Patient Concierge

BLANK AST 1 (004724)

UCPath Position ID: TBD_3843

Position Description History/Status

Approved Date:

2/4/2025 4:55:25 PM

Date Last Edited:

2/4/2025 4:55:23 PM

Last Action Effective Date:

Organization Details

Business Unit (Location):

LACMP

Organization Code:

7000O

Organization:

VC STUDENT AFFAIRS

Division Code:

7800D

Division:

STUDENT HEALTH

Department:

521500 - ARTHUR ASHE STU HEALTH & WELLNESS CNTR

Position Details

UCPath Position Number:

TBD_3843

Position Description ID

235960

UC Payroll Title:

BLANK AST 1 (004724)

Business Title:

Patient Concierge

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

STEPS

Job Code FLSA:

Non-Exempt

Union Code (Collective Bargaining Unit):

CX: Clerical & Allied Services

Employee Relations Code:

E: All Others - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40093971

Reports to Payroll Title:

PROJECT POLICY ANL 2

UCPath Department Head Position Number:

40036657

Department Head Payroll Title:

HC ADM SHS MGR 3

CLOSE SUPERVISION - Indicates that the incumbent is assigned duties according to specific procedures. Work is checked frequently, and in addition there may be formal training.

POSITION SUMMARY

Under close supervision, the Patient Concierge will serve as a first point of contact for students seeking medical care and wayfinding support as they navigate our four-story medical office building. Responsible for facilitating a smooth and welcoming experience for patients, assisting with customer service needs, and ensuring effective communication and connection between patients and the clinical and administrative teams.

The mission of The Arthur Ashe Student Health and Wellness Center (The Ashe Center) is to support UCLA students in the successful attainment of their educational goals through the personalized delivery of accessible, high-quality health and wellness services, rendered with kindness and competence, by diligent, dedicated professionals.

Our comprehensive services include Primary Care, Gynecology Services, Immunizations, Travel Medicine, Physical Therapy, Specialty Clinics, Radiology & Laboratory, and Acupuncture – all under one roof! We are also pleased to offer additional services in the Ackerman Student Union: a full-service optometry center, U See LA Optometry, and the Bruin Health Pharmacy.

UCLA's student health center and its suite of services consistently rank as best in the nation. Most recently, the wellness fintech brand Ness awarded UCLA and The Ashe Center as the healthiest college in the state of California.

Customer Service

Greets all patients on-site and answers student questions related to available student health services;

Assists students with building navigation and facilitates warm hand-offs between patients and administrative/ clinical teams;

30%

Administrative Support

Works collaboratively with administrative teams to communicate time-sensitive information to students, including important deadlines and compliance information;

Assists Quality team with patient research and feedback projects to acquire information directly from students and reports results to Quality Improvement Committee;

20%

Patient Education & Health Literacy Support

Assists with patient recruitments, creating materials, and hosting regular workshops, forums, and/or orientation sessions for students seeking information about student health services in collaboration with the Outreach team and Student Health Advisory Committee (SHAC).

20%

Patient Feedback & Remediation

Assists patients with service recovery and remediation to ensure a stellar student health experience;

Solicits patient feedback from students through established channels;

De-escalates minor conflicts or concerns and elevates any larger issues to supervisory staff.

20%

Signage & Wayfinding

Manages all building signage, including advisory and wayfinding printed and digital communications throughout the building;

10%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

High School Diploma

High school diploma or equivalent

Required

And

Bachelor's Degree

Bachelor's Degree in healthcare administration, customer service, or a related field.

Preferred

1-2 years

Experience in a customer service or healthcare setting

Required

Ability to comply with UCLA training regarding confidential information related to personal information.

Required

Ability to interact effectively with students, faculty, staff, and community members of diverse cultural, social, political, and religious backgrounds and varied age, gender, sexual orientation, and ability.

Required

Ability to maintain a professional, positive attitude and work ethic.

Required

Ability to apply sound critical thinking and judgement skills.

Required

Proficiency in using a PC and knowledge of software such as MS Office, Word, Outlook and creative software suites such as Adobe.

Required

Ability to learn/use electronic medical record system software.

Required

Ability to handle confidential and sensitive information appropriately.

Required

Ability to work independently and follow through on assignments with minimal direction.

Required

Customer service skills in patient or client interaction to ensure effective outreach and support.

Required

Strong communication and interpersonal skills with a commitment to providing excellent patient care.

Required

Strong organizational skills and the ability to multitask effectively in a fast-paced environment.

Required

Ability to maintain a friendly and approachable demeanor with a commitment to helping others.

Required

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

Pre-Placement Physical: Employment is contingent upon the completion of a satisfactory physical examination.

TB Test: Continued employment is contingent upon the completion of a satisfactory TB test.

CANRA: The position is designated as a mandatory reporter under CANRA. The employee must sign the "Statement Acknowledging Requirement to Report Child Abuse".

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Clinical Setting

Location Setting:

Campus

Location:

The Ashe Center

Standing/Walking

X

X

Sitting

X

X

Bending/Stooping

X

X

Squatting/Kneeling

X

X

Climbing

X

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

Loud noise levels

X

Marked changes in humidity or temperature

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Other Mental Requirements

If "Mental demands other" was selected above, please explain:

Conflict resolution and de-escalation.

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.