Guest Screening Services Representative

Employment Duration: 3 months (w/ potential for extension)

Location: BCH Oakland

Under the direction of Guest Screening Services leadership, the Guest Screening Services Representative ensures guest screening services are effectively delivered to patients and visitors at UCSF Health. This role is responsible for creating a welcoming environment at UCSF Health entrances by greeting, screening, checking in, and badging patients and visitors, as well as providing support in waiting and public areas. Representatives troubleshoot and resolve customer service challenges to achieve the best possible outcomes for the people we serve, while modeling UCSF Health values and PRIDE behaviors.

Key Responsibilities

• Screen patients and visitors at UCSF Health entrances, actively greeting them and creating a welcoming atmosphere.
• Verify that patients and/or visitors have completed electronic health screening or conduct in-person health screening when electronic screening has not been completed.
• Check approved visitor lists within APeX to verify clearance and check in patients and visitors by matching identification to the visitor list.
• Dispense surgical masks and request that patients and guests use hand gel.
• Provide cross-coverage for Guest Screening Services at all UCSF Health locations, including coverage for employee breaks, lunch periods, vacations, and illness-related absences.
• Work variable hours as needed, including evenings, weekends, and holidays to meet operational needs.
• Share responsibility for patient and visitor badging with the Security Department.
• Perform badging duties during assigned shifts at locations where the badging system has been implemented.
• Utilize UCSF Health resources and systems, including the APeX patient database, provider directories, employee location directories, and other applicable databases to assist patients, staff, and guests.
• Address needs in public areas with attention to safety, appearance, and service, communicating concerns to Guest Screening Services leadership as appropriate.
• Facilitate and guide patients and guests to their destinations.
• Greet, round on, survey, and assist individuals in waiting areas as directed by leadership.
• Troubleshoot customer service challenges and resolve issues to achieve the best possible outcomes for patients, visitors, and guests.
• Model UCSF PRIDE values.
• Communicate clearly and effectively.
• Assist guests in wheelchairs as needed, following UCSF training and procedures for safe patient and guest movement.
• Coordinate with the Transport Department when lift equipment or specialized transport assistance is required.
• Maintain knowledge of UCSF Health patient care and medical services and answer general questions regarding available services.
• Provide information regarding local hotels, restaurants, and other community resources.
• Provide curbside assistance to patients and visitors entering and exiting vehicles and connect them with available transportation resources as needed.

Required Qualifications

• Flexibility to orient and work at all UCSF Medical Center and UCSF Health locations.
• Ability to use sound judgment in responding to issues and concerns.
• Solid communication and interpersonal skills with the ability to communicate effectively with all levels of staff, both verbally and in writing.
• Solid organizational skills and the ability to manage multiple tasks within demanding timeframes.
• Working knowledge of organization-specific and common computer application programs.
• Ability to use discretion and maintain confidentiality.
• Ability to provide wheelchair and walking escort services for patients.
• Ability to tolerate exposure to patients with various outward manifestations of illness or injury.
• Strong decision-making and problem-solving skills with a positive attitude.
• Commitment to supporting department and hospital leadership and initiatives.
• Demonstrated ability to exercise a high level of discretion and maintain confidentiality.
• Demonstrated skills in identifying issues and escalating concerns appropriately, using sound judgment to prevent errors, delays, or waste.
At least 2 years of related experience, preferably in a healthcare setting.

Preferred Qualifications

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