Healthcare Customer Navigator

Overview

Aquent has an exciting opportunity for a Healthcare Customer Navigator in Palo Alto, CA!

Due to the on-site requirement of this position, we will only consider candidate who currently live in or near Palo Alto, CA and are able to commute to the office on a daily basis.  At this time any out of town candidates are not being considered.  

In addition, to be considered for this role, you must:

• Be authorized to work in the United States
• Not require sponsorship of any kind for the duration of the assignment.  No C2C is allowed.

Position Summary:

Customer Navigators are responsible for providing exceptional customer service to patients and their families while on-site and over the phone at our client’s Hospital and Clinics. They provide customers, patients (and their families and visitors) with a personal connection to the hospital by offering amenities and assistance. Customer Navigator responsibilities may include, but are not limited to, scheduling and managing appointments, asking questions and gaining access to services and organizations, greeting patients, navigation assistance, responding to patient complaints, providing guidance to five (5) or more volunteers, and providing assistance to families.

Job Responsibilities:

Employees must abide by all 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.

• Executes world-class practices of service and patient care in support of our client’s standards. Uses templates and the following components for all communication with patients and staff.
• Acts as non-clinical liaison/concierge/navigator for referred patient in any way the patient needs before, during, or after an encounter with a medical facility.
• Approaches and greets patients, their families, and visitors entering the hospital and clinics; provides clear and concise verbal and written instructions; offers them assistance in locating services, facilities or patients, verifies/confirms time and place of patient appointments, provides directions and/or escorts guests to their eventual destination, etc., to ensure their needs are met; contacts an interpreter/translator for guests who are not proficient in English; refers guests to Patient or Guest Representatives as appropriate for more in-depth assistance.
• Assists with transportation of guests to and from the hospital and other clinics by providing them with information about campus shuttles
• Communicates patient and guest concerns to appropriate department for facilitation, and record summary when applicable.
• Facilitates scheduling of physician appointments and care during in-patient and out-patient stays for key individual and assists in navigating the healthcare system.
• Provides practical assistance and emotional support to patients, families, and staff as needed. Maintains sensitivity and confidentiality in all aspects of guest interaction.
• Responds immediately and appropriately to injured persons, agitated/escalating individuals/situations in the hospital entrance environment, contacting healthcare providers and/or security as needed.
• Responds to inquiries from patients, their relatives and/or referring physicians on services available and provides accurate information in a timely fashion.
• Schedules and manages appointments, ask questions and answers questions about gaining access to services and organizations.
• Serves as the primary point of contact for patients throughout the service experience.
• Way finding
• Concierge: provide information on community resources, hotels, transportation, etc.
• Delivery of guest services’ amenities
• Courtesy visits
• Manage site specific navigation needs: ED, SAU, ASC, fountain entrance. Works collaboratively with leadership in those areas to provide communicate and enhance patient experience.
• Performs other related and incidental duties as needed or assigned.

Education, Experience, and Skill Requirements:

• High school diploma or GED equivalent.
• 1+ years’ experience working in healthcare setting (i.e. hospital, medical / dental office, nursing facilities etc.)
• or completion of a navigation certification program
• or 2+ years’ experience working in customer service within a non-healthcare industry (hospitality, public relations, banking, concierge services, etc.)
• Basic PC Skills (Windows, Excel, and Word)
• Good communication, customer service, interpersonal skills and cross cultural competency.
• Working knowledge of EPIC or other patient database
• Strong medical terminology knowledge
• Ability to adjust communications to fit the needs and level of understanding of the receiver
• Ability to demonstrate customer service skills in interactions with all patients, families and staff, including high volume and stressful situations
• Ability to maintain confidentiality of sensitive information
• Ability to remain calm under pressure and apply sound judgment
• Ability to solve problems and identify solutions
• Ability to speak and write effectively at a level appropriate for the job
• Knowledge of computer systems and software used in functional area
• Knowledge of the location of services provided by the hospitals and clinics (or ability to quickly become familiar) to be able to assist guests with directions and/or transport; the local geography

The target hiring compensation range for this role is $20.54 to $22.83 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits! 

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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