Customer Navigator I

Stanford Health Care•Stanford, CA

10d•$39 - $44•Onsite

About The Position

The Customer Navigator I is an entry-level, frontline, nonclinical resource who supports patients, families, and visitors in a fast-paced healthcare environment. The role provides wayfinding, information, general assistance, and basic emotional support while helping create a welcoming, safe, and supportive experience. Navigators follow established workflows, uphold empathy, confidentiality, and service excellence, address questions and routine concerns, and escalate more complex issues to the appropriate departments. They build foundational knowledge of hospital services, locations, and processes and help visitors move efficiently through the facility. The role is based at Stanford Health Care in Palo Alto and is onsite, full-time, with an eight-hour day shift. The Customer Navigator I works collaboratively with team members and departments, follows supervisors’ guidance, and provides day-to-day direction to volunteers. Employees must comply with Joint Commission requirements, departmental policies and training, privacy standards, and Stanford’s C-I-CARE patient-centered interaction 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, or 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 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 exercise 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 appropriately within defined guidelines.
No license or certification is required.

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 clear directions, navigation assistance, and escorts to destinations within the facility.
Verify appointment time, location, and provider information so patients are guided appropriately.
Identify when additional help is needed and connect individuals with appropriate resources, including interpreter services or Patient/Guest Representatives.
Respond to general inquiries about services, locations, and processes.
Address patient and visitor concerns, gather key details, attempt to resolve routine issues within established procedures, document concerns, and escalate issues beyond scope for follow-up.
Proactively respond to patient and visitor needs and communicate with team members when additional support is needed.
Retrieve and verify appointment information using Epic and other hospital systems.
Help patients and families understand next steps related to appointments or services, and provide practical assistance and basic emotional support.
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 according to established procedures.
Provide day-to-day direction and guidance to volunteers assisting patients and visitors.
Help maintain a safe and welcoming environment and collaborate with team members and departments to support daily operations.
Follow supervisors’ and experienced staff members’ direction; participate in team communication and support a respectful work environment.
Demonstrate reliability, professionalism, and accountability; maintain compliance with departmental policies, procedures, and training requirements.
Comply with Joint Commission requirements and Stanford Health Care’s C-I-CARE Standards.
Perform other related and incidental duties as needed or assigned by management.