Customer Navigator

Join a leading healthcare organization, partnering with Aquent Talent, dedicated to transforming the patient and family experience. Our mission is to provide compassionate, high-quality care, ensuring every individual feels supported, informed, and valued throughout their healthcare journey. We believe in creating a personal connection that fosters health, healing, and recovery, setting a high standard for patient-centered interactions.

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 role
• Be able to work the schedule of Monday - Friday, 11:30 AM - 8:00 PM

We are seeking an empathetic and proactive individual to step into the vital role of **Customer Navigator**. This isn't just a job; it's an opportunity to be the guiding light for patients and their families, making a profound impact on their experience from the moment they step through our doors. As a Customer Navigator, you'll be the primary point of contact, a trusted liaison, and a compassionate concierge, ensuring seamless access to care and unwavering support. Your dedication will directly contribute to our commitment to exceptional patient care, helping us to anticipate needs, guide actions, and coordinate complex care with ease.

**What You'll Do:**

As a Customer Navigator, you will be at the forefront of patient experience, providing essential support and guidance. Your contributions will be critical in ensuring patients and their families feel heard, understood, and expertly navigated through our healthcare system. You will:

* Provide exceptional customer service to patients, their families, and visitors, acting as their personal connection to our facilities.

* Serve as the primary point of contact, offering amenities and assistance, and responding to inquiries about available services.

* Greet patients and guests, providing clear verbal and written instructions, offering navigation assistance, and escorting them to their destinations.

* Facilitate seamless patient journeys by scheduling and managing appointments, answering questions about accessing services, and assisting with care navigation within our healthcare system.

* Offer practical assistance and emotional support, maintaining the highest standards of sensitivity and confidentiality.

* Communicate patient and guest concerns to appropriate departments, ensuring timely resolution and follow-up.

* Assist with transportation information, including details on campus shuttles.

* Provide guidance and support to a team of volunteers, fostering a collaborative environment focused on patient well-being.

* Respond calmly and effectively to challenging situations, including agitated individuals or emergencies, coordinating with healthcare providers and security as needed.

* Act as a non-clinical liaison, offering concierge services such as information on community resources, hotels, and transportation.

* Perform various related and incidental duties to support an outstanding patient experience, including wayfinding, delivery of guest services' amenities, courtesy visits, and managing site-specific navigation needs across various departments and entrances.

**Must-Have 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 patient navigation certification program OR

* 2+ years of experience in a customer service role within a non-healthcare industry (e.g., hospitality, public relations, banking, concierge services).

**Skills & Abilities:**

* Proficiency in basic PC skills, including word processing and spreadsheet applications.

* Excellent communication, customer service, and interpersonal skills, with strong cross-cultural competency.

* Working knowledge of patient database systems.

* Demonstrated ability to adjust communication style to meet the needs and understanding of diverse individuals.

* Proven ability to maintain composure and apply sound judgment in high-volume and stressful situations.

* Strong problem-solving skills, with the ability to identify effective solutions.

* Ability to speak and write effectively at a professional level.

* Knowledge of computer systems and software relevant to the functional area.

* Familiarity with the location of services within our facilities and local geography, or the ability to quickly become proficient.

* Working knowledge of healthcare systems, conflict resolution, and professional boundaries.

* Understanding of how to connect patients to diagnostic and follow-up tests/treatments.

* Strong medical terminology knowledge.

* Ability to maintain confidentiality of sensitive information.

The target hiring compensation range for this role is $23.48 to $26.09 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

**About Aquent Talent:**

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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