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 11/15/2024 by 11:59pm

For full consideration, applicants are encouraged to upload license, certification and/or educational degree if required of the position.

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 in related area and/or equivalent experience/training
• Medical Terminology
• Proficiency with health-related computer systems.

Key Responsibilities

• 90% - Patient Support Services
• 10% - Other
  

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 wayfind 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: $25.89 - $40.02
• Salary Frequency: Hourly
• Salary Grade: 141
• UC Job Title: PAT NAVGTR NON-CLIN 2 CX
• Number of Positions: 1
• Appointment Type: Staff: Career
• Percentage of Time: 100%
• Shift Hours: Wednesday - Sunday, 2pm - 11pm
• Location: Main Hospital (HSP001)
• Union Representation: CX-Clerical/Admin
• Benefits Eligible: Yes
• Hybrid/Remote/Onsite: 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. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html

* 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. More information on our retirement benefits can be found here
* UC Davis cares about building a community, which is why we provide resources to enhance diversity, equity and inclusion as well as Employee Resource Groups (ERGs) to support our staff

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
• Lifting/Carrying 26-50 lbs - Occasional Up to 3 Hours
• Lifting/Carrying over 50 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 - Occasional Up to 3 Hours

Environmental Demands

• Chemicals, dust, gases, or fumes - Occasional Up to 3 Hours
• Loud noise levels - Occasional Up to 3 Hours
• Microwave/Radiation - Occasional Up to 3 Hours
• Extreme Temperatures - Occasional Up to 3 Hours

Mental Demands

• Sustained attention and concentration - Frequent 3 to 6 Hours
• Complex problem solving/reasoning - Occasional Up to 3 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 - Frequent 3 to 6 Hours

Work Environment

• 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

• This is a critical position, as defined by UC policy and local procedures, and as such, employment is contingent upon successful completion of background check(s), including but not limited to criminal record history background check(s)
• 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

Diversity, Equity, Inclusion and Belonging

At UC Davis, we're solving life's most urgent challenges to bring a fuller, healthier, and more resilient world within reach. We grow from every challenge we take on and we don't just maintain - we improve. We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground. The most comprehensive solutions come from the most diverse minds and you belong here. As you consider joining UC Davis, please explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education, and our latest efforts to outgrow the expected. The University of California, Davis is an Equal Opportunity/Affirmative Action 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.

For the University of California's Affirmative Action Policy, please visit: https://policy.ucop.edu/doc/4010393/PPSM-20

For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

Because we want you to be seen, our recruiting process at UC Davis fosters authenticity, diversity, and inclusion. Studies have shown that some people may not apply to jobs unless they meet every single qualification. Each unique role at UC Davis has a set of requirements and you could be perfect for this role, or you could be perfect for the next role! Don't meet all the requirements? We still encourage you to apply! #YouBelongHere