UCSD Layoff from Career Appointment: Apply by 06/08/21 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 06/18/21. Eligible Special Selection clients should contact their Disability Counselor for assistance.
The description of this posting have been updated as of 6/5/2021.
The minimum qualifications of this posting have been updated as of 6/8/2021.
The Guest Services team assists with patients and their loved ones with directions, information and guidance.
Under the direction of the Office of Experience leadership team, the Guest Services Manager provides support and communication to patients, guests and team members of UC San Diego Health. Responsible for the daily operations of the Guest Services program, including direct supervision of the Guest Services team members and services. The Guest Services team provides support for patients and their loved ones, assisting with wayfinding, problem solving, information and guidance. Ensures an exceptional service with the goal of creating memorable experiences for all stake holders.
The Guest Services Manager will:
Create team member schedules and ensure adequate staffing of all areas.
Analyze processes, create and implement plans to address improvement opportunities.
Provide monthly program updates.
Complete audits of Guest Services Liaison iReports and rounding tool.
Model a high level of professionalism, setting clear expectations for all team members.
Mentor and coach direct reports.
Build relationships with team members across the organization.
Track Service Recovery offerings.
Maintain program supplies.
Nine (9) years of related experience, education/training, OR a Bachelor's degree in related area plus five (5) years of related experience/training.
Experience and proven success in supervising an administrative and/or para-technical team and to manage multiple competing priorities in a fast-paced, dynamic environment.
Strong problem solving skills. Ability to develop solutions and recommend changes.
Excellent ability to communicate effectively, both verbally and in writing
Proven organizational and time management skills, with ability to adapt to changing priorities, manage numerous diverse projects simultaneously, and meet deadlines.
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.
Certification in Lean Six Sigma.
Experience in developing and providing employee trainings.
High degree of computer literacy and competence in the use of Microsoft Word, Excel, PowerPoint, Outlook.
Familiarity with UC San Diego Health and working knowledge of clinical, professional and ancillary departments.
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.
UC San Diego is an academic powerhouse and economic engine, recognized as one of the top 8 public universities by U.S. News and World Report. Innovation is central to who we are and what we do. Here, students learn that knowledge isn't just acquired in the classroom - life is their laboratory. UC San Diego's rich academic portfolio includes six undergraduate colleges, five academic divisions and five graduate and professional schools. The university's award-winning scholars are experts at the forefront of their fields with an impressive track record for achieving scientific, medical and technological breakthroughs.