Guest Screening Services Representative

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.

DUTIES & ESSENTIAL JOB FUNCTIONS

%  

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

40

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

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

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 effectively. At times this will include pushing guests in a wheelchair as needed, 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. Is knowledgeable about patient and medical services at UCSF Health and answers general questions about them.   They will also provide information about local hotels, restaurants and other community resources. They will also provide curbside assistance to patients and visitors in and out of vehicles and provide them with transportation connections through available resources as needed. 

100%

(To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.)

LIVING PRIDE STANDARDS

Service Excellence

• Demonstrates service excellence by following the Everyday PRIDE Guide with the UCSF Medical Center standards and expectations for communication and behavior.  These standards and expectations convey specific behavior associated with the Medical Center’s values: Professionalism, Respect, Integrity, Diversity and Excellence, and provide guidance on how we communicate with patients, visitors, faculty, staff, and students, virtually everyone, every day and with every encounter. These standards include, but are not limited to: personal appearance, acknowledging and greeting all patients and families, introductions using AIDET, managing up, service recovery, managing delays and expectations, phone standards, electronic communication, team work, cultural sensitivity and competency.   

• Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; acts as an escort to any patient or family member needing directions; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits team work skills to positively acknowledge and recognize other colleagues, and uses personal experiences to model and teach Living PRIDE standards. 

• Exhibits tact and professionalism in difficult situations according to PRIDE Values and Practices

• Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information.

• Demonstrates an understanding of and adheres to safety and infection control policies and procedures.

• Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets. 

Work Environment

• Keeps working areas neat, orderly and clutter-free, including the hallways.  Adheres to cleaning processes and puts things back where they belong. Removes and reports broken equipment and furniture.

• Picks up and disposes of any litter found throughout entire facility. 

• Posts flyers and posters in designated areas only; does not post on walls, doors or windows.

• Knows where the Environment of Care Manual is kept in department; corrects or reports unsafe conditions to the appropriate departments. 

• Protects the physical environment and equipment from damage and theft.

OTHER FUNCTIONS AND RESPONSIBILITIES

Duties listed in this section are not essential or intrinsic to the job but are performed at times.

 Included in this section should be a general statement such as. “Perform other duties as assigned.” 

This phrase allows the supervisor to assign sporadic or one-time tasks as needed.

Please list:

• Performs other duties as assigned.

REQUIRED QUALIFICATIONS

• This position requires flexibility to orient and work at all UCSF Medical Center locations.

• Ability to use sound judgment in responding to issues and concerns.

• Solid communication and interpersonal skills to communicate effectively with all levels of staff verbally and in writing.

• Solid organizational skills and ability to multi-task with demanding timeframes.

• Working knowledge of common organization-specific and other computer application programs.

• Ability to use discretion and maintain confidentiality.

• Flexibility to orient and work at all UCSF Health locations

• Able to provide wheelchair and walking escort service for patients

• Ability to tolerate exposure to patients with various outward manifestations of illness or injury

• Strong decision making, problem solving positive attitude

• Must choose to remain positive and support department and hospital leadership and initiatives

• Demonstrated ability to use high-level discretion and maintain a high level of confidentiality

• Demonstrated skills in problem identification and escalation with good judgment to prevent errors, delays, or waste

• At least 2 years of related experience, preferably in a healthcare setting 

PREFERRED QUALIFICATION

Please list:

• Strong skills in data analysis, project management, facilitating group work, and working in a hospital environment with systems improvement

• Ability to effectively communicate information both verbally and in writing, and to produce reports, documentations, and instructions

• Bachelor's degree in related area and / or equivalent experience / training.

REQUIRED LICENSES/CERTIFICATIONS

• None

POPULATIONS SERVED

Infant              

Child                 

Adolescent     

Adult              

Geriatric