What are the responsibilities and job description for the Customer Navigation Agent position at Stanford Health Care?
1.0 FTE Full time Day - 08 Hour R2658732 Onsite 108610027 Admin Network of Care Contact Ctr Administrative Support NEWARK, 7600 Gateway Blvd, California
If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered.
Day - 08 Hour (United States of America)
This is a Stanford Health Care job.
A Brief Overview
Customer Navigation Agents are responsible for providing customer service to patients and their families over the phone. They respond to a wide variety of customer & patient questions either directly or through referral to the appropriate party. Responsibilities may include: confirming appointments, asking questions and gaining access to services and organizations, navigation assistance, responding to patient complaints, and providing assistance to families.
Locations
Stanford Health Care
What You Will Do
SHC Commitment to Providing an Exceptional Patient & Family Experience
Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.
You will do this by executing against our three experience pillars, from the patient and family’s perspective:
Base Pay Scale: Generally starting at $26.19 - $29.48 per hour
The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.
If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered.
Day - 08 Hour (United States of America)
This is a Stanford Health Care job.
A Brief Overview
Customer Navigation Agents are responsible for providing customer service to patients and their families over the phone. They respond to a wide variety of customer & patient questions either directly or through referral to the appropriate party. Responsibilities may include: confirming appointments, asking questions and gaining access to services and organizations, navigation assistance, responding to patient complaints, and providing assistance to families.
Locations
Stanford Health Care
What You Will Do
- Responds to incoming calls from patients and visitors; provides clear and concise verbal and written instructions; offers them assistance in locating services, facilities or patients; verifies/confirms time and place of patient appointments, provides directions to their eventual destination; contacts an interpreter/translator for guests who are not proficient in English; refers guests to others as appropriate for more in-depth assistance.
- Provides information about campus shuttles, public transportation options, and parking at the SHC campuses.
- Communicates patient and guest concerns to appropriate department for facilitation, and records summary when applicable.
- Facilitates scheduling of physician appointments through referral to the appropriate office; assists in navigating the Stanford Health Care system.
- Provides practical assistance and emotional support to patients, families, and staff as needed. Maintains sensitivity and confidentiality in all aspects of guest interaction.
- Responds to inquiries from patients, their relatives and/or referring physicians on services available at SHC, and provides accurate information in a timely fashion.
- Confirms appointments, asks questions and answers questions about gaining access to services and organizations.
- High school diploma or GED equivalent
- One (1) year in a customer-service position
- Basic PC Skills (Windows, Outlook, Excel, and Word)
- Strong communication, customer service, interpersonal skills and cross cultural competency
- Working knowledge of one or more of the following:
- Health Care Systems
- Conflict Resolution
- Professional Boundaries
- Understand how to link patients to diagnostic and follow up test/treatment
- PC skills (Windows, Outlook, Excel, and Word)
- Medical terminology knowledge a plus
- None
SHC Commitment to Providing an Exceptional Patient & Family Experience
Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.
You will do this by executing against our three experience pillars, from the patient and family’s perspective:
- Know Me: Anticipate my needs and status to deliver effective care
- Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
- Coordinate for Me: Own the complexity of my care through coordination
Base Pay Scale: Generally starting at $26.19 - $29.48 per hour
The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.
Salary : $26 - $29