Assistant I - Patient Relations - P/T - Days - 4188 at Careers | UC Irvine Health

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Job Description & Salary Range


UC Title:                                       Assistant I

Position Number:                     10003798

Reports to:                                  Assistant II - Supervisor

Working Title:                            Assistant I

Cost Center:                               Patient Relations (8670)

Bargaining Unit:                       CX

FLSA:                                            Nonexempt

Job Code:                                   4724

Date Created:                             05/24/2012

Shift:                                             Day Shift

Hours:                                          20.00


Position Summary: 

The Guest Services Assistant is responsible for coordinating and performing a broad range of of duties in the main medical center lobby to ensure a welcoming environment for all patients and guests.  Ensures that requests for information and services are accurately responded to, in a timely and appropriate manner, sensitive to the circumstances of the patient's/guest's emotional situation and privacy needs.  Specific duties include performing reception functions. serving as liaison for families waiting for surgical patients.  Ensures the lobby area is clean, organized and safe at all times.  Utilizes the hospital computer systems to provide basic information such as confirming appointment times and location and patient room numbers.


Salary Range: 


Rate    Minimum  $15.13   Midpoint  $18.16   Maximum  $21.18



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.



% Effort

Serves as an effective liaison between patient families and the Peri-Operative Department to provide accurate and timely information and assistance.  Appropriately provides timely assistance to customers;  demonstrates appropriate sensitivity to the cultural differences of patients and guests and effectively responds to the emotional, distraught and/or difficult behaviors of all guests.



Effectively orients patients/families to the hospital, and assists with care of the patient‘s personal belongings, access, etc., as needed.   Issues family pagers, bus coupons, pager batteries, and parking validation appropriately according to guidelines and policies



Effectively serves as a representative of the Medical Center by providing a professional, caring and welcoming first impression.  Appropriately trains and orients volunteers to provide effective front lobby duties.  Ensures that the lobby area is clean, safe and stocked with appropriate materials at all times.



Effectively uses all applicable computer software programs as needed or required to ensure accurate and timely delivery of work



Provides accurate information to customer requests in a timely manner.   Provides effective telephone and reception coverage, taking accurate messages, providing information and directing calls appropriately



Total Effort:





Core Organizational Functions:  

Teamwork: Builds effective relationships across work groups by treating fellow employees with courtesy, respect and inclusiveness; maintains a positive attitude and takes responsibility for assignments.

Personal Achievement: Sets and achieves personal goals to advance career-related skills, knowledge and abilities and helps others to improve their skills.

Resource Management: Demonstrates accountability, discretion and sound judgment in using or managing university resources.

Quality Improvement: Strives for high quality performance and takes initiative to make improvements and deliver results.

Customer Service: Values and delivers high quality service to all customers through effective application of the UCICARE principles: Understanding, Communication, Involvement, Commitment, Action, Respect Environment, and LAST. Knows and complies with all customer service standards as outlined in the Service Excellence Handbook.


Required Qualifications:

Ability to effectively deal with emotional/difficult guest behaviors

Experience with Word and Excel

Ability to establish and maintain effective working relationships across the HealthSystem

Must demonstrate customer service skills appropriate to the job

Must be able to understand and apply behaviors that are sensitive to diversity of different cultures

Must be willing to work flexible shifts, including occasional weekends, holidays and overtime as assigned

Ability to maintain a work pace appropriate to the workload

Must possess the skill, knowledge and ability essential to the successful performance of assigned duties

Excellent written and verbal communication skills in English


Preferred Qualifications:

Prior related work experience, preferably in a hospital or clinic setting