Customer Navigator I - Weekends (8HRS)

Stanford Health Care•Palo Alto, CA

17d•Onsite

About The Position

The Customer Navigator I is an entry-level, frontline, non-clinical resource who supports patients, families, and visitors in a fast-paced healthcare environment. The role provides wayfinding, information, and general assistance to help create a welcoming, safe, and supportive experience. Customer Navigators follow established workflows and uphold empathy, confidentiality, and service excellence while responding to questions, offering resources, assisting with routine service recovery, and escalating more complex concerns to the appropriate departments. The role builds foundational knowledge of hospital services, locations, and processes and helps people move efficiently through the facility. The position is with Stanford Health Care. The Customer Navigator I supports patient- and family-centered interactions under Stanford’s C-I-CARE standards and applicable Joint Commission requirements. Work includes greeting and guiding people, checking appointment information using Epic and other hospital systems, helping patients understand next steps, monitoring public areas, and coordinating assistance with clinical staff, security, leadership, volunteers, and other departments. The role also provides day-to-day direction and guidance to volunteers working alongside the team. The position 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. The work includes constant walking and standing, frequent bending, and occasional lifting of items weighing 21–30 pounds. The stated base pay scale generally starts at $38.72–$43.60 per hour; the final salary depends on factors including internal equity, experience, education, specialty, and training.

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 adjust communication style to meet the needs of diverse patients, families, and staff.
Strong customer service skills and 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 maintaining professionalism and composure.
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 apply sound judgment in routine situations.
Ability to solve routine problems and identify appropriate solutions using established workflows.
Ability to speak and write effectively at a level appropriate for 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, anticipate needs, identify issues, and act appropriately within defined guidelines.

Responsibilities

Comply with Joint Commission requirements, departmental policies and procedures, ongoing training requirements, and Stanford Health Care’s C-I-CARE standards.
Serve as a non-clinical 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 times, locations, and provider information to guide patients appropriately.
Identify when additional assistance is needed and connect people with appropriate resources, including interpreter services or Patient/Guest Representatives.
Respond to general inquiries about available services, locations, and processes.
Address patient and visitor concerns, gather relevant details, and attempt to resolve routine issues within established procedures.
Document concerns and escalate unresolved issues or matters beyond the role’s scope to a higher-level Navigator or appropriate department, communicating details 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.
Support patients and families in understanding next steps related to appointments or services.
Provide practical assistance and basic emotional support to patients and families during their 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 established 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 guidance from supervisors and experienced staff, participate in team communication, and contribute to a respectful work environment.
Demonstrate reliability, professionalism, and accountability in assigned tasks.
Perform other related and incidental duties as needed or assigned by management.