Hiring: Senior Manager, Guest Services - 140619 Company: UC San Diego Health Location: San Diego, CA Job Posted Time: 2026-09-12 13:23:52 Employment Type: Contract Target Skills & Keywords : ACLS, BLS, Epic Systems, Microsoft Excel, Microsoft PowerPoint, Six Sigma About the job Required Skills: •The Guest Services team supports patients, families, and visitors by providing information, wayfinding assistance, and hospitality-focused service that helps create a welcoming and seamless experience throughout UC San Diego Health. •Reporting to the Director of Experience Operations •, the Senior Manager, Guest Services is responsible for the daily operations of the Guest Services program across UC San Diego Health's three hospital campuses. This position oversees staffing, service delivery, and team performance to ensure a consistent and welcoming experience for patients, families, visitors, and team members. •Oversee the daily operations of the Guest Services program across UC San Diego Health's three hospital campuses, ensuring consistent service delivery, staffing coverage, and operational support. •Supervise, coach, and mentor Guest Services team members. •Develop team member schedules and ensure adequate staffing to meet operational needs. •Recommend staffing changes based on operational needs; manage the recruitment, selection, and onboarding process to ensure new hires meet departmental standards; maintain accurate job descriptions; conduct performance evaluations; and establish development goals for team members. •Ensure compliance with applicable Collective Bargaining Agreements, organizational policies, and employment practices; collaborate with Labor Relations and Human Resources to address personnel matters, interpret contract provisions, and support employee relations activities. Qualifications: •Bachelor's degree in related area and seven or more years of relevant experience in a healthcare setting, or equivalent combination of experience, education and training •Broad knowledge of patient experience concepts. Ability to apply knowledge to improve Patient Relations operations. Knowledge of industry trends. •Current working knowledge of medical center, HR and UC policies and processes. Broad knowledge of relevant federal, state and local laws and regulations. Demonstrated ability to apply policy knowledge to identify risk and suggest improvements to compliance/regulatory issues. •Leadership skills in employee supervision and HR administration to effectively manage and motivate others. Conflict resolution skills to resolve personnel issues and counsel staff to develop cooperative working relationships. •Demonstrated capacity to organize operations in an efficient and effective manner through improving processes, procedures, and systems. •Interpersonal skills to collaborate within and across departments to coordinate activities and resolve problems. Interpersonal skills to maintain effective professional relationships with staff, peers, and senior management. •Proven analytical ability and problem-solving skills to evaluate complex issues and identify options for resolution. Demonstrates sound judgement. •Strong verbal and written communication skills to effectively communicate through all mediums and with all groups. Demonstrated active listening and ability. Ability to persuade, advise, influence and coach staff. •Certification in Lean Six Sigma. •High degree of computer literacy and competence in the use of Microsoft Word, Excel, PowerPoint, Outlook. Compensation: •$111,300 - $161,200 / year •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!