Intake and Triage Specialist

University of California San Francisco•San Francisco, CA

5d•Remote

About The Position

The Triage & Intake Center (TIC) Specialist serves as the public-facing representative of the Patient Relations Department and plays a critical role in supporting patients, families, staff, and providers across UCSF Health. This role is responsible for receiving, documenting, and triaging patient feedback—including complaints, grievances, compliments, and requests for assistance—while ensuring patient rights are upheld and concerns are addressed with professionalism, neutrality, and compassion. The TIC Specialist works closely with Patient Relations leadership and Mediation & Support Specialists to route cases appropriately, resolve simple concerns independently, and escalate complex or urgent matters when necessary. This position requires strong judgment, emotional intelligence, and the ability to de-escalate stressful situations in a fast-paced healthcare environment.

Requirements

EPIC experience
4+ years of relevant experience in a healthcare setting with direct patient contact
Excellent customer service and interpersonal communication skills
Strong active listening and de-escalation abilities
Proven ability to exercise sound judgment and maintain confidentiality
Ability to manage multiple priorities in a fast-paced environment
Strong problem-solving, critical thinking, and organizational skills
Ability to work collaboratively and support team-based goals
Knowledge of Patient Relations functions and healthcare operations
Familiarity with medical center or UC policies and processes
Working knowledge of computer applications and database systems

Nice To Haves

Bachelor’s degree in a related field and/or equivalent experience or training preferred

Responsibilities

Patient Feedback Intake & Triage Receive and process patient feedback in person, by phone, email, and written correspondence
Accurately document complaints, grievances, compliments, and inquiries in the Patient Relations database
Triage cases to Mediation & Support Specialists or resolve simple issues independently
Communicate with patients, families, physicians, and staff to support issue resolution
Forward appropriate concerns to relevant departments and follow up as needed
Promote quality and safety improvement efforts to prevent recurring issues Patient Rights & Regulatory Compliance
Uphold patient rights and confidentiality at all times
Demonstrate knowledge of applicable regulations (e.g., HIPAA, CMS, TJC)
Support education and compliance related to patient rights, cultural competency, ethics, and accessibility Customer Service & Collaboration
Represent Patient Relations with professionalism and empathy
De-escalate emotionally charged or difficult interactions
Collaborate with internal partners including Security, Threat Management, and leadership when safety concerns arise
Support a positive team environment and assist with orienting or training new staff as needed Continuous Improvement
Participate in departmental meetings and improvement initiatives
Contribute ideas to enhance workflows, communication, and patient experience