Patient Relations Assistant - Guest Services - F/T Days

UCI Health is the clinical enterprise of the University of California, Irvine, and the only academic health system based in Orange County. UCI Health is comprised of its main campus, UCI Medical Center, a 459-bed, acute care hospital in in Orange, Calif., four hospitals and affiliated physicians of the UCI Health Community Network in Orange and Los Angeles counties and ambulatory care centers across the region. Listed among America's Best Hospitals by U.S. News & World Report for 23 consecutive years, UCI Medical Center provides tertiary and quaternary care and is home to Orange County's only National Cancer Institute-designated comprehensive cancer center, high-risk perinatal/neonatal program and American College of Surgeons-verified Level I adult and Level II pediatric trauma center, gold level 1 geriatric emergency department and regional burn center. UCI Health serves a region of nearly 4 million people in Orange County, western Riverside County and southeast Los Angeles County.

To learn more about UCI Health, visit www.ucihealth.org.

Position Summary:

The University of California, Irvine, a career destination unlike any other, is built upon a rich history of academic and healthcare excellence. We are supported by a globally unique team of academic professionals, researchers, medical experts, and staff. Guided by our mission, vision, and strategic pillars, we thrive in a collaborative environment. We celebrate and leverage the diverse experiences and perspectives of our UCI community to continue to push the boundaries of innovation. Your opportunity to be a part of an award winning team, advancing your career journey, is now!

The incumbent provides a wide range of services to ensure a safe, positive, welcoming, and helpful environment for patients, family members, and guests. Delivers a high level of customer service, creating a professional and positive first impression. Provides visitor tracking as requested.

Essential Job Functions:

The identification of essential functions below is not intended to be an exhaustive list of all duties that may be assigned to this position, nor does it restrict the duties which may be assigned to this position if such duties reasonably relate to the position.

• ADM: Welcomes patients, family members, and guests to the Medical Center. Assists families and visitors in locating patients and issues visitor wristbands. Declines visitation based on "Doe" guidelines, opted out policies, flu season visitation restrictions, and other restrictions. Directs outpatients to appointment location. Provides parking validations according to medical center guidelines and procedures. Secures transportation for patients who do not have a ride home. 30%
• ADM: Provides a variety of administrative services to ensure outstanding patient / family experience such as connecting patients and visitors to the internet, providing oversight of the Valet Key Box on weekends and holidays, providing oversight of the University Tower Gift Shop Kiosk (sales, stocking, display, etc.), monitoring infection control stations, and maintaining a clean environment. 20%
• ADM: Evaluates and resolves patient and visitor complaints. Determines who and when to involve others to ensure appropriate resolution. Provides service recovery as needed. 30%
• ADM: Checks in surgical patients, collects family information, and issues pagers. Serves as a liaison between families and the Peri-Operative Department by providing accurate and timely information and assistance. 20%

Total Compensation

We offer a wealth of benefits to make working at UCI even more rewarding. These benefits may include medical insurance, sick and vacation time, retirement savings plans, and access to a number of discounts and perks. Please utilize the links listed here to learn more about our compensation practices and benefits.

Required Qualifications:

• Must possess the skill, knowledge and ability essential to the successful performance of assigned duties
• Must maintain a clean, well groomed, professional appearance at all times
• Must demonstrate customer service skills appropriate to the job
• Must be willing to work flexible shifts, including occasional weekends, holidays and overtime as assigned
• Must be available for occasional travel as needed
• Must be able to understand and apply behaviors that are sensitive to diversity of different cultures
• Experience with Word and Excel
• Excellent written and verbal communication skills in English
• Effectively responds to the emotional, distraught and/or difficult behavior of guests
• Ability to make quick and sound decisions based on individual situations in order to meet customer needs
• Ability to maintain a work pace appropriate to the workload
• Ability to establish and maintain effective working relationships across the Health System

Preferred Qualifications:

• Prior experience working in a customer service position, preferably in a hospital or clinic setting
• Knowledge of medical terminology
• Knowledge of University and medical center organizations, policies, procedures and forms
• Bilingual in English and Spanish

Conditions of Employment:

The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment:

• Background Check and Live Scan
• Legal Right to Work in the United States
• Vaccination Policies
• Smoking and Tobacco Policy
• Drug Free Environment

The following additional conditions may apply, some of which are dependent upon business unit or job specific requirements.

• California Child Abuse and Neglect Reporting Act
• E-Verify
• Pre-Placement Health Evaluation

Details of each policy may be reviewed by visiting the following page: https://hr.uci.edu/new-hire/conditions-of-employment.php

Closing Statement:

The University of California, Irvine is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.

We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact UCI's Employee Experience Center (EEC) at eec@uci.edu or at (949) 824-0500, Monday - Friday from 8:30 a.m. - 5:00 p.m.