Guest Services Representative

UCSF•San Francisco, CA

6d•$37 - $46•Onsite

About The Position

Under the direction of Guest Screening Services leadership, the Guest Services Representative ensures guest screening services are effectively delivered to UCSF Health patients and visitors. The representative greets, screens, checks in, and badges patients and visitors; rounds in waiting areas; and provides assistance as needed. The role resolves customer-service challenges, facilitates guests to their destinations, and models screening, check-in, badging, customer service, and UCSF PRIDE values. The representative may escort guests in wheelchairs and follows UCSF training and established procedures for safe movement, coordinating with the Transport Department when lift equipment is needed. The position requires working across UCSF Health locations according to operational needs, including providing coverage for breaks, vacations, and illness-related absences. Work may include variable hours, evenings, weekends, and holidays. Representatives use UCSF resources and databases to assist patients, staff, and guests, and may represent the department at UCSF Health meetings. The role also entails maintaining a safe, clean, and orderly environment; following privacy, confidentiality, security, safety, and infection-control policies; and demonstrating UCSF’s Professionalism, Respect, Integrity, Diversity, and Excellence (PRIDE) values in interactions with patients, families, colleagues, and others.

Requirements

At least 2 years of related experience; healthcare setting experience is preferred.
Flexibility to orient and work at all UCSF Health locations.
Ability to use sound judgment in responding to issues and concerns.
Solid verbal and written communication and interpersonal skills for communicating with all levels of staff.
Solid organizational skills and ability to multitask within demanding timeframes.
Working knowledge of common organization-specific and other computer application programs.
Ability to use discretion and maintain confidentiality.
Ability to provide wheelchair and walking escort service for patients.
Ability to tolerate exposure to patients with various outward manifestations of illness or injury.
Strong decision-making and problem-solving skills and a positive attitude.
Willingness to remain positive and support department and hospital leadership and initiatives.
Ability to identify and escalate problems using good judgment to prevent errors, delays, or waste.

Nice To Haves

Strong skills in data analysis, project management, facilitating group work, and working in a hospital environment with systems improvement.
Ability to communicate information effectively verbally and in writing and to produce reports, documentation, and instructions.
Bachelor’s degree in a related area and/or equivalent experience or training.

Responsibilities

Greet patients and visitors and create a welcoming atmosphere at UCSF Health entrances.
Verify electronic health screening completion or conduct in-person health screening questions when needed.
Check approved visitor lists in APeX, match identification to the visitor list, and check in patients and visitors.
Dispense surgical masks and ask patients and visitors to use hand gel.
Provide cross-coverage at UCSF Health locations, including coverage for breaks, lunch periods, vacations, and illness-related absences.
Share responsibility with the Security Department for badging patients and visitors during scheduled shifts at locations with badging systems.
Use UCSF resources and databases, including the APeX patient database and provider and employee directories, to assist patients, staff, and guests.
Address needs in public areas while attending to safety, appearance, and service; communicate needs to leadership as appropriate.
Greet, round, survey, and assist patients and guests in waiting areas as directed by leadership.
Troubleshoot and resolve customer-service issues and facilitate patients and guests to their destinations.
Provide wheelchair and walking escort assistance, including curbside assistance in and out of vehicles; follow UCSF safe-movement training and coordinate with the Transport Department when lift equipment is needed.
Answer general questions about UCSF Health patient and medical services and provide information about local hotels, restaurants, and community resources.
Help patients and visitors make transportation connections through available resources.
Model UCSF PRIDE values, service standards, and effective communication, and serve as a trainer and role model for screening, check-in, badging, and customer service.
Represent the department and division at UCSF Health meetings when requested.
Follow privacy, confidentiality, security, safety, and infection-control policies and procedures, including those related to protected health information.
Maintain neat, orderly, clutter-free work areas; follow cleaning processes; dispose of litter; report broken equipment and unsafe conditions; and protect facilities and equipment from damage or theft.
Support departmental quality metrics and organizational or departmental targets.
Perform other duties as assigned.