Guest Relations Associate

This position serves as a non-clinical resource and liaison for patients and their families. Provides support, guidance and assistance for patients and families as they navigate through complex healthcare environments. Primary goals are to increase patient and guest satisfaction, provide identification badges at each patient and guest entry point, and to optimize care and outcomes. Acts as a communication liaison to understand patients’ and guests’ needs, desires, and concerns. Provides guidance about a broad range of services, amenities, and information to promote healing and ensure satisfaction with the patient and guest experience. Apply By Date 9/27/2026 by 11:59pm Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position 2 or more years of customer service experience in retail, restaurant, hotel, health care, or similar customer facing environment. Excellent interpersonal, verbal, and written communication skills to clearly and effectively interact with a diverse group of individuals to secure and/or provide information to clarify situations and resolve problems. Ability to respond to violent, aggressive, or disruptive patients and/or guests, and involve Public Safety Officer’s (PSO) or UC Davis Police Department (UCDPD) as appropriate. Demonstrated skills to build effective working relationships and work collaboratively. Ability to make quick and sound decisions based on individual situations to meet patient and guest needs. Ability to perform job tasks quickly, efficiently, accurately and with composure while under pressure; manage heavy or emergent workloads, with interruptions and potentially volatile situations. Working knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare/Medicaid regulations. Knowledge of data collection, compilation, and analytical techniques. Skills to comprehend and assess patient and guest complains to quickly locate appropriate resources for assistance. Working knowledge of the organization and ability to resolve complex patient and guest experience issues Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Preferred Qualifications Bachelor's degree in related area and/or equivalent experience/training Proficiency with health-related computer systems Knowledge of Medical terminology Key Responsibilities 90% - Patient Support Services 10% - Other Duties Department Overview The Guest Relations department was launched in May 2021 to provide a welcoming experience for patients and visitors who enter the hospital. Part of the Guest Relations role is to educate visitors about hospital visitation policies and ensure that they have been appropriately screened prior to entering the facility. The team is comprised of 31 Guest Relations Associates who staff the Pavilion lobby, Emergency Department, Ambulatory Care Center, and Tschannen Eye Institute, 365 days a year or during regular operating hours, respectively. In addition to checking in patients and visitors, the team makes deliveries, helps way find and escort throughout the facilities, and ensures a positive arrival and departure. The Guest Relations team also works to coordinate with families, discharge teams, patient transport teams and other units, about the needs of patients and visitors. POSITION INFORMATION Salary or Pay Range: $28.06 - $43.37 Salary Frequency: Hourly Salary Grade: 141 UC Job Title: PAT NAVGTR NON-CLIN 2 CX UC Job Code: 004468 Number of Positions:1 Appointment Type: Staff: Career Percentage of Time: 100% Shift (Work Schedule): Variable Location: Main Hospital (HSP001) Union Representation: CX-Clerical/Admin Benefits Eligible: Yes This position is 100% on-site Benefits Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility by visiting UCnet Benefits Page or Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees. High quality and low-cost medical plans to choose from to fit your family's needs UC pays for dental and vision coverage for you and your family Retirement plans for eligible employees including Pension and other Retirement Saving Plans Supplemental insurance offered including additional life, short/long term disability, pet insurance, legal coverage, accident, critical illness and hospital indemnity Pregnancy and Parental Leave, Family & Medical Leave, Adoption Assistance and Pay for Family Care and Bonding for eligible employees Lactation Support Program and Family Care discounts and resources Employee Well-being resources and programming to support thriving in all aspects of employee’s lives On-site Employee Assistance Program including access to free mental health services Generous amount of paid Holidays annually as outlined in the UC Policies or Collective Bargaining Agreements Paid Time Off/Vacation/Sick Time as outlined in the UC Policies or Collective Bargaining Agreements Continuing Education (CE) allowance and Staff Education Reimbursement Program for eligible employees Access to free professional development courses and learning opportunities for personal and professional growth Public Service Loan Forgiveness (PSLF) Qualified Employer and Student Loan Debt Counseling Program for eligible employees Physical Demands Standing - Frequent 3 to 6 Hours Walking - Frequent 3 to 6 Hours Sitting - Frequent 3 to 6 Hours Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours Pushing/Pulling 26-50 lbs - Occasional Up to 3 Hours Pushing/Pulling over 50 lbs - Occasional Up to 3 Hours Bending/Stooping - Occasional Up to 3 Hours Squatting/Kneeling - Occasional Up to 3 Hours Twisting - Occasional Up to 3 Hours Climbing (e.g., stairs or ladders) - Occasional Up to 3 Hours Reaching overhead - Occasional Up to 3 Hours Keyboard use/repetitive motion - Frequent 3 to 6 Hours Environmental Demands Loud noise levels - Occasional Up to 3 Hours Marked changes in humidity or temperature - Occasional Up to 3 Hours Mental Demands Sustained attention and concentration - Frequent 3 to 6 Hours Complex problem solving/reasoning - Frequent 3 to 6 Hours Ability to organize & prioritize - Frequent 3 to 6 Hours Communication skills - Continuous 6 to 8+ Hours Numerical skills - Occasional Up to 3 Hours Constant Interaction - Continuous 6 to 8+ Hours Customer/Patient Contact - Continuous 6 to 8+ Hours Multiple Concurrent Tasks - Continuous 6 to 8+ Hours Work Environment UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e.g. e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space. Must be willing to work flexible shifts, including weekends, holidays, and overtime as assigned. Must maintain a clean and well-groomed professional appearance and adhere to department uniform guidelines. Special Requirements – Please contact your recruiter with questions regarding which activities apply by position This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment This position is designated as a mandated reporter under CANRA and UC policy, and employment is contingent on compliance with applicable policies, procedures and training requirements Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer. A Culture of Opportunity and Belonging At UC Davis, we’re committed to solving life’s most urgent challenges and building a healthier, more resilient world. We believe in growing through every challenge, continually striving to improve, and welcoming new perspectives that strengthen our community. We recognize that a vibrant and innovative organization values both individual strengths and shared purpose. The best ideas often emerge when people with different experiences come together. As you consider joining UC Davis, we invite you to explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education. We believe you belong here. The University of California, Davis is an Equal Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. To view the University of California’s Anti-Discrimination Policy, please visit: Because we want you to feel seen and valued, our recruitment process at UC Davis supports openness and authenticity. Research shows that some individuals hesitate to apply unless they meet every qualification. You may be an excellent fit for this role-or the next one. We encourage you to apply even if your experience doesn't match every listed requirement. #YouBelongHere To learn more about our background check program, please visit: #J-18808-Ljbffr UC Davis Health