Guest Screening Services Representative

Under the direction of Guest Screening Services leadership, the Guest Screening Services Representative’s primary focus will be to ensure guest screening services are effectively delivered to patients and guests of UCSF Health. They will have responsibility to greet, screen check-in and badge patients and visitors. They will also round, survey and assist as needed in waiting areas as directed by leadership.

Guest Screening Services Representatives will have responsibility for troubleshooting customer service challenges and resolving customer service issues for the best possible outcomes for the people we serve. At times, this will include 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. They must be able to perform and prioritize multiple tasks, and work well with staff, patients, and families in a complex environment. They will serve as a trainer and model for screening, checking in, badging and customer service and PRIDE values for everyone that we serve.

The Guest Screening Services Representative will be responsible at times to represent our department and division as requested at UCSF Health meetings. They are expected to exemplify UCSF Health values through demonstration of exceptional service and follow UCSF Health Policies and Procedures.

Department Description:
UCSF Guest Services is dedicated to creating a welcoming and supportive environment for patients, visitors, staff, faculty, and students across UCSF's campuses and medical facilities. The department serves as a key resource, ensuring that every individual has a seamless and positive experience while navigating UCSF's hospitals, clinics, and academic spaces. By offering personalized assistance and fostering an atmosphere of compassion and professionalism, UCSF Guest Services reflects the institution's commitment to excellence, inclusion, and patient-centred care. From providing directions and information to enhancing comfort and access, the department strives to make UCSF accessible and inviting for all.

Duties & Essential Job Functions

| % of time | Essential Function (Yes/No) | Key Responsibilities (To be completed by Supervisor) | | --- | --- | --- | | | | Monitors patient flow in and out of the clinic. Obtains patient’s vital signs, height, weight, pain screening, and documentation of chief complaints, and may room the patient. Utilizes ApeX for documentation within the scope of practice of an Medical Assistant | | | | Assists nurses and providers in preparation for exam and/or equipment (i.e. biopsy/PAP) | | | | Assists with procedures as required for the department specialty and determined by the Clinical Manager or Administrative Director | | | | Performs in basket functions identified as area of responsibility related to patient’s messages, labs, authorizations and other tasks | | | | Acts as chaperone as needed for medical providers. Notifies providers of patient delays and service issues. Advocates for patients by helping facilitate provider punctuality. Communicates provider delays to front office team and assists patients with issues and complaints utilizing conflict management skills. Shares pertinent information and observations with other health team members. | | | | Other duties as assigned such as completing referrals to other providers as ordered by the physician, obtaining authorizations from insurers for medications, and assisting the physician staff in writing and sending out patient communication | | | | Maintains clean, well-stocked exam rooms. Responsible for ordering and maintaining supplies. Maintenance of lab equipment and supply standards as directed by nursing staff or appropriate supervisor. | | | | Perform other related duties as needed | | 100% | | (To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.) |

Other Functions and Responsibilities

• Performs other duties as assigned.

Required Qualifications:

• 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.

Preferred Qualifications:

• 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.