Customer Navigator I at Stanford Health Care in B Central Core 100

Job description

If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered. Day - 08 Hour (United States of America) This is a Stanford Health Care job. A Brief Overview The Customer Navigator I serves as a frontline, non clinical resource who supports patients, families, and visitors by providing wayfinding, information, and general assistance in a fast paced healthcare environment. This role ensures that everyone entering the facility is greeted with a welcoming, safe, and supportive experience. Customer Navigators I follow established workflows to deliver timely, professional service while upholding empathy, confidentiality, and service excellence. They address questions, offer resources, assist with service recovery, and escalate more complex concerns to the appropriate departments. As an entry level position, the Customer Navigator I builds foundational knowledge of hospital services, locations, and processes. By anticipating needs and helping people move efficiently through the facility, they contribute to smooth daily operations and create a positive first impression for all visitors. Locations Stanford Health Care What you will do Employees must abide by all Joint Commission requirements including, but not limited to, sensitivity to cultural diversity, patient care, patients’ rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings. Employees must perform all duties and responsibilities in accordance with the C-I-CARE Standards of the Hospital. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Maintains compliance with departmental policies, procedures, and ongoing training requirements. Serves as a non clinical navigator to patients, families, and visitors. Greets and engages individuals entering hospital and clinic environments in a professional, welcoming, and courteous manner. Provides clear and accurate directions, navigation assistance, and escorts to destinations within the facility. Verifies appointment time, location, and provider information to ensure patients are properly guided. Identifies when additional assistance is needed and connects individuals to appropriate resources, including interpreter services or Patient/Guest Representatives. Responds to general inquiries from patients, families, visitors, and referring providers regarding available services, locations, and processes. Address patient and visitor concerns, gathers key details, and first attempts to resolve routine issues within defined procedures. Documents the concern and, when it cannot be resolved or exceeds scope, escalates to a higher-level Navigator or appropriate department, ensuring the concern is clearly communicated for follow-up. Demonstrates initiative by proactively responding to patient and visitor needs and communicating with team members when additional support is required. Retrieves and verifies appointment information using Epic (electronic medical record system) and other hospital systems. Supports patients and families in understanding next steps related to appointments or services Provides practical assistance and basic emotional support to patients and families during their visit. Ensures confidentiality of patient and visitor information and adheres to privacy standards. Monitors public areas and remains alert to patient and visitor needs. Responds appropriately to urgent or escalating situations by notifying clinical staff, security, or leadership in accordance with established procedures. Provides day-to-day direction and guidance to volunteers working alongside the team to su