Intake and Triage Specialist

TEP-Health Employees

Temporary Employment

87578BR

Job Summary

NOTE: This position will be fully remote

Employment Duration: 3 months

The Triage & Intake Center (TIC) Specialist serves as the public-facing representative of the Patient Relations Department and plays a critical role in supporting patients, families, staff, and providers across UCSF Health. This role is responsible for receiving, documenting, and triaging patient feedback-including complaints, grievances, compliments, and requests for assistance-while ensuring patient rights are upheld and concerns are addressed with professionalism, neutrality, and compassion.

The TIC Specialist works closely with Patient Relations leadership and Mediation & Support Specialists to route cases appropriately, resolve simple concerns independently, and escalate complex or urgent matters when necessary. This position requires strong judgment, emotional intelligence, and the ability to de-escalate stressful situations in a fast-paced healthcare environment.

Key Responsibilities:

Patient Feedback Intake & Triage

• Receive and process patient feedback in person, by phone, email, and written correspondence
• Accurately document complaints, grievances, compliments, and inquiries in the Patient Relations database
• Triage cases to Mediation & Support Specialists or resolve simple issues independently
• Communicate with patients, families, physicians, and staff to support issue resolution
• Forward appropriate concerns to relevant departments and follow up as needed
• Promote quality and safety improvement efforts to prevent recurring issues

Patient Rights & Regulatory Compliance

• Uphold patient rights and confidentiality at all times
• Demonstrate knowledge of applicable regulations (e.g., HIPAA, CMS, TJC)
• Support education and compliance related to patient rights, cultural competency, ethics, and accessibility

Customer Service & Collaboration

• Represent Patient Relations with professionalism and empathy
• De-escalate emotionally charged or difficult interactions
• Collaborate with internal partners including Security, Threat Management, and leadership when safety concerns arise
• Support a positive team environment and assist with orienting or training new staff as needed

Continuous Improvement

• Participate in departmental meetings and improvement initiatives
• Contribute ideas to enhance workflows, communication, and patient experience

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

UCSF's Temporary Employment Program (TEP) recruits and hires temporary employees for immediate clerical and technical support services to UCSF Departments and various off-campus locations. UCSF departments deploy temporary employees to work on special projects, fill in for regular employees who are on vacation or leave, or to temporarily fill a vacant position during recruitment. Frequently temporary employees become successful candidates for career and limited appointment positions.

Required Qualifications

• EPIC experience
• 4+ years of relevant experience in a healthcare setting with direct patient contact
• Excellent customer service and interpersonal communication skills
• Strong active listening and de-escalation abilities
• Proven ability to exercise sound judgment and maintain confidentiality
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving, critical thinking, and organizational skills
• Ability to work collaboratively and support team-based goals

Preferred Qualifications

• Bachelor's degree in a related field and/or equivalent experience or training preferred
• Knowledge of Patient Relations functions and healthcare operations
• Familiarity with medical center or UC policies and processes
• Working knowledge of computer applications and database systems

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

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 is an Equal Opportunity 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 status under state or federal law.

Organization

TEP

Job Code and Payroll Title

004493 PAT REL PROFL 3 CX

Job Category

Administrative Support, Support Services, Temporary Employment

Bargaining Unit

Teamsters Local 2010 - Clerical and Allied Services Unit (CX)

Employee Class

Temporary Employment

Percentage

100%

Location

San Francisco, CA

Campus

Mission Bay (SF)

Work Style

Fully Remote

Shift

Days

Shift Length

8 Hours