"Intake and Triage Specialist"

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

The final salary and offer components are subject to additional approvals based on UC policy.

To see the salary range for this position (we recommend that you make a note of the job code and use that to look up): TCS Non-Academic Titles Search

Please note: An offer will take into consideration the experience of the final candidate AND the current salary level of individuals working at UCSF in a similar role.

For roles covered by a bargaining unit agreement, there will be specific rules about where a new hire would be placed on the range.

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html