Senior Manager, Guest Services - 140619

UC San Diego Health; San Diego (CA); On-site; USD 111,000 - 211,000; Full time

Job summary

UC San Diego Health is seeking a Senior Manager, Guest Services to oversee the daily operations of the Guest Services program across UC San Diego Health's three hospital campuses. Lead staffing, service delivery, and team performance to ensure a welcoming experience for patients and families.

Reporting to the Director of Experience Operations, you will supervise Guest Services staff, develop schedules, ensure staffing levels, and collaborate with leaders to advance hospitality and patient

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 and how to apply them to improve Patient Relations operations.
• Knowledge of federal, state and local laws and regulations relevant to healthcare and employment.

Responsibilities

• Oversee the daily operations of the Guest Services program across UC San Diego Health's three hospital campuses, ensuring consistent service delivery and staffing coverage.
• Supervise, coach, and mentor Guest Services team members.
• Develop team member schedules and ensure adequate staffing to meet operational needs.
• Recruit, onboard, and manage personnel; maintain accurate job descriptions; conduct performance evaluations; set development goals.
• Ensure compliance with Collective Bargaining Agreements, HR policies, and employment practices; collaborate with Labor Relations and HR.
• Monitor daily operations and resolve issues impacting service delivery.
• Identify operational challenges and implement solutions to improve workflows and efficiency.
• Prepare regular program updates, reports, and summaries.
• Build collaborative relationships with leaders across the organization and manage resources.

Education

Bachelor's degree

Tools

EPIC

Lean Six Sigma

Job description

Payroll Title

PAT REL MGR 1

Department

GUEST SERVICES

Hiring Pay Scale

$111,300 - $161,200 / Year

Worksite

La Jolla

Appointment Type

Career

Appointment Percent

100%

Union

Uncovered

Total Openings

1

Work Schedule

Days, 8‑Hour Shifts, Monday‑Friday

Filing Deadline

Fri 9/18/2026

#140619 Senior Manager, Guest Services

UC San Diego Internal Recruitment

This is a UC San Diego Internal Recruitment open to UCSD and UCSD Health System Staff Only

UCSD Layoff from Career Appointment: Apply by 9/16/2026 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Reassignment Applicants: Eligible Reassignment clients should contact their Disability Counselor for assistance.

Description

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.

The Senior Manager leads Guest Services team members, supports departmental initiatives, and collaborates with leaders across the organization to promote a welcoming and supportive environment. The role is responsible for ensuring patients, families, visitors, and team members receive information, guidance, assistance, and hospitality-focused service throughout their experience at UC San Diego Health.

Key Responsibilities

• 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.
• Monitor daily operations and resolve issues that may impact service delivery.
• Identify operational challenges and implement solutions to improve workflows, efficiency, service delivery, and departmental effectiveness.
• Prepare and provide regular program updates, reports, and operational summaries.
• Build and maintain collaborative working relationships with leaders and departments throughout the organization.
• Manage departmental supplies, equipment, and other operational resources.
• Ensure compliance with organizational policies, procedures, and departmental standards.
• Support the implementation of departmental initiatives, projects, and operational changes.

Minimum 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.
• Skills to effectively manage multiple priorities in a complex, challenging environment. Demonstrates adaptability and flexibility, anticipates and effectively handles change.
• Ability 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.

Preferred Qualifications

• Experience working in UC San Diego Health Guest Services role.
• Experience working with EPIC.
• Certification in Lean Six Sigma.
• Experience in public speaking.
• High degree of computer literacy and competence in the use of Microsoft Word, Excel, PowerPoint, Outlook.
• Familiarity with and working knowledge of clinical, professional, and support services departments in fast-paced, hospital environment

SPECIAL CONDITIONS

• Employment is subject to a criminal background check and pre‑employment physical.

Pay Transparency Act

Annual Full Pay Range: $111,300 - $211,100 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $53.30 - $101.10

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).

If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

If applicable, life‑support certifications (BLS, NRP, ACLS, etc.) must include hands‑on practice and in‑person skills assessment; online‑only certification is not acceptable.

UC San Diego Health is the only academic health system in the San Diego region, providing leading‑edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute‑designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, the only Burn Center in the county, and dozens of outpatient clinics. We invite you to join our team!

Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles