Customer Navigator

Aquent's client is a leading healthcare organization dedicated to providing exceptional patient and family experiences. With a mission to deliver world-class care, this organization fosters an environment where patients feel known, guided, and supported through every step of their health journey. They are committed to a patient-centered approach, ensuring that every interaction is built on compassion, respect, and clear communication, empowering individuals to focus on their health, healing, and recovery.

Are you a compassionate and proactive individual passionate about making a tangible difference in people's lives? Join our client's team as a vital point of contact, where you will serve as a personal guide and advocate for patients and their families. This dynamic role is at the heart of the patient experience, ensuring seamless access to care, providing crucial support, and navigating the complexities of a healthcare system. You will be instrumental in creating a welcoming and supportive environment, directly impacting patient comfort and well-being from their first interaction.

What You Will Do

• Serve as the primary non-clinical liaison, concierge, and navigator for patients, offering support and assistance before, during, and after their medical facility encounters.
• Provide exceptional customer service by greeting patients, families, and visitors, offering clear verbal and written instructions, verifying appointments, and providing directions or escorts to ensure their needs are met.
• Facilitate access to services by contacting interpreters for non-English speaking guests and referring individuals to specialized representatives for in-depth assistance.
• Assist with transportation information, including details about campus shuttles.
• Communicate patient and guest concerns to appropriate departments for efficient resolution and record summaries when applicable.
• Facilitate the scheduling of physician appointments and care, guiding patients through the healthcare system.
• Offer practical assistance and emotional support to patients, families, and staff, always maintaining sensitivity and confidentiality.
• Respond immediately and appropriately to urgent situations, such as injured persons or agitated individuals, contacting healthcare providers and/or security as needed.
• Address inquiries from patients, their relatives, and referring physicians regarding available services, providing accurate and timely information.
• Manage appointment scheduling and answer questions about accessing various services and organizations.
• Provide guidance and oversight to volunteers, contributing to a supportive team environment.
• Deliver guest services amenities, including courtesy visits, and provide information on community resources, hotels, and transportation.
• Manage site-specific navigation needs, collaborating with leadership to enhance the overall patient experience.
• Adhere to all regulatory requirements, including Joint Commission standards, and uphold foundational patient-experience principles related to cultural diversity, patient rights, ethical treatment, safety, and teamwork.

Qualifications

• Education: High school diploma or GED equivalent.
• Experience:
  
  
  
  • 1+ years of experience working in a healthcare setting (e.g., hospital, medical/dental office, nursing facilities) OR
  • Completion of a navigation certification program OR
  • 2+ years of experience in customer service within a non-healthcare industry (e.g., hospitality, public relations, banking, concierge services).
  
  
  
  
• Skills & Abilities:
  
  
  
  • Proficiency in basic PC skills (Windows, Excel, Word).
  • Excellent communication, customer service, and interpersonal skills, with strong cross-cultural competency.
  • Working knowledge of EPIC or other patient database systems.
  • Working knowledge of healthcare systems, conflict resolution, and professional boundaries.
  • Ability to link patients to diagnostic and follow-up tests/treatments.
  • Strong medical terminology knowledge.
  • Ability to adjust communications to fit the needs and understanding level of the receiver.
  • Demonstrated customer service skills in high-volume and stressful situations.
  • Ability to maintain confidentiality of sensitive information.
  • Ability to remain calm under pressure and apply sound judgment.
  • Strong problem-solving skills and ability to identify solutions.
  • Ability to speak and write effectively at a level appropriate for the job.
  • Knowledge of computer systems and software used in the functional area.
  • Knowledge of facility services and local geography to assist guests with directions and transport.