Patient Navigator 3 - Guest Relations Lead

This position serves as a non-clinical resource and liaison for patients and their families. Provides support, guidance and assistance for patients and families as they navigate through complex healthcare environments. Primary goals are to increase patient and guest satisfaction, provide identification badges at most patient and guest entry points, and to optimize care and outcomes. Acts as a communication liaison to understand patients' and guests' needs, desires, and concerns. Provides guidance about a broad range of services, amenities, and information to promote healing and ensure satisfaction with the patient and guest experience.

In addition to the Patient Navigator 2 non-clinical (Guest Relations Associate) job functions, this role acts as the Lead and primary team trainer for all new and existing staff. The position will work closely with the Guest Relations Supervisors to develop training materials for the various areas that the department supports and will provide individual and group training sessions on new and existing processes and policies. This position will act as the first point of contact for escalated situations when the Supervisors or Manager are unavailable, and they will be responsible for providing recommendations and service recovery, as appropriate. Although this position will not be directly responsible for the performance management of the Guest Relations Associates, they will be responsible for providing feedback to supervisors on performance of staff, as appropriate.

Apply By Date 5/9/2025 by 11:59pm

Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position

• 1 or more years of direct Lead and/or Supervisory experience to select, train, motivate, recognize, supervise, evaluate the performance of staff and ensure operational success.
• 2 or more years of customer service experience in retail, restaurant, hotel, health care, or similar customer facing environment.
• Experience creating training materials and or providing direct policy or process training.
• Excellent interpersonal, verbal, and written communication skills to clearly and effectively interact with a diverse group of individuals to secure and/or provide information to clarify situations and resolve problems.
• Demonstrated skills to build effective working relationships and work collaboratively.
• Ability to make quick and sound decisions based on individual situations to meet patient and guest needs.
• Ability to perform job tasks quickly, efficiently, accurately and with composure while under pressure; manage heavy or emergent workloads, with interruptions and potentially volatile situations.
• Must maintain a clean and well-groomed professional appearance and adhere to department uniform guidelines.
• Working knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare / Medicaid regulations.
• Knowledge of data collection, compilation, and analytical techniques.
• Skills to comprehend and assess patient and guest complains to quickly locate appropriate resources for assistance.
• Working knowledge of the organization and ability to resolve complex patient and guest experience issues.
• Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area.

Preferred Qualifications

• Bachelor's Degree in related area.
• Proficiency with health-related computer systems.
• Proficiency with PassagePoint or other visitor management systems.
• Working knowledge of UC Davis Visitor policies and processes.
• Medical terminology.
• Bi-lingual

Key Responsibilities

• 30% - Guest Relations Lead/Team Trainer
• 65% - Patient Support Services
• 5% - Other

Department Overview

The Guest Relations department was launched in May 2021 to provide a welcoming experience for patients and visitors who enter the hospital. Part of the Guest Relations role is to educate visitors about hospital visitation policies and ensure that they have been appropriately screened prior to entering the facility. The team is comprised of 31 Guest Relations Associates who staff the Pavilion lobby, Emergency Department, Ambulatory Care Center, and Tschannen Eye Institute, 365 days a year or during regular operating hours, respectively.

In addition to checking in patients and visitors, the team makes deliveries, helps way find and escort throughout the facilities, and ensures a positive arrival and departure. The Guest Relations team also works to coordinate with families, discharge teams, patient transport teams and other units, about the needs of patients and visitors.

POSITION INFORMATION

• Salary or Pay Range: $1,935.20 - $3,475.20
• Salary Frequency: Bi-weekly
• Annual Salary: $50,500 - $90,700
• Salary Grade: Grade 18
• UC Job Title: PAT NAVGTR NON-CLIN 3
• UC Job Code: 004198
• Number of Positions: 1
• Appointment Type: Staff: Career
• Percentage of Time: 100%
• Shift (Work Schedule): Varied-Must be willing to work weekends
• Location: Main Hospital (HSP001)
• Union Representation: No, 99 - Non-Represented (PPSM)
• Benefits Eligible: Yes
• This position is 100% on-site
• This is not a H-1B Visa opportunity

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html

* High quality and low-cost medical plans to choose from to fit your family's needs
* UC pays for Dental and Vision insurance premiums for you and your family
* Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
* Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Access to free professional development courses and learning opportunities for personal and professional growth
* WorkLife and Wellness programs and resources
* On-site Employee Assistance Program including access to free mental health services
* Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage
* Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
* Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here

Physical Demands

• Standing - Frequent 3 to 6 Hours
• Walking - Frequent 3 to 6 Hours
• Sitting - Frequent 3 to 6 Hours
• Lifting/Carrying 0-25 Lbs - Frequent 3 to 6 Hours
• Lifting/Carrying 26-50 lbs - Frequent 3 to 6 Hours
• Lifting/Carrying over 50 lbs - Frequent 3 to 6 Hours
• Pushing/Pulling 0-25 Lbs - Frequent 3 to 6 Hours
• Pushing/Pulling 26-50 lbs - Frequent 3 to 6 Hours
• Pushing/Pulling over 50 lbs - Frequent 3 to 6 Hours
• Bending/Stooping - Frequent 3 to 6 Hours
• Squatting/Kneeling - Frequent 3 to 6 Hours
• Twisting - Frequent 3 to 6 Hours
• Climbing (e.g., stairs or ladders) - Frequent 3 to 6 Hours
• Reaching overhead - Frequent 3 to 6 Hours
• Keyboard use/repetitive motion - Frequent 3 to 6 Hours

Environmental Demands

• Chemicals, dust, gases, or fumes - Occasional Up to 3 Hours
• Loud noise levels - Occasional Up to 3 Hours
• Marked changes in humidity or temperature - Occasional Up to 3 Hours

Mental Demands

• Sustained attention and concentration - Frequent 3 to 6 Hours
• Complex problem solving/reasoning - Frequent 3 to 6 Hours
• Ability to organize & prioritize - Frequent 3 to 6 Hours
• Communication skills - Frequent 3 to 6 Hours
• Numerical skills - Occasional Up to 3 Hours
• Constant Interaction - Frequent 3 to 6 Hours
• Customer/Patient Contact - Continuous 6 to 8+ Hours
• Multiple Concurrent Tasks - Continuous 6 to 8+ Hours

Work Environment

• UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.
• Must be willing to work flexible shifts, including weekends, holidays, and overtime as assigned.

Special Requirements - Please contact your recruiter with questions regarding which activities apply by position

• This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment
• This position is designated as a mandated reporter under CANRA and UC policy, and employment is contingent on compliance with applicable policies, procedures and training requirements
• Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

A Culture of Opportunity and Belonging

At UC Davis, we're committed to solving life's most urgent challenges and building a healthier, more resilient world. We believe in growing through every challenge, continually striving to improve, and welcoming new perspectives that strengthen our community. We recognize that a vibrant and innovative organization values both individual strengths and shared purpose. The best ideas often emerge when people with different experiences come together.

As you consider joining UC Davis, we invite you to explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education. We believe you belong here. The University of California, Davis is an Equal Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

To view the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

Because we want you to feel seen and valued, our recruitment process at UC Davis supports openness and authenticity. Research shows that some individuals hesitate to apply unless they meet every qualification. You may be an excellent fit for this role-or the next one. We encourage you to apply even if your experience doesn't match every listed requirement. #YouBelongHere

To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks