Customer Navigator

Overview

Placement Type:

Temporary

Salary

$28-30 Hourly

Start Date:

Oct 19, 2026

Duration:

up to 6/1/2027

Aquent is partnering with a leading healthcare organization dedicated to providing exceptional patient care and innovative health solutions. This organization is at the forefront of medical excellence, committed to fostering a supportive and healing environment for every individual. We are seeking a dynamic and empathetic individual to join their team as a Customer Navigator, a pivotal role where you will make a tangible difference in the lives of patients and their families. Your ability to connect, guide, and support will directly enhance the patient journey, ensuring a seamless and compassionate experience from arrival to departure. This is an incredible opportunity to be the welcoming face and guiding hand within a world-class healthcare setting, impacting patient satisfaction and contributing to a culture of care and excellence.

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 position
• Be able to work either of the following schedules:
• Monday – Friday, 11:30 AM – 8:00 PM (position goes until 1/1/2027)
• Monday – Friday, 4:30 AM – 1:00 PM (position goes until 6/1/2027)

About the Role

As a Customer Navigator, you will be the heart of the patient experience, providing essential support and creating a personal connection for patients, their families, and visitors. This role offers a unique opportunity to grow within a structured career ladder, with levels distinguished by increasing complexity, autonomy, and leadership responsibilities, including guiding volunteers. You will play a crucial role in ensuring every individual feels supported, informed, and valued, contributing directly to the organization’s mission of delivering outstanding patient-centered care.

What You’ll Do

• Serve as the primary point of contact for patients, acting as a non-clinical liaison and concierge throughout their healthcare journey.
• Provide exceptional customer service on-site and over the phone, offering amenities and assistance to patients, families, and visitors.
• Approach and greet individuals entering healthcare facilities, offering clear verbal and written instructions and assistance in locating services or individuals.
• Verify and confirm patient appointment times and locations, providing directions and/or escorting guests to their destinations.
• Arrange for interpreter/translator services for guests not proficient in English and refer individuals to appropriate staff for in-depth assistance.
• Assist with information regarding transportation options to and from healthcare facilities.
• Communicate patient and guest concerns to the appropriate departments for resolution and record summaries when applicable.
• Facilitate the scheduling of physician appointments and care during in-patient and out-patient stays, assisting in navigating the healthcare system.
• Provide practical assistance and emotional support to patients, families, and staff, maintaining sensitivity and confidentiality.
• Respond immediately and appropriately to injured persons or agitated individuals/situations within the facility environment, contacting healthcare providers or security as needed.
• Respond to inquiries from patients, their relatives, and referring physicians regarding available services, providing accurate information in a timely fashion.
• Schedule and manage appointments, answer questions, and provide guidance on accessing services and organizations.
• Provide wayfinding assistance throughout the facilities.
• Offer concierge services, including information on community resources, accommodations, and local transportation.
• Deliver guest services’ amenities and conduct courtesy visits.
• Manage specific navigation needs across various facility areas, collaborating with leadership to enhance the patient experience.
• Adhere to all industry standards and regulations, including sensitivity to cultural diversity, patient care, patient rights, ethical treatment, safety, and security.
• Execute world-class practices of service and patient care in support of patient-centered care standards, utilizing established communication frameworks.

What You’ll 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

• Excellent communication, customer service, and interpersonal skills, with strong cross-cultural competency.
• Ability to adjust communications to fit the needs and level of understanding of the receiver.
• Demonstrated customer service skills in interactions with all patients, families, and staff, including high-volume and stressful situations.
• Ability to maintain confidentiality of sensitive information.
• Ability to remain calm under pressure and apply sound judgment.
• Strong problem-solving skills and ability to identify solutions.
• Ability to speak and write effectively at a level appropriate for the job.
• Working knowledge of healthcare systems, conflict resolution, and professional boundaries.
• Understanding of how to link patients to diagnostic and follow-up tests/treatment.
• Strong medical terminology knowledge.
• Knowledge of the location of services provided by healthcare facilities (or ability to quickly become familiar) to assist guests with directions and/or transport, including local geography.

Technical Proficiency

• Basic PC skills, including proficiency in Windows, Excel, and Word.
• Working knowledge of EPIC or other patient database systems.

Certifications

• None required.