Guest Services Screener

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

Under the direction of Guest Screening Services leadership, the Guest Screening Services Representative’s primary focus is to ensure guest screening services are effectively delivered to patients and guests of UCSF Health. The position is responsible for greeting, screening, checking in, and badging patients and visitors. The representative will also round, survey, and assist as needed in waiting areas as directed by leadership.

Guest Screening Services Representatives are responsible for troubleshooting customer service challenges and resolving customer service issues for the best possible outcomes for the people we serve. At times, this includes escorting guests in a wheelchair to their destination 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.

The position requires the ability to perform and prioritize multiple tasks and work well with staff, patients, and families in a complex environment. Guest Screening Services Representatives will serve as trainers and models for screening, checking in, badging, customer service, and PRIDE values for everyone served. The representative may also represent the department and division at UCSF Health meetings as requested.

They are expected to exemplify UCSF Health values through demonstration of exceptional service and follow UCSF Health Policies and Procedures.

Key Responsibilities:

• Screen patients and visitors and actively greet them, creating a welcoming atmosphere at UCSF Health entrances.
• Verify that patients and/or visitors have completed electronic health screening, or perform in-person health question screening when electronic screening has not been completed.
• Check the approved visitor list within APeX to verify clearance.
• Check in patients and visitors by matching their identification to the visitor list.
• Dispense surgical masks and ask patients and guests to use hand gel.
• Provide cross-coverage for the Guest Screening Services team at all UCSF Health locations as scheduled and/or to meet operational needs, including employee breaks, lunch coverage, staff vacations, and illness-related absences.
• Work variable hours, including some evenings, weekends, and holiday shifts, as needed.
• Share responsibility for badging patients and visitors with the Security Department.
• Perform badge duties during assigned shifts at locations where the badging system has been implemented.
• Become knowledgeable in using UCSF Health resources to assist patients, staff, and guests, including the APeX patient database, provider directories, employee location directories, and other applicable databases.
• Address needs in public areas while being mindful of safety, appearance, and service, and communicate needs to Guest Screening Services leadership as necessary.
• Facilitate patients and guests to their destinations.
• Greet, round, survey, and assist patients and guests in waiting areas as directed by leadership.
• Troubleshoot customer service challenges and resolve customer service issues for the best possible outcomes for the people served.
• Model UCSF PRIDE values.
• Communicate clearly and effectively.
• Push guests in wheelchairs as needed and use UCSF training for safely moving patients and guests.
• Follow established procedures to arrange safe movement with the Transport Department when lift equipment is needed.
• Maintain knowledge of patient and medical services at UCSF Health and answer general questions about them.
• Provide information about local hotels, restaurants, and other community resources.
• Provide curbside assistance to patients and visitors in and out of vehicles and provide transportation connections through available resources as needed.
• Act as chaperone for medical providers as needed.
• Notify providers of patient delays and service issues.
• Advocate for patients by helping facilitate provider punctuality.
• Communicate provider delays to the front office team.
• Assist patients with issues and complaints utilizing conflict management skills.
• Share pertinent information and observations with other health team members.
• Complete referrals to other providers as ordered by the physician.
• Obtain authorizations from insurers for medications.
• Assist physician staff in writing and sending patient communications.
• Maintain clean, well-stocked exam rooms.
• Order and maintain supplies.
• Maintain lab equipment and supply standards as directed by nursing staff or the appropriate supervisor.
• Perform other related duties as needed.
• Perform other duties as assigned.

N/A

Required Qualifications:

• At least 2 years of related experience, preferably in a healthcare setting.
• 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 multitask with demanding timeframes.
• Flexibility to orient and work at all UCSF Health locations.
• 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.
• Ability 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.

Preferred Qualifications:

• Spanish speaking.