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. Minimum Qualifications: 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. Knowledge of computer systems and software used in functional area. Preferred Qualifications: Bachelor’s Degree 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. POSITION INFORMATION: Salary or Pay Range: $26.72 - $41.30 Salary Frequency: Hourly Salary Grade: 141 UC Job Title: PAT NAVGTR NON-CLIN 2 CX UC Job Code: 004468 Number of Positions: 2 Appointment Type: Staff: Career Percentage of Time: 100 Shift (Work Schedule): TBD Location: Main Hospital and ED Union Representation: CX-Clerical/Admin Benefits Eligible: Yes This position is 100% on-site This is not a H-1B Visa opportunity 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. High quality and low-cost medical plans to choose from to fit your family’s needs UC pays for Dental and Vision insurance premiums for you and your family Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement Access to free professional development courses and learning opportunities for personal and professional growth WorkLife and Wellness programs and resources On-site Employee Assistance Program including access to free mental health services Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. 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-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space. Special Requirements: 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. 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.

#J-18808-Ljbffr