Customer Navigator

Overview

Posted: 02/06/2026
•

Employment Type:

Contract to Perm
• Industry: Healthcare
• Job Number:  
• Pay Rate: $30.00 / hour

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 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.

• Abide by Joint Commission requirements including cultural diversity, patient care, patients’ rights and ethical treatment, safety and security, emergency management, teamwork, respect for others, ongoing education and training, and adherence to safety and quality programs.
• Perform duties in accordance with the C-I-CARE Standards of the Hospital to support patient-centered interactions.
• Act as a non-clinical liaison/concierge/navigator for referred patients before, during, or after encounters with medical facilities.
• Greet patients, families, and visitors; provide clear and concise instructions; assist in locating services and patients; verify appointment times and locations; provide directions or escorts; refer guests to interpreters when needed.
• Assist with transportation information for guests to campus clinics and SHC facilities.
• Communicate patient and guest concerns to appropriate departments and record summaries when applicable.
• Facilitate scheduling of physician appointments and care during in-patient and out-patient stays; assist in navigating the Stanford healthcare system.
• Provide practical assistance and emotional support to patients, families, and staff; maintain confidentiality in all interactions.
• Respond to injured or escalating situations in the hospital entrance environment and coordinate with healthcare providers or security as needed.
• Respond to inquiries about services available at SUMC and provide accurate information in a timely fashion.
• Serve as the primary point of contact for patients throughout the service experience.
• Performs other related duties as needed or assigned.

• Education:
  
  High school diploma or GED equivalent.
• Experience:
  
  1+ years’ experience in a healthcare setting (e.g., hospital, medical/dental office, nursing facility) or completion of a navigation certification program; or 2+ years’ experience in customer service within a non-healthcare industry (hospitality, public relations, banking, concierge services, etc.).
• Basic PC skills (Windows, Excel, Word); good communication, customer service, interpersonal skills and cross-cultural competency; working knowledge of EPIC or other patient databases.
• Working knowledge of health care systems, conflict resolution, professional boundaries, linking patients to diagnostic and follow-up tests/treatment, and strong medical terminology knowledge.
• Ability to adjust communications to fit the needs of the receiver; maintain confidentiality; remain calm under pressure; solve problems; speak and write effectively; knowledge of hospital resources and local geography.
• Specialized tasks include way finding, concierge services, and navigation coordination across areas such as ED, SAU, ASC and specified entrances.

None

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

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

Ready to take your career to new heights?