Triage & Intake Center (TIC) Specialist
Job Summary The Triage & Intake Center (TIC) Specialist is responsible for representing Patient Relations as the public face of the Department and works closely with administrative leadership, and complaint/grievance Mediation & Support Specialists. The TIC Specialist provides support to all callers, inputs callers' feedback details into RL Solutions database, triages cases to Mediation & Support (M&S) Specialists, or handles simple cases independently. In addition, the TIC Specialist deescalates callers when required, uses judgment to transfer calls requiring immediate escalation, and supports team members through stressful interactions with patients.
The TIC Specialist adheres to UCSF House and Telephone Standards and is sensitivie to the needs of patients, staff and providers at all times. The TIC Specialist is a team player who works closely with others and is flexible in dealing with the changing priorities of a very busy department. They are a self-reliant individual who synthesizes their knowledge of department and UCSF Health operations in order to problem-solve, prioritize and facilitate complex transactions in the course of their daily activities.
This position requires significant maturity and poise, and makes a difference for patients and families in all UCSF Health settings, inpatient, out patient, and ancillary, by ensuring the smooth intake of patient feedback, including complex complaints and grievances, as well as compliments, requests for assistance, and staff and physician consultation requests. The TIC Specialist upholds Patient Rights and UCSF Complaint and Grievance Policy by remaining neutral, courteous, and professional.
This position reports to a Manager of Patient Relations and is responsible for representing the department to internal and external customers. Provides day-to-day functional support to call center agents, and guidance to patients seeking Patient Relations' services. This position may be involved in orienting and training new staff, providing input for implementation of new protocols for TIC.
Excellent interpersonal communication skills are necessary. The TIC Specialist must model PRIDE values at all times, as well as demonstrate active listening, non-judgmental responses to patient and family complaints, de-escalation techniques, and have the ability to handle and find compassion and empathy for patients and others who are suffering from complex medical situations, including those with mental health concerns.
Respects Patient Rights and privacy. Assists with database and phone systems which are vital to supporting the department and the Medical Center. Supports all functions of the TIC within the fast-paced department of Patient Relations. Role models excellent interpersonal communication, mediation, conflict management, and problem solving skills with a focus on teamwork and collaboration in order to reach the goal of maximum patient/family and staff satisfaction.
Identifies, initiates, and participates in appropriate improvement activities.
The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. The salary range for this position is $61,200 - $130,600 (Annual Rate). To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html Department Description Department is responsible for ensuring that patients' rights are respected and upheld. Members liaise between Medical Center staff and patients / families to make sure the patient's voice is heard,and a fair, informed, resolution to a concern is reached. Services include, providing patients with information on hospital services, explaining administrative procedures, and protocols, and ensuring all concerns and complaints are directed to appropriate staff or units within the medical center for resolution. Required Qualifications
- Bachelor's degree in related area and / or equivalent experience / training.
- 4+ years of relevant experience
- Excellent customer service and communication/interpersonal skills, both over the telephone and directly.
- Ability to produce high quality work and keep commitments. Productive in work volume, speed, quality and consistency.
- Proven ability to lead a team.
- Interpersonal skills to maintain professional relationships with peers, patients, multidisciplinary team members, and management. Develops trust, contributes skills that compliment others and supports Patient Relations efforts.
- Strong skills to evaluate issues and identify solutions within defined procedures and policies. Proven ability to address problems and suggest solutions through critical thinking process.
- Ability to use discretion and maintain confidentiality.
- Excellent active listening skills and strong abilities to hear key components of patient feedback in order to effectively triage complaint/grievance.
- Ability to use sound judgment in responding to issues and concerns.
- Solid organizational skills and ability to multi-task with demanding timeframes.
Preferred Qualifications
- Thorough knowledge of Patient Relations' mission. Applies knowledge to provide patient support and improve patient satisfaction.
- Knowledge of Patient Relations, medical center, and UC policies and processes. Thorough knowledge of relevant patients' rights federal, state and local laws and regulations to identify potential compliance risks, clinical and operational implications.
- Working knowledge of common organization-specific and other computer application programs
About UCSF At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what's possible for the patients we serve - a promise we share with the professionals who make up our team.
Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report - UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents. Pride Values UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu
Join us to find a rewarding career contributing to improving healthcare worldwide. Equal Employment Opportunity The University of California San Francisco 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, age, protected veteran or disabled status, or genetic information. Job Code and Payroll Title 004493 PAT REL PROFL 3 CX Job Category Administrative Support Bargaining Unit Teamsters Local 2010 - Clerical and Allied Services Unit (CX) Location San Francisco, CA Additional Shift Details Monday - Friday |
University of California - San Francisco Campus and Health
Feb 26, 2025