Job Description

Payroll Title:
Guest Services
Salary Range
Commensurate with Experience
La Jolla Medical Center
Appointment Type:
Appointment Percent:
Total Openings:
Work Schedule:
Days, 8 hr shifts, Monday - Friday

As a federally-funded institution, UC San Diego Health maintains a marijuana and drug free campus. New employees are subject to drug screening.

#119184 Experience Liaison

Initial Review Date: Thu 12/1/2022

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.

For the safety and well-being of the entire university community, the University of California requires, with few exceptions, that all students, faculty and staff be vaccinated against the COVID-19 virus and influenza before they will be allowed on campus or in a facility or office. For more information visit: Flu Vaccine Mandate / COVID Vaccine Policy

UCSD Layoff from Career Appointment: Apply by 10/05/22 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 10/17/22. Eligible Special Selection clients should contact their Disability Counselor for assistance.


The Experience Liaison is an integral part of the Guest Services team at UC San Diego Health, working independently to assist patients in navigating care and providing solutions. Primary responsibilities include proactively connecting with admitted patients and guests to answer questions, sharing information, educating patients on available hospital services, addressing overall concerns and creating a positive experience for patients, guests, and team members. This role serves as a conduit between the patient, family members and clinical team members, ensuring open communication as necessary. Using outstanding communication skills, the Experience Liaison ensures that patients, loved ones, and guests feel a warm, welcoming, helpful environment that is attentive to all of their needs.

Additional job functions include:

* Utilizing critical thinking and analytical skills to determine the appropriate course of action for a patient or guest.
* Recommending changes and developing and implementing solutions to improve the experience of patients, guests, and team members.
* Entering activities into the iReport database.
* Utilizing software databases and functions to assist patients and guests with critical information to their visit.
* Completing monthly reports including service recovery and rounding.
* Addressing complex patient issues and complaints to assist in increasing patient satisfaction.
* Collaborating with Patient Experience team members.
* Fostering relationships with UC San Diego Health team members.
* Serving as an Experience resource for UC San Diego Health team members.


  • Seven (7) years of related experience, education/training in navigating care and providing solutions to admitted patients OR a Bachelor’s degree in related area plus three (3) years of related experience/training in navigating care and providing solutions to admitted patients.

  • Working knowledge of Patient Relations concepts to perform essential functions efficiently and effectively.

  • Experience having direct patient interaction and providing patient education.

  • 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.

  • Strong communication skills (verbal and written) are required to interact professionally and effectively in the work environment and effectively and accurately document processes and procedures.


  • Experience working in an Emergency Department environment.
  • Knowledge of Medical Terminology.
  • Bilingual English/Spanish.
  • Familiarity with process improvement and change management.
  • Certification in Lean Six Sigma Process Improvement.
  • BART Training (will be required within 6 months of hire date)
  • Experience having direction patient interaction.


  • 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.

Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

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.

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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