Guest Services Liaison Lead - 133267
Job Description
#133267 Guest Services Liaison Lead
Filing Deadline: Wed 12/4/2024UC 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 is a UC San Diego Internal Recruitment open to UCSD and UCSD Health System Staff Only
UCSD Layoff from Career Appointment: Apply by 12/3/24 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 12/4/24. Eligible Special Selection clients should contact their Disability Counselor for assistance.
DESCRIPTION
The Guest Services Lead is an integral part of the Guest Services team at UC San Diego Health, responding to patient and guests’ needs, requests and concerns. The Guest Services Lead is knowledgeable about patient experience practices and will partner with the Guest Services team to create a welcoming environment for patients and visitors.
Duties include:
* Updating and publishing departmental team schedule* Training and onboarding new team members * Assisting with escalations from team members and providing immediate support for patient experience concerns* Participating in departmental improvement initiatives * Identifying the appropriate course of action for a patient or guest and applying patient experience best practices* Utilizing software databases and functions to assist patients and guests with critical information to their visit* Fostering relationships with UC San Diego Health team members* Providing regular updates to Guest Services leadership team regarding concerns impacting the patient experience
MINIMUM QUALIFICATIONS:
Nine (9) years of related experience, education/training with complaints and grievance process in complex health care organization, OR a Bachelor’s degree in a related area plus five (5) years of related experience/training.
Thorough knowledge of Patient Relations techniques and procedures. Ability to apply knowledge and skills to recommend improvement to the patient relations process.
Ability to maintain a professional attitude during interaction with a wide variety of personalities in demanding situations. Ability to establish and maintain cooperative working relationships with patients, guests, and team members.
Strong communication skills (verbal and written) needed to interact professionally and effectively in the work environment, as well as effectively and accurately document processes and procedures.
Excellent organizational and time management skills, with the ability to adapt to changing priorities, manage numerous diverse projects simultaneously, meet deadlines, and apply creativity (originality) in problem-solving.
High degree of computer literacy and competence in the use of Microsoft Word, Excel, PowerPoint, and Outlook.
Ability to use discretion and maintain confidentiality.
SPECIAL CONDITIONS
- 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: $75,257 - $109,633 (will be prorated if the appointment percentage is less than 100%)
Hourly Equivalent: $36.04 - $52.51
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 is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.
For the University of California’s Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20
For the University of California’s Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination
UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.
UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.
Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.
a. "Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:
Application Instructions
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