Customer Navigator

Overview

Aquent is proud to partner with a leading healthcare institution dedicated to providing world-class patient care and innovative medical solutions. This organization is at the forefront of healthcare delivery, committed to enhancing the patient experience through compassionate service and cutting-edge approaches. Join a team where your dedication directly contributes to a supportive and healing environment for patients and their families.

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
• Be able to work on a W-2 basis. C2C or 1099 is not permitted for this role
• Be able to work the schedule of Monday, Tuesday, and Friday: 3:30 PM - 12:00 AM

• Serve as the primary point of contact, offering exceptional customer service and personalized assistance to patients, their families, and visitors both on-site and over the phone.
• Act as a non-clinical liaison, concierge, and guide, anticipating and addressing patient needs before, during, and after their interactions with medical facilities.
• Warmly greet and welcome individuals, providing clear verbal and written instructions, verifying appointments, and offering navigation assistance or escort services to their destinations.
• Facilitate seamless access to care by scheduling and managing appointments, answering questions about services, and helping patients navigate the broader healthcare system.
• Provide practical assistance and emotional support, maintaining sensitivity and confidentiality in all interactions.
• Communicate patient and guest concerns to appropriate departments for swift resolution, ensuring a responsive and caring environment.
• Assist with transportation information, including details about campus shuttles and other resources.
• Respond promptly and appropriately to urgent situations, such as injured persons or agitated individuals, coordinating with healthcare providers and security as needed.
• Provide guidance and support to volunteers, fostering a collaborative and service-oriented team atmosphere.
• Proactively address inquiries from patients, their relatives, and referring physicians, delivering accurate and timely information about available services.
• Contribute to an environment of continuous improvement, working collaboratively with leadership to enhance the patient experience across various service points.

• High school diploma or GED equivalent.
• Minimum of 1 year of experience working in a healthcare setting (e.g., hospital, medical office, nursing facility) OR completion of a patient navigation certification program OR 2+ years of customer service experience in a non-healthcare industry (e.g., hospitality, public relations, banking, concierge services).
• Proficiency in basic PC skills, including Windows, Excel, and Word.
• Demonstrated strong communication, interpersonal, and customer service skills, with a high degree of cross-cultural competency.
• Working knowledge of patient database systems.
• Ability to adjust communication style to meet the needs and understanding of diverse individuals.
• Proven ability to maintain confidentiality of sensitive information.
• Capacity to remain calm under pressure and exercise sound judgment in challenging situations.
• Strong problem-solving skills with the ability to identify effective solutions.
• Excellent verbal and written communication skills appropriate for a professional healthcare environment.
• Knowledge of the location of services provided by hospitals and clinics (or the ability to quickly become familiar) to effectively assist guests with directions and information.

• Working knowledge of healthcare systems and processes.
• Experience with conflict resolution techniques.
• Understanding of professional boundaries in a patient care setting.
• Ability to link patients to diagnostic and follow-up tests/treatments.
• Strong medical terminology knowledge.
• Experience with way finding and concierge services, including providing information on community resources, hotels, and transportation.
• Familiarity with delivering guest services amenities and conducting courtesy visits.

The target hiring compensation range for this role is $23.48 to $26.09 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

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