Customer Navigator

Step into a pivotal role where your empathy and proactive support will directly shape the patient experience and elevate the standard of care. Aquent is proud to partner with a leading healthcare organization dedicated to delivering world-class care, fostering an environment where every patient and family feels genuinely known, expertly guided, and deeply supported throughout their entire health journey. In this vital position, you will be the compassionate heart of patient care, ensuring seamless access, providing crucial support, and expertly navigating the complexities of the healthcare system to empower individuals on their path to recovery.

About the Partner Company

Our client is a premier healthcare organization at the forefront of medical excellence and patient-centered care. They are dedicated to creating a welcoming, supportive environment where compassionate service meets clinical excellence. By partnering with Aquent, they are looking for dedicated professionals who share their commitment to elevating the patient experience and making a profound difference in people's lives every day.

The Opportunity

In this dynamic and deeply rewarding position, you will serve as a personal guide, advocate, and non-clinical liaison for patients and their families. From the moment they arrive, you will be instrumental in cultivating a warm, supportive, and seamless environment. You will guide guests through the complexities of the healthcare facility, coordinate essential services, and act as a reassuring presence during critical moments. Your daily contributions will directly impact patient comfort, streamline access to care, and ensure that every individual's voice is heard and valued.

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.
• 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

• High school diploma or GED equivalent.
• 1+ years of experience working in a healthcare setting (e.g., hospital, medical/dental office, nursing facilities) OR 2+ years of experience in customer service within a non-healthcare industry (e.g., hospitality, public relations, banking, concierge services).
• Proficiency in basic PC skills, including Windows, Excel, and Word.
• Excellent communication, customer service, and interpersonal skills, complemented by strong cross-cultural competency.
• 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.

Nice-to-Have Qualifications

• Completion of a navigation certification program.
• Working knowledge of EPIC or other patient database systems.
• Working knowledge of healthcare systems, conflict resolution techniques, and professional boundaries.