Customer Navigator

Schedule: Monday - Friday 4:30 a.m. - 1 p.m

Aquent is proud to partner with a leading healthcare organization dedicated to delivering exceptional patient and family experiences. This organization is at the forefront of providing world-class care, fostering an environment where every patient feels genuinely known, expertly guided, and deeply supported throughout their entire health journey. Their unwavering commitment to a patient-centered approach ensures that every interaction is built on compassion, respect, and clear communication, empowering individuals to focus fully on their health, healing, and recovery.

Are you a compassionate and proactive individual eager to make a profound difference in people's lives? Step into a pivotal role where you will serve as a personal guide and advocate for patients and their families, directly shaping their experience. This dynamic position places you at the very heart of patient care, ensuring seamless access, providing crucial support, and expertly navigating the complexities of the healthcare system. You will be instrumental in cultivating a welcoming and supportive environment, directly impacting patient comfort and well-being from their very first interaction, truly empowering them on their path to recovery.

What You Will Do

• Serve as the primary non-clinical liaison, concierge, and navigator for patients, offering comprehensive support and assistance before, during, and after their medical facility encounters.
• Provide exceptional customer service by warmly greeting patients, families, and visitors, offering clear verbal and written instructions, verifying appointments, and providing directions or escorts to ensure their needs are met with utmost care.
• Facilitate seamless 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 on-site transportation options.
• Communicate patient and guest concerns effectively to appropriate departments for efficient resolution and record summaries when applicable, ensuring every voice is heard.
• Facilitate the scheduling of physician appointments and care, expertly guiding patients through the intricacies of the healthcare system.
• Offer practical assistance and empathetic emotional support to patients, families, and staff, always maintaining the highest standards of 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 to ensure safety and well-being.
• Address inquiries from patients, their relatives, and referring physicians regarding available services, providing accurate and timely information with professionalism.
• Manage appointment scheduling efficiently and answer questions about accessing various services and organizations, simplifying the patient journey.
• Provide valuable guidance and oversight to volunteers, actively contributing to a positive and supportive team environment.
• Deliver comprehensive guest services amenities, including courtesy visits, and provide essential information on community resources, local accommodations, and transportation.
• Manage site-specific navigation needs, collaborating closely with leadership to continuously enhance the overall patient experience.
• Adhere to all regulatory requirements, including Joint Commission standards, and consistently uphold foundational patient-experience principles related to cultural diversity, patient rights, ethical treatment, safety, and teamwork.

What You Will Bring

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, including Windows, Excel, and Word.
• Excellent communication, customer service, and interpersonal skills, complemented by strong cross-cultural competency.
• Working knowledge of EPIC or other patient database systems.
• Working knowledge of healthcare systems, conflict resolution techniques, and professional boundaries.
• Ability to effectively link patients to diagnostic and follow-up tests/treatments.
• Strong medical terminology knowledge.
• Ability to adjust communications to fit the specific needs and understanding level of the receiver.
• Demonstrated customer service skills in high-volume and potentially stressful situations.
• Ability to maintain confidentiality of sensitive information with unwavering integrity.
• Ability to remain calm under pressure and apply sound judgment in critical moments.
• Strong problem-solving skills and the ability to proactively identify effective 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 transportation.