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#107225 Compass Liaison

Initial Review Date: Mon 6/14/2021

This position will remain open until filled.

UCSD Layoff from Career Appointment: Apply by 12/23/20 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 01/04/21. Eligible Special Selection clients should contact their Disability Counselor for assistance.


Reporting to the Director of Patient Engagement and Experience Strategy is a Compass Guest Relations Liaison responsible for providing daily urgent referral assistance and care coordination/navigation to all high-level Compass Guest Relations patients and also to patient experience patients. The Compass Guest Relations Liaison is administratively responsible for providing efficient, personalized services to these patients in order to coordinate access to all institutional clinical services. Services may include: registration, obtaining medical records, multiple appointment/consultation scheduling, transportation and hotel accommodations, and personalized patient escort service, etc. This position is responsible for effectively and professionally communicating and interacting with a diverse population of Compass Guest Relations patients, their families, and referring entities, including Fortune 500 business leaders and owners, major donors and "friends" of UCSD, politicians, celebrities, UC Senior leadership and faculty, etc.

PATIENT EXPERIENCE - The Compass Guest Relations Liaison has an in-depth knowledge of the Health care organization, processes, and resources to creatively and effectively facilitate patient care and to deliver quality services which patients will perceive as adding value to their experiences. Demonstrates flexibility and ability to support and assist patients and families who present grievances and concerns regarding their medical care. Listens with empathy and caring, then researches, problem solves and advocates, ensuring the patients are assured that their concerns are taken seriously. This individual exercises excellent judgment, diplomacy and an in-depth understanding of the organizational structure and dynamics to ensure that appropriate individuals are involved when handling volatile, sensitive or politically charged situations.


  • Seven (7) years of related experience, education/training, OR a Bachelor’s degree in related area plus three years of related experience/training.

  • Strong knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare / Medicaid regulations. Knowledge of Medical Terminology. Strong knowledge of data collection, compilation, and analytical techniques.

  • Strong skills to comprehend and assess patient's grievances to quickly locate appropriate resource for assistance. In-depth knowledge of the organization and how to get issues resolved.

  • Ability to use discretion and maintain all confidentiality.

  • Strong interpersonal and customer service skills. Ability to communicate and resolve issues effectively with a diverse population of patients, staff and physicians.

  • Excellent analytical and problem-solving skills. Ability to develop solutions and recommend changes and follow through with implementation.

  • Excellent written and verbal communication skills.

  • Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area.


  • Experience working with donors and/or VIPs.
  • Knowledge of the healthcare system and how it works


  • Must be able to work various hours and locations based on business needs.
  • Employment is subject to a criminal background check and pre-employment physical.

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, and several outpatient clinics. UC San Diego Medical Center in Hillcrest is a designated Level I Trauma Center and has the only Burn Center in the county. We invite you to join our dynamic 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.

UC San Diego Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

UC San Diego Health Sys
Payroll Title:
Salary Range
Commensurate with Experience
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Work Schedule:
Days, 8 hrs/day, Monday - Friday


As a federally-funded institution, UC San Diego Health maintains a marijuana and drug free campus. New employees are subject to drug screening.