Job Description

Payroll Title:
Guest Services
Hiring Pay Scale
$82,500.00 - $135,400.00 / Yr
Hillcrest Medical Center
Appointment Type:
Appointment Percent:
Total Openings:
Work Schedule:
Days, 8 hour shifts, Monday - Friday

#128011 Manager, Guest Services

Extended Deadline: Wed 3/6/2024

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.

UCSD Layoff from Career Appointment: Apply by 2/8/24 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 2/20/24. Eligible Special Selection clients should contact their Disability Counselor for assistance.


The Guest Services team assists with patients and their loved ones with directions, information and guidance.

Under the direction of the Office of Experience leadership team, the Guest Services Manager provides support and communication to patients, guests and team members of UC San Diego Health. Responsible for the daily operations of the Guest Services program, including direct supervision of the Guest Services team members and services. The Guest Services team provides support for patients and their loved ones, assisting with wayfinding, problem solving, information and guidance. Ensures an exceptional service with the goal of creating memorable experiences for all stake holders.

The Guest Services Manager will:

  • Create team member schedules and ensure adequate staffing of all areas.
  • Analyze processes, create and implement plans to address improvement opportunities.
  • Provide monthly program updates.
  • Complete audits of Guest Services Liaison iReports and rounding tool.
  • Model a high level of professionalism, setting clear expectations for all team members.
  • Mentor and coach direct reports.
  • Build relationships with team members across the organization.
  • Track Service Recovery offerings.
  • Maintain program supplies.


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

  • Experience and proven success in supervising an administrative and/or para-technical team and to manage multiple competing priorities in a fast-paced, dynamic environment.

  • Strong problem solving skills. Ability to develop solutions and recommend changes.

  • Excellent ability to communicate effectively, both verbally and in writing

  • Proven organizational and time management skills, with ability to adapt to changing priorities, manage numerous diverse projects simultaneously, and meet deadlines.

  • 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.


  • Certification in Lean Six Sigma.
  • Experience in developing and providing employee trainings.
  • High degree of computer literacy and competence in the use of Microsoft Word, Excel, PowerPoint, Outlook.
  • Familiarity with UC San Diego Health and working knowledge of clinical, professional and ancillary departments.


  • 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: $82,500 - $151,500 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $39.51 - $72.56

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

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