Patient and Guest Services Manager | University of California, San Diego - Military Veterans

at HERC - Southern California

San Diego, California

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. DESCRIPTION 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. MINIMUM QUALIFICATIONS 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. PREFERRED QUALIFICATIONS 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. SPECIAL CONDITIONS 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.

San Diego, California

Southern California HERC, established in 2003, is a non-profit organization composed of a diverse group of colleges and universities, and research, medical, and cultural institutions. Our institutions are committed to diversity, equity, and inclusion in the recruitment process and providing a work environment sensitive to work/life balance. We also understand that employment decisions often involve two careers and offer state of the art dual career resources and solutions. SoCal HERC includes members from the Central Coast, Los Angeles, Orange County, Inland Empire, and San Diego.

HERC is a gateway to more jobs in higher education and related fields than any other website. HERC provides job seekers with comprehensive and transparent access to job opportunities, daily job alerts, career advice news and webinars, dual career support, and regional multicultural resources to help with relocating to a new community.

SoCal HERC Member Institutions:

Antioch University, Azusa Pacific, University Cal Tech

CSU Fullerton, CSU Northridge,  CSU San Bernardino 

Cedars-Sinai Medical Center, Chapman University, Citrus College

Concordia University Irvine, Grossmont-Cuyamaca CCD, Kaiser Permanente School of Medicine 

Loyola Marymount University, MiraCosta Community College, Mount St. Mary’s University

North Orange County CCD, Occidental College,  Pacific Oaks College & Childrens School 

Point Loma Nazarene University, San Diego State University, Soka University of America

The Claremont Colleges, The Salk Institute for Biological Sciences, UC Path Center

UC Irvine, UCLA, UC Riverside

UCSD, University of Redlands, University of San Diego

University of Southern California, Vanguard University, Whittier College

While there are certainly wonderful opportunities to teach and conduct research at HERC campuses, of the 42,000 jobs on, over 24,000 (or 57%) are non-teaching positions. You will find jobs in healthcare, administration, software, information technology, finance, technical and trades, social work, student affairs, and much, much more.

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