Intake and Triage Specialist

Job Summary

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 elevate 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.

• 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

• 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

• 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

• 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: UCSF Benefits

UCSF's Temporary Employment Program (TEP) recruits and hires temporary employees for immediate clerical and technical support services to UCSF Departments and various off‑campus locations. UCSF departments deploy temporary employees to work on special projects, fill in for regular employees who are on vacation or leave, or to temporarily fill a vacant position during recruitment. Frequently temporary employees become successful candidates for career and limited appointment positions.

• EPIC experience
• 4+ years of relevant experience in a healthcare setting with direct patient contact
• Excellent customer service and interpersonal communication skills
• Strong active listening and de‑escalation abilities
• Proven ability to exercise sound judgment and maintain confidentiality
• Ability to manage multiple priorities in a fast‑paced environment
• Strong problem‑solving, critical thinking, and organizational skills
• Ability to work collaboratively and support team‑based goals

• Bachelor's degree in a related field and/or equivalent experience or training preferred
• Knowledge of Patient Relations functions and healthcare operations
• Familiar…