The Guest Services Lead is an integral part of the Guest Services team at UC San Diego Health, responding to patient and guests' needs, requests and concerns. The Guest Services Lead is knowledgeable about patient experience practices and will partner with the Guest Services team to create a welcoming environment for patients and visitors.

Duties include:

* Updating and publishing departmental team schedule* Training and onboarding new team members * Assisting with escalations from team members and providing immediate support for patient experience concerns* Participating in departmental improvement initiatives * Identifying the appropriate course of action for a patient or guest and applying patient experience best practices* Utilizing software databases and functions to assist patients and guests with critical information to their visit* Fostering relationships with UC San Diego Health team members* Providing regular updates to Guest Services leadership team regarding concerns impacting the patient experience

• Nine (9) years of related experience, education/training with complaints and grievance process in complex health care organization, OR a Bachelor's degree in a related area plus five (5) years of related experience/training.

• Thorough knowledge of Patient Relations techniques and procedures. Ability to apply knowledge and skills to recommend improvement to the patient relations process.

• Ability to maintain a professional attitude during interaction with a wide variety of personalities in demanding situations. Ability to establish and maintain cooperative working relationships with patients, guests, and team members.

• Strong communication skills (verbal and written) needed to interact professionally and effectively in the work environment, as well as effectively and accurately document processes and procedures.

• Excellent organizational and time management skills, with the ability to adapt to changing priorities, manage numerous diverse projects simultaneously, meet deadlines, and apply creativity (originality) in problem-solving.

• High degree of computer literacy and competence in the use of Microsoft Word, Excel, PowerPoint, and Outlook.

• Ability to use discretion and maintain confidentiality.

• 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.