UCSD Layoff from Career Appointment: Apply by 12/04/20 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 12/15/20. Eligible Special Selection clients should contact their Disability Counselor for assistance.
Under the direct supervision of the Guest and Patient Services Director, the Patient and Guest Services Manager provides support, guidance, and assistance to staff, patients, and families as they move through the complex healthcare environment. Oversees the daily operations of the Guest Services Department and We Listen. Involves system expertise, coordination, and advocacy to assist patients and their families to cope successfully with the complexity of the hospital and health care system.
Primary goals are to increase patient satisfaction, resolve complaints and grievances, and to optimize outcomes. Guides the team to address patient and family concerns with mutually satisfying outcomes. Utilizes advanced interpersonal skills to ensure teams are working cohesively and troubleshoots and resolves issues when necessary. Acts as a communication liaison to understand the patient's individual needs, desires, and concerns. Utilizes voice of the customer data to identify hospital and medical group locations where intervention is necessary. Provides in depth analysis of our health system's culture and recommends approaches and tools for operationalization of our experience vision. Researches best practices and contributes to Office of Experience transformation research. Leads the analysis of needs, design, planning, development, and execution of experience initiatives in conjunction with internal and/or external departments. Develops service recovery processes for use across the health system. Performs hospitality or related training when needed.
The incumbent is a critical team member in supporting the transformation of culture at UCSD Health and actively participates in designing new programs and services to enhance the team member and patient experience. Uses critical thinking, good judgment, and analytical skills to guide the team and propose evidence based efforts for improvement. Using outstanding written and verbal communication skills, ensures that staff, patients, and guests are provided a welcoming, supportive, and healing environment that is responsive to their needs.
A Bachelor's Degree; or an equivalent level of education/training.
Five (5+) or more years of administrative analysis, guest relations, patient experience or similar hospital or healthcare operations experience.
Able to acquire knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare/Medicaid regulations.
Demonstrated knowledge of Medical Terminology.
Excellent analytical and problem-solving skills. Knowledge of data collection, compilation, and analytical techniques.
Skills to comprehend and assess patient's grievances to quickly locate appropriate resource for assistance.
Ability to develop solutions and recommend changes and follow through with implementation.
Solid interpersonal and customer service skills. Strong ability to communicate effectively, both orally and in writing.
Ability to be diplomatic and highly organized. Ability to remain calm under pressure and apply sound judgment.
Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area.
Ability to work independently in a fast-paced, demanding environment with minimal supervision. Ability to manage and oversee multiple tasks simultaneously, including high daily call volume.
Ability to mentor staff and create strong teams.
Master's Degree in a healthcare related field.
Clinical experience in a hospital setting.
Experience with the CMS grievance process.
Familiarity with UC San Diego Health and working knowledge of clinical, professional, and ancillary departments.
Must be able to work various hours and locations based on business needs.
Employment is subject to a criminal background check and pre-employment physical.
UC San Diego is an academic powerhouse and economic engine, recognized as one of the top 8 public universities by U.S. News and World Report. Innovation is central to who we are and what we do. Here, students learn that knowledge isn't just acquired in the classroom - life is their laboratory. UC San Diego's rich academic portfolio includes six undergraduate colleges, five academic divisions and five graduate and professional schools. The university's award-winning scholars are experts at the forefront of their fields with an impressive track record for achieving scientific, medical and technological breakthroughs.