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About the Role

The Guest Screening Services Representative ensures effective delivery of guest screening services to patients and guests of UCSF Health. Responsibilities include greeting, screening, checking-in, and badging patients and visitors, as well as rounding and assisting in waiting areas. The role involves troubleshooting customer service challenges, escorting guests, and potentially arranging safe movement with the Transport Department using lift equipment. This position requires the ability to perform and prioritize multiple tasks in a complex environment and to serve as a trainer and model for screening, check-in, badging, customer service, and PRIDE values. Representatives may also be asked to attend UCSF Health meetings and exemplify UCSF Health values.

Responsibilities

Screen patients and visitors, actively greeting them and creating a welcoming atmosphere at UCSF Health entrances.
Verify completion of electronic health screening or perform in-person health question screening.
Check the approved visitor list within APeX to verify clearance and check-in patients or visitors by matching their ID.
Dispense surgical masks and instruct patients/guests to use hand gel.
Provide cross-coverage for the Guest Screening Services team at all UCSF Health locations, including during breaks, lunch, vacations, and absences due to illness.
Work variable hours, including some evenings, weekends, and holiday shifts as needed.
Perform badging duties for patients and visitors in coordination with the Security Department during scheduled shift hours.
Become proficient in using UCSF Health resources such as APEX patient database, Provider Directories, and Employee location directories.
Address needs in public areas, maintaining safety, appearance, and service, and communicating needs to leadership.
Facilitate patient and guest destinations.
Greet, round, survey, and assist in waiting areas as directed by leadership.
Troubleshoot customer service challenges and resolve issues for optimal outcomes.
Push guests in a wheelchair and use UCSF training for safely moving patients and guests.
Arrange safe movement with the Transport Department if lift equipment is needed.
Provide information about local hotels, restaurants, and community resources.
Offer curbside assistance to patients and visitors in and out of vehicles and provide transportation connections.
Perform other duties as assigned.

Requirements

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.

Skills

Customer service
Communication
Interpersonal skills
Organizational skills
Multi-tasking
Computer application proficiency
Discretion
Confidentiality
Problem-solving
Decision-making
Data analysis
Project management
Facilitating group work

Location

UCSF Medical Center locations

Work Type

Full-time
Variable hours
Evenings
Weekends
Holiday shifts

Experience Level

2 years of related experience, preferably in a healthcare setting
Equivalent experience/training

Education Level

Bachelor's degree in related area

Benefits

Total compensation information available at https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

About the Company

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.
UCSF is the only campus in the 10-campus UC system dedicated exclusively to the health sciences.
UCSF brings together the world’s leading experts in nearly every area of health.
UCSF is home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.
UCSF is a diverse community made of people with many skills and talents.
UCSF is committed to equity – both in how we deliver care as well as our workforce.
UCSF is 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.

Equal 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.