Guest Services Screener

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:

• Guest Screening Services Representatives will have responsibility for screening patients and visitors, actively greeting and creating a welcoming atmosphere for them at UCSF Health entrances.

  • This includes verifying patient and/or visitor has completed electronic health screening, or performing in-person health question screening if electronic screening if electronic screening has not been completed.

  • They will also need to check the approved visitor list within APeX to verify clearance, and check-in the patient or visitor by matching their ID to the visitor list.

  • They will also dispense surgical masks and ask the patient or guest to use hand gel.

• They will provide cross coverage for Guest Screening Services team at all UCSF Health locations, as scheduled and/or to meet operational needs, to include coverage for employee breaks, lunch time coverage, staff vacations and illness related absences.

  • This will at times require working variable hours, some evenings, weekends and holiday shifts as needed.

• The Guest Screening Services Representative will share responsibility for badging patients and visitors with the Security Department.

  • Guest Screening Services will perform badge duties during the hours of their shifts at all locations where the badging system has been implemented.

  • The Security Department will perform badging duties after-hours when the Guest Screening Services team is not onsite, and will also support the Guest Screening Services team during regular business hours as needed.

• Guest Services Screening Representatives will become experts in using the necessary UCSF Health resources to assist patients, staff and guests, such as the APEX patient database, Provider Directories, Employee location directories, and other applicable databases.

• Address needs in public areas, mindful of safety, appearance and service, communicating needs to Guest Screening Services Representatives leadership as necessary.

• Facilitate patients and guests to their destination.

• They will have responsibility to greet, round, survey and assist as needed in waiting areas as directed by leadership.

• They will have responsibility for trouble shooting customer service challenges and to resolve customer service issues for the best possible outcomes for the people we serve.

• Models UCSF PRIDE values.

• Communicates clearly and effectively.

• At times this will include pushing guests in a wheelchair as needed, and using UCSF training for safely moving patients and guests.

  • If lift equipment is needed, they will follow established procedures to arrange safe movement with the Transport Department.

• Is knowledgeable about patient and medical services at UCSF Health and answers general questions about them.

• They will also provide information about local hotels, restaurants and other community resources.

• They will also provide curbside assistance to patients and visitors in and out of vehicles and provide them with transportation connections through available resources as needed

The final salary and offer components are subject to additional approvals based on UC policy.

To see the salary range for this position (we recommend that you make a note of the job code and use that to look up): TCS Non-Academic Titles Search (https://tcs.ucop.edu/non-academic-titles)

Please note: An offer will take into consideration the experience of the final candidate AND the current salary level of individuals working at UCSF in a similar role.

For roles covered by a bargaining unit agreement, there will be specific rules about where a new hire would be placed on the range.

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

• This position requires flexibility to orient and work at all UCSF Medical Center locations.

• Ability to use sound judgment in responding to issues and concerns.

• Solid communication and interpersonal skills to communicate effectively with all levels of staff verbally and in writing.

• Solid organizational skills and ability to multi-task with demanding timeframes.

• Working knowledge of common organization-specific and other computer application programs.

• Ability to use discretion and maintain confidentiality.

• Flexibility to orient and work at all UCSF Health locations.

• Able 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, problem solving positive attitude.

• Must choose to remain positive and support department and hospital leadership and initiatives.

• Demonstrated ability to use high-level discretion and maintain a high level of confidentiality.

• Demonstrated skills in problem identification and escalation with good judgment to prevent errors, delays, or waste.

• At least 2 years of related experience, preferably in a healthcare setting.

• Strong skills in data analysis, project management, facilitating group work, and working in a hospital environment with systems improvement

• Ability to effectively communicate information both verbally and in writing, and to produce reports, documentation, and instructions

• Bachelor's degree in related area and / or equivalent experience / training