Guest Screening Services Representative

About the role

The Guest Screening Services Representative ensures effective delivery of guest screening services at UCSF Health, creating a welcoming environment at entrances and providing support in waiting and public areas.

Responsibilities

• Screen patients and visitors at UCSF Health entrances, greeting them and creating a welcoming atmosphere.
• Verify completion of electronic health screening or conduct in-person screening when electronic screening has not been completed.
• Check in patients and visitors by matching identification to the visitor list within APeX.
• Dispense surgical masks and request that patients and guests use hand gel.
• Provide cross-coverage for Guest Screening Services at all UCSF Health locations, including coverage for employee breaks, lunch periods, vacations, and illness-related absences.
• Work variable hours as needed, including evenings, weekends, and holidays to meet operational needs.
• Utilize UCSF Health resources and systems to assist patients, staff, and guests.
• Facilitate and guide patients and guests to their destinations.
• Greet, round on, survey, and assist individuals in waiting areas as directed by leadership.
• Troubleshoot customer service challenges and resolve issues to achieve the best possible outcomes for patients, visitors, and guests.
• Model UCSF PRIDE values.
• Communicate clearly and effectively.
• Assist guests in wheelchairs as needed, following UCSF training and procedures for safe patient and guest movement.
• Coordinate with the Transport Department when lift equipment or specialized transport assistance is required.
• Maintain knowledge of UCSF Health patient care and medical services and answer general questions regarding available services.
• Provide information regarding local hotels, restaurants, and other community resources.
• Provide curbside assistance to patients and visitors entering and exiting vehicles and connect them with available transportation resources as needed.

Qualifications

• Flexibility to orient and work at all UCSF Medical Center and UCSF Health locations.
• Solid communication and interpersonal skills with the ability to communicate effectively with all levels of staff, both verbally and in writing.
• Solid organizational skills and the ability to manage multiple tasks within demanding timeframes.
• Working knowledge of organization-specific and common computer application programs.
• Ability to use discretion and maintain confidentiality.
• Ability to provide wheelchair and walking escort services for patients.
• Ability to tolerate exposure to patients with various outward manifestations of illness or injury.
• Strong decision-making and problem-solving skills with a positive attitude.
• Commitment to supporting department and hospital leadership and initiatives.
• Demonstrated ability to exercise a high level of discretion and maintain confidentiality.
• Demonstrated skills in identifying issues and escalating concerns appropriately, using sound judgment to prevent errors, delays, or waste.
• At least 2 years of related experience, preferably in a healthcare setting.