Job Description

Payroll Title:
Guest Services
Hiring Pay Scale
$32.18 - 51.25 / Hour
East Campus Medical Center (Alvarado Road)
Appointment Type:
Limited Appointment
Appointment Percent:
Total Openings:
Work Schedule:
Days, 8 hour shifts, Monday - Friday

#127580 Experience Improvement Specialist

Extended Deadline: Mon 2/26/2024

UC San Diego values equity, diversity, and inclusion. If you are interested in being part of our team, possess the needed licensure and certifications, and feel that you have most of the qualifications and/or transferable skills for a job opening, we strongly encourage you to apply.

This position is a Limited position with the possibility of extension/career conversion.

Special Selection Applicants: Apply by 2/9/24. Eligible Special Selection clients should contact their Disability Counselor for assistance.


The selected candidate will serve within The Office of Experience Transformation as an Experience Improvement Specialist on the design and implementation of patient experience, guest experience, and team member experience. The Experience Improvement Specialist works collaboratively with team members from the Office of Experience Transformation as well as with team members from across the organization, including nurses, physicians, faculty, and team members to improve experience based on set strategic priorities.The Experience Improvement Specialist will use process improvement methodologies, tools, and principles to help design new ways of working to deliver exceptional experiences to patients, guests, and team members across the organization. The Experience Improvement Specialist will assist with project goal establishment and communication, as well as the development of action plans and timelines for completion of experience improvement projects. Additionally, the Experience Improvement Specialist will practice frequent rounding on patients to both keep an accurate pulse on the patient experience and areas for improvement as well as identify in-the-moment opportunities to perform any necessary service recovery to improve individual patients’ experiences. Using outstanding communication skills, the Experience Improvement Specialist ensures that patients, loved ones, and guests feel a warm, welcoming, helpful environment that is attentive to all of their needs.

This position has recently been accreted by Teamsters CX union, and will be a part of that union moving forward.


  • Nine (9) years of related experience, education/training in related area OR a Bachelor’s degree in related area plus Five (5) years of related experience/training in process improvement.

  • Advanced knowledge in patient satisfaction theory and industry best practices.

  • Ability to apply knowledge and skills to recommend improvements to processes that affect patient experience.

  • Excellent organizational and time management skills, with proven ability to adapt to changing priorities, manage numerous diverse projects simultaneously, meet deadlines and apply creativity and originality in problem-solving.

  • Demonstrated experience assessing patients’ concerns to quickly locate appropriate resources for resolution.

  • Demonstrated ability to analyze Voice of the Customer data to identify trends and opportunities.

  • Excellent oral and written communication skills, demonstrated in written communication, PowerPoint presentations, and delivering of presentations to a variety of audiences.

  • Advanced proficiency in PowerPoint, Excel, and Word.


  • Knowledge of Medical Terminology.
  • Bilingual English/Spanish.
  • Familiarity with process improvement and change management.
  • Certification in Lean Six Sigma Process Improvement.
  • Healthcare experience


  • Must be able to work various hours and locations based on business needs.
  • Employment is subject to a criminal background check and pre-employment physical.

Pay Transparency Act

Annual Full Pay Range: Unclassified - No data available (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: Unclassified - No data available

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).

If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

If applicable, life-support certifications (BLS, NRP, ACLS, etc.) must include hands-on practice and in-person skills assessment; online-only certification is not acceptable.

UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, the only Burn Center in the county, and and dozens of outpatient clinics. We invite you to join our team!

Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

UC San Diego Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see:

UC San Diego is a smoke and tobacco free environment. Please visit for more information.

UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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