Guest Service Agent

Employment Duration: 3 months (w/ potential for extension) 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. N/A 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. About UCSF The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells. Pride Values UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values. In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available here. Join us to find a rewarding career contributing to improving healthcare worldwide. Equal Employment Opportunity The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law. Salary Information The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. To learn more about the benefits of working at UCSF, including total compensation, please visit: 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.