Guest Services Representative at UC San Francisco in San Francisco, CA

Job description

JOB SUMMARY 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 trouble shooting customer service challenges and to resolve 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 have the ability 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. REPORTING RELATIONSHIPS None DUTIES & ESSENTIAL JOB FUNCTIONS % of time Essential Function (Yes/No ) Key Responsibilities (To be completed by Supervisor) 40 Yes Guest Screening Services Representatives will have responsibility for screening patients and visitors, actively greeting and creating a welcoming atmosphere for them at UCSF Health entrances. This includes verifying patient and/or visitor has completed electronic health screening, or performing in-person health question screening if electronic screening if electronic screening has not been completed. They will also need to check the approved visitor list within APeX to verify clearance, and check-in the patient or visitor by matching their ID to the visitor list. They will also dispense surgical masks and ask the patient or guest to use hand gel. They will provide cross coverage for Guest Screening Services team at all UCSF Health locations, as scheduled and/or to meet operational needs, to include coverage for employee breaks, lunch time coverage, staff vacations and illness related absences. This will at times require working variable hours, some evenings, weekends and holiday shifts as needed . 40 Yes The Guest Screening Services Representative will share responsibility for badging patients and visitors with the Security Department. Guest Screening Services will perform badge duties during the hours of their shifts at all locations where the badging system has been implemented. The Security Department will perform badging duties after-hours when the Guest Screening Services team is not onsite, and will also support the Guest Screening Services team during regular business hours as needed. Guest Services Screening Representatives will become experts in using the necessary UCSF Health resources to assist patients, staff and guests, such as the APEX patient database, Provider Directories, Employee location directories, and other applicable databases. 20 Yes Address needs in public areas, mindful of safety, appearance and service, communicating needs to Guest Screening Services Representatives leadership as necessary. Facilitate patients and guests to their destination. They will have responsibility to greet, round, survey and assist as needed in waiting areas as directed by leadership . They will have responsibility for trouble shooting customer service challenges and to resolve customer service issues for the best possible outcomes for the people we serve. Models UCSF PRIDE values. Communicates clearly and effective