Customer Navigator

• Shifts Available Day/Evening hours Rotating hrs / week
  
• Work location Onsite Palo Alto CA
  

• 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 CICARE Standards of the Hospital CICARE is the foundation of Stanford s patientexperience and represents a framework for patientcentered interactions
  
• Executes worldclass practices of service and patient care in support of CICARE standards
  
• 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 indepth assistance 
  
• Assists with transportation of guests to and from the hospital and other SHC 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 inpatient and outpatient stays for key individuals and assists in navigating the Stanford 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 at SUMC 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 
  
• Performs other related and incidental duties as needed or assigned  
  

Education Qualifications 

• High school diploma or GED equivalent 
  

Licenses and Certifications 

• None 
  

Experience 

• years experience working in healthcare setting (ie hospital medical / dental office nursing facilities etc) or completion of a navigation certification program or years experience working in customer service within a nonhealthcare industry (hospitality public relations banking concierge services etc)