Customer Navigator I at Stanford Health Care in Palo Alto, CA

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Evening - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview
This career ladder consists of three levels. Levels are distinguished based on the complexity of the work, level of supervision received, and the degree of autonomy. Customer Navigators are responsible for providing exceptional customer service to patients and their families while on-site and over the phone at Stanford 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.

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.
• C-I-CARE
• Executes world-class practices of service and patient care in support of C-I-CARE standards.
• Uses C-I-CARE 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 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 in-patient and out-patient stays for key individual 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.

Experience Qualifications

• 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
• Working knowledge of one or more of the following:
  - health care systems
  - conflict resolution
  - professional boundaries
  - understand how to link patients to diagnostic and follow up test / treatment
  - Strong communication, customer service, interpersonal skills
  - PC skills (Windows, Excel, and Word)
  - Strong medical terminology knowledge
  - Tasks:
  - 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.

Required Knowledge, Skills and Abilities

• 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

Licenses and Certifications

• None

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience


Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.



You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $38.15 - $42.96 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.