Customer Navigator

Aquent is proud to partner with a leading healthcare institution dedicated to providing world-class patient care and innovative medical solutions. This organization is at the forefront of healthcare delivery, committed to enhancing the patient experience through compassionate service and cutting-edge approaches. Join a team where your dedication directly contributes to a supportive and healing environment for patients and their families.

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, Tuesday, and Friday: 3:30 PM - 12:00 AM

Are you passionate about making a tangible difference in people's lives? We are seeking an empathetic and proactive individual to join a dynamic team, serving as the crucial first point of contact and ongoing support for patients and their families. In this vital role, you won't just be guiding individuals through a complex system; you'll be a beacon of comfort, clarity, and personalized assistance, directly impacting their journey to health and well-being. Your ability to connect, anticipate needs, and resolve challenges will be central to creating an exceptional experience for every person who walks through the doors or calls for support.

**Key Responsibilities & Impact:**

As a cornerstone of patient support, you will:

* Serve as the primary point of contact, offering exceptional customer service and personalized assistance to patients, their families, and visitors both on-site and over the phone.

* Act as a non-clinical liaison, concierge, and guide, anticipating and addressing patient needs before, during, and after their interactions with medical facilities.

* Warmly greet and welcome individuals, providing clear verbal and written instructions, verifying appointments, and offering navigation assistance or escort services to their destinations.

* Facilitate seamless access to care by scheduling and managing appointments, answering questions about services, and helping patients navigate the broader healthcare system.

* Provide practical assistance and emotional support, maintaining sensitivity and confidentiality in all interactions.

* Communicate patient and guest concerns to appropriate departments for swift resolution, ensuring a responsive and caring environment.

* Assist with transportation information, including details about campus shuttles and other resources.

* Respond promptly and appropriately to urgent situations, such as injured persons or agitated individuals, coordinating with healthcare providers and security as needed.

* Provide guidance and support to volunteers, fostering a collaborative and service-oriented team atmosphere.

* Proactively address inquiries from patients, their relatives, and referring physicians, delivering accurate and timely information about available services.

* Contribute to an environment of continuous improvement, working collaboratively with leadership to enhance the patient experience across various service points.

**Must-Have Qualifications:**

* High school diploma or GED equivalent.

* Minimum of 1 year of experience working in a healthcare setting (e.g., hospital, medical office, nursing facility) OR completion of a patient navigation certification program OR 2+ years of customer service experience in a non-healthcare industry (e.g., hospitality, public relations, banking, concierge services).

* Proficiency in basic PC skills, including Windows, Excel, and Word.

* Demonstrated strong communication, interpersonal, and customer service skills, with a high degree of cross-cultural competency.

* Working knowledge of patient database systems.

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

* Proven ability to maintain confidentiality of sensitive information.

* Capacity to remain calm under pressure and exercise sound judgment in challenging situations.

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

* Excellent verbal and written communication skills appropriate for a professional healthcare environment.

* Knowledge of the location of services provided by hospitals and clinics (or the ability to quickly become familiar) to effectively assist guests with directions and information.

**Nice-to-Have Qualifications:**

* Working knowledge of healthcare systems and processes.

* Experience with conflict resolution techniques.

* Understanding of professional boundaries in a patient care setting.

* Ability to link patients to diagnostic and follow-up tests/treatments.

* Strong medical terminology knowledge.

* Experience with wayfinding and concierge services, including providing information on community resources, hotels, and transportation.

* Familiarity with delivering guest services amenities and conducting courtesy visits.

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.