Customer Navigator I - Weekends (8HRS)

Stanford Health Care•Palo Alto, CA

19d•$39 - $44•Onsite

About The Position

The Customer Navigator I is an entry-level, nonclinical frontline resource for patients, families, and visitors in hospital and clinic environments. The role provides wayfinding, information, and general assistance, helping create a welcoming, safe, and supportive experience. Navigators follow established workflows, uphold empathy, confidentiality, and service excellence, address questions and routine concerns, provide resources, and escalate issues beyond their scope. They build foundational knowledge of hospital services, locations, and processes and help people move efficiently through the facility. The role includes verifying appointment details and retrieving information through Epic and other hospital systems; supporting patients and families with next steps; offering practical assistance and basic emotional support; and responding to urgent or escalating situations by notifying clinical staff, security, or leadership. The Navigator also provides day-to-day guidance to volunteers and collaborates with colleagues and other departments to support daily operations. Employees must comply with Joint Commission requirements, departmental policies and training, privacy standards, and Stanford Health Care’s C-I-CARE standards for patient-centered interactions. The position is located at Stanford Health Care and is listed as Day – 08 Hour. The base pay scale generally starts at $38.72–$43.60 per hour; the finalist’s salary depends on factors including internal equity, experience, education, specialty, and training.

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 adapt communication style for 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 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 for the role and audience.
Ability to apply basic knowledge of hospital services, clinic locations, and local geography, or 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 within defined guidelines.

Responsibilities

Serve as a nonclinical navigator to patients, families, and visitors.
Greet people entering hospital and clinic environments in a professional, welcoming, and courteous manner.
Provide clear directions, navigation assistance, and escorts within the facility.
Verify appointment time, location, and provider information, and retrieve appointment information using Epic and other hospital systems.
Respond to general inquiries about services, locations, and processes.
Identify when additional assistance is needed and connect people with appropriate resources, including interpreter services or Patient/Guest Representatives.
Address concerns, gather key details, attempt to resolve routine issues within established procedures, document concerns, and escalate issues beyond the role’s scope for follow-up.
Anticipate patient and visitor needs and communicate with team members when additional support is required.
Support patients and families in understanding next steps related to appointments or services and provide practical assistance and basic emotional support.
Maintain confidentiality of patient and visitor information and adhere to privacy standards.
Monitor public areas and respond to patient and visitor needs.
Notify clinical staff, security, or leadership about urgent or escalating situations according to 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 supervisor and experienced-staff guidance; participate in team communication; and demonstrate reliability, professionalism, and accountability.
Comply with Joint Commission requirements, departmental policies and procedures, ongoing training, safety and quality programs, and C-I-CARE standards.
Perform other related and incidental duties as assigned by management.