Customer Navigator [AQ-22992]

Aquent; Palo Alto (CA); On-site; USD 30,000 - 47,000; Full time

Job summary

Aquent is partnering with a leading healthcare organization to hire a Customer Navigator in Palo Alto, CA. You will be the welcoming face, guiding patients and visitors through their healthcare journey with compassion and clarity.

Responsibilities include coordinating appointments, arranging interpreter services, and guiding guests across facilities, while maintaining confidentiality and offering practical support to families and staff.

Qualifications

• High school diploma or GED required.
• 1+ year healthcare setting experience or navigation certification.
• 2+ years of customer service in a non-healthcare industry.

Responsibilities

• Serve as primary contact for patients, acting as a non-clinical liaison and concierge.
• Provide on-site and phone assistance to patients, families, and visitors.
• Greet individuals entering facilities and guide to services with clear directions.
• Verify appointment times and locations and provide directions or escort guests.
• Arrange interpreter/translator services for non-English speakers.
• Assist with transportation options to and from facilities.
• Communicate patient concerns to appropriate departments and summarize when applicable.
• Schedule physician appointments and assist in navigating the healthcare system.
• Provide practical and emotional support while maintaining confidentiality.
• Respond to emergencies and coordinate with healthcare staff or security as needed.
• Answer inquiries with accurate information and guide to accessing services.

Skills

Communication

Customer service

Interpersonal skills

Confidentiality

Calm under pressure

Problem solving

Cross-cultural awareness

Healthcare terminology

Geography knowledge

Education

High school diploma or GED

Tools

EPIC

Excel

Word

Windows OS

Job description

Aquent is partnering with a leading healthcare organization dedicated to providing exceptional patient care and innovative health solutions. This organization is at the forefront of medical excellence, committed to fostering a supportive and healing environment for every individual. We are seeking a dynamic and empathetic individual to join their team as a Customer Navigator, a pivotal role where you will make a tangible difference in the lives of patients and their families. Your ability to connect, guide, and support will directly enhance the patient journey, ensuring a seamless and compassionate experience from arrival to departure. This is an incredible opportunity to be the welcoming face and guiding hand within a world-class healthcare setting, impacting patient satisfaction and contributing to a culture of care and excellence.

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 position
• Be able to work either of the following schedules:
  • Monday – Friday, 11:30 AM – 8:00 PM (position goes until 1/1/2027)
  • Monday – Friday, 4:30 AM – 1:00 PM (position goes until 6/1/2027)

About The Role

As a Customer Navigator, you will be the heart of the patient experience, providing essential support and creating a personal connection for patients, their families, and visitors. This role offers a unique opportunity to grow within a structured career ladder, with levels distinguished by increasing complexity, autonomy, and leadership responsibilities, including guiding volunteers. You will play a crucial role in ensuring every individual feels supported, informed, and valued, contributing directly to the organization’s mission of delivering outstanding patient-centered care.

What You’ll Do

• Serve as the primary point of contact for patients, acting as a non-clinical liaison and concierge throughout their healthcare journey.
• Provide exceptional customer service on-site and over the phone, offering amenities and assistance to patients, families, and visitors.
• Approach and greet individuals entering healthcare facilities, offering clear verbal and written instructions and assistance in locating services or individuals.
• Verify and confirm patient appointment times and locations, providing directions and/or escorting guests to their destinations.
• Arrange for interpreter/translator services for guests not proficient in English and refer individuals to appropriate staff for in-depth assistance.
• Assist with information regarding transportation options to and from healthcare facilities.
• Communicate patient and guest concerns to the appropriate departments for resolution and record summaries when applicable.
• Facilitate the scheduling of physician appointments and care during in-patient and out-patient stays, assisting in navigating the healthcare system.
• Provide practical assistance and emotional support to patients, families, and staff, maintaining sensitivity and confidentiality.
• Respond immediately and appropriately to injured persons or agitated individuals/situations within the facility environment, contacting healthcare providers or security as needed.
• Respond to inquiries from patients, their relatives, and referring physicians regarding available services, providing accurate information in a timely fashion.
• Schedule and manage appointments, answer questions, and provide guidance on accessing services and organizations.
• Provide wayfinding assistance throughout the facilities.
• Offer concierge services, including information on community resources, accommodations, and local transportation.
• Deliver guest services’ amenities and conduct courtesy visits.
• Manage specific navigation needs across various facility areas, collaborating with leadership to enhance the patient experience.
• Adhere to all industry standards and regulations, including sensitivity to cultural diversity, patient care, patient rights, ethical treatment, safety, and security.
• Execute world-class practices of service and patient care in support of patient-centered care standards, utilizing established communication frameworks.

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

• Excellent communication, customer service, and interpersonal skills, with strong cross-cultural competency.
• Ability to adjust communications to fit the needs and level of understanding of the receiver.
• Demonstrated 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.
• Strong problem-solving skills and ability to identify solutions.
• Ability to speak and write effectively at a level appropriate for the job.
• Working knowledge of healthcare systems, conflict resolution, and professional boundaries.
• Understanding of how to link patients to diagnostic and follow-up tests/treatment.
• Strong medical terminology knowledge.
• Knowledge of the location of services provided by healthcare facilities (or ability to quickly become familiar) to assist guests with directions and/or transport, including local geography.

Technical Proficiency

• Basic PC skills, including proficiency in Windows, Excel, and Word.
• Working knowledge of EPIC or other patient database systems.

Certifications

• None required.