional support is required.
Retrieve and verify appointment information using Epic and other hospital systems.
Help patients and families understand next steps related to appointments or services.
Provide practical assistance and basic emotional support during visits.
Protect confidential patient and visitor information and follow privacy standards.
Monitor public areas and remain alert to patient and visitor needs.
Notify clinical staff, security, or leadership about urgent or escalating situations in accordance with procedures.
Provide day-to-day direction and guidance to volunteers supporting patient and visitor assistance.
Help maintain a safe and welcoming environment for patients, visitors, and staff.
Collaborate with team members and other departments to support daily operations.
Follow direction from supervisors and experienced staff, participate in team communication, and support a respectful work environment.
Demonstrate reliability, professionalism, and accountability in assigned tasks.
Comply with Joint Commission requirements, departmental policies, ongoing training, and C-I-CARE standards.
Perform other related and incidental duties as needed or assigned by management.