Campus Navigators

Working title: Campus Navigator

Position #(s):

Classification title: Campus Navigator

Division: Admin

Program: Integration & Risk

Reports to: Campus Navigator and Safety Manager

FLSA status: Non-Exempt: Full-Time

Schedule: Monday-Friday

Wage Range: $20.32 to $25.35 hourly; depending on number of years of transferrable experience and internal equity

RiverStone Health:

Serving the Yellowstone County community and south-central Montana for nearly 50 years RiverStone Health is an essential provider of personal and public health services. Health Education Leadership and Protection HELPis what we do. From medical dental and behavioral healthcare; home care and hospice; public health services like immunizations WIC health promotion and restaurant inspections; and educating the next generation of health professionals our expertise spans all ages and stages of life.

Underlying principles of access affordability compassion and quality in all interactions RiverStone Health improves life health and safety for all of the communities we serve. Foremost we are committed to creating a sense of belonging and engagement that respects the intrinsic value of every member of our team and the community we serve.

Job Summary:

The Campus Navigator promotes safety through exceptional and proactive customer service. This position listens to client needs and assists them in a manner that helps eliminate frustration and reduce safety incidents.

Essential Functions/Major Duties and Responsibilities:

A. Campus Navigator Services 50%

• Addresses client needs and problems in a courteous confident manner using strong and genuine customer focus at all times.

• Acts as an interface between RiverStone Health services and clients/visitors by presenting a professional positive and helpful image at the initial point of contact.

• Contacts/interacts with contracted Security agency and/or local authorities when necessary.

• Maintains proactive communication with immediate supervisor and co-workers to prevent or circumvent work problems.

• Adheres to RiverStone Health policies and procedures maintaining safety standards to ensure a positive experience for clients and team.

• Promotes continuous improvement to enhance the client experience.

• Strives to be a visible resource around campus areas such as public facing entrances lobby areas and restrooms.

• Prioritizes respect and maintains privacy and dignity of clients ensuring confidentiality.

• Attends staff meetings.

B. Safety Services 45%

• Promotes a culture of safety within RiverStone Health.

• Observes and identifies potential hazards and works with the Risk Management team to mitigate them.

• Communicates security status updates and actual or potential problems using established procedures.

• Documents safety incident details.

• Participates in after-action reviews of safety and/or security incidents.

• Participates in mock exercises.

• Works cooperatively with community safety and security partners such as local law enforcement fire and other emergency response agencies.

• Responds (or directs a staff person to respond) to requests for safety assistance.

• Monitors public areas of buildings and parking lots to proactively reduce the threat of safety incidents.

Non-Essential Functions/Other duties as assigned 5%

• Perform other duties as assigned in support of RiverStones mission and goals.

Education and Experience:

Minimum Qualifications

• High school diploma or equivalent

• Any combination of two years of experience in customer service security and/or safety

• Any combination of experience and training which provide the equivalent scope of knowledge skills and abilities necessary to perform the work.

Preferred Qualifications:

• De-escalation training

• Formal customer experience training

• Trauma-informed care training

Required Certificates Licenses Registrations:

• ICSor ability to obtain within 60 days of hire

Knowledge Skills and Abilities:

• Computer literacy in Microsoft Office Suite.

• Knowledge of modern office procedures practices and equipment.

• Ability to maintain a calm and positive demeanor during difficult client interactions.

• Ability to handle multiple tasks concurrently.

• Ability to display non-judgmental and empathetic listening skills.

• High degree of detail-oriented skill level.

• Knowledge and understanding of protected health information (PHI) as it relates to HIPAA and confidentiality.

• Ability to work collaboratively and maintain a positive work environment.

• Ability to communicate clearly and effectively with supervisors co-workers and customers.

• Ability to prioritize and perform a wide range of tasks under pressure of continuous interruptions.

• Ability to perform job duties with integrity and innovation to ensure completion and a high level of quality.

• Ability to understand and adhere to required administrative policies and procedures.

Customer Service Excellence:

• Doing things right the first time

• Making people feel welcome

• Showing respect for each customer

• Anticipating customer needs and concerns

• Keeping customers informed

• Helping and going the extra mile

• Responding quickly

• Protecting privacy and confidentiality

• Demonstrating proper telephone etiquette

• Taking responsibility for handling complaints

• Being professional

• Taking ownership of your attitude toward Service Excellence.

Physical Demands and Working Conditions:

• Ability to handle high-stress situations.

• Availability outside of normal business hours to help address safety situations.

• Ability to lift 40 pounds on a regular basis.

• Requires frequent standing and walking indoors and outdoors.

• Create and maintain a safe/secure working environment by adhering to safety security and health requirements. Integrates injury illness and loss prevention into job activities by attending any necessary training and implementing best practices.

Freedom to Act & Decision Making:

• Autonomy to establish schedules based on needs and recommend processes that reduce safety incidents.

• Authority to take incident command responsibilities as appropriate.

• Work is structured by policies procedures and regulations.

• Encouraged to identify needs and act appropriately to address immediate needs and work with leadership to improve experiences for staff and clients.

• Decisions directly affect the risk profile of RiverStone Health as well as the safety and quality of the services provided to the public.

Communications & Networking:

• Daily written and verbal communication with clients co-workers leadership and staff.

• Work directly with other team members to provide quality customer service for patients and clients.

• Establish relationships with local law enforcement fire and emergency responders.