Customer Navigation Agent

Customer Navigation Agent

Customer Navigation Agents are responsible for providing customer service to patients and their families over the phone. They respond to a wide variety of customer & patient questions either directly or through referral to the appropriate party. Responsibilities may include: confirming appointments, asking questions and gaining access to services and organizations, navigation assistance, responding to patient complaints, and providing assistance to families.

Locations Stanford Health Care What you will do

• Responds to incoming calls from patients and visitors; 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 to their eventual destination; contacts an interpreter/translator for guests who are not proficient in English; refers guests to others as appropriate for more in-depth assistance.
• Provides information about campus shuttles, public transportation options, and parking at the SHC campuses.
• Communicates patient and guest concerns to appropriate department for facilitation, and records summary when applicable.
• Facilitates scheduling of physician appointments through referral to the appropriate office; assists in navigating the Stanford Health Care 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 to inquiries from patients, their relatives and/or referring physicians on services available at SHC, and provides accurate information in a timely fashion.
• Confirms appointments, asks questions and answers questions about gaining access to services and organizations.

Education Qualifications

• High school diploma or GED equivalent

Experience Qualifications

• One (1) year in a customer-service position

Required Knowledge, Skills and Abilities

• Basic PC Skills (Windows, Outlook, Excel, and Word)
• Strong communication, customer service, interpersonal skills and cross cultural competency
• 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
• PC skills (Windows, Outlook, Excel, and Word)
• Medical terminology knowledge a plus

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 $26.19 - $29.48 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.