Console Operator, Guest Support Services 40 Hours, M-F Eves, 3-11:30 pm, Rotate Holidays

Boston Medical Center; Boston (MA); On-site; USD 25,000 - 30,000; Full time

Job summary

Boston Medical Center is seeking a Guest Support Services associate to greet patients and visitors, answer calls, and provide information with a courteous, professional approach. The role requires flexibility to rotate desk and telephone assignments and respond calmly to emergencies.

The position is full-time, with a 3pm–11:30pm schedule, weekdays, including rotating holidays. Experience in customer service and familiarity with hospital systems are preferred.

Qualifications

• Greet patients and visitors and answer calls professionally.
• Ability to use computer systems to locate patient information and assist visitors.

Responsibilities

• Answer telephones and greet patients/visitors professionally.
• Transfer calls and help place outgoing calls as needed.
• Provide patient information and directions, issue visitor passes, and escort to departments.
• Maintain patient confidentiality per HIPAA and assist with desk/phone rotations.

Skills

Customer service

Communication skills

Data entry

Education

High School diploma

Tools

EPIC

Job description

POSITION SUMMARY

Under direct supervision of the Support Services leadership, performs various clerical duties, including greeting patients and visitors, handling incoming calls, hospital paging, providing general information about the hospital to the public and customers to ensure efficient and courteous service functions for the Information desks and telephone. Position: Guest Support Services Department: Guest Support Services Schedule: Full time, Monday to Friday 3pm to 11:30pm, Evening/2nd Shift, Rotating Holidays

ESSENTIAL RESPONSIBILITIES / DUTIES

• Answers telephones and greets patients and visitors in a professional manner.
• Answers incoming calls, transfers calls to the appropriate person or department, and as necessary, assists in placing outgoing calls.
• Locates admitted patients in the computer system and provides visitors pass and or room information.
• Provides emergency room patients’ visitors with ED visitor passes.
• Escorts visitors to Emergency Room as needed.
• Contact inpatient floors for approval prior to issuing visitor’s passes during non-visiting hours.
• Communicates appropriately with visitors for any protected, high profile or “opt-out” patients, including referring to security for clearance passes.
• Utilizes EPIC and Employee Paging Directory to access necessary patient information so as to correctly direct outpatients and visitors.
• Requests Uber Ride for discharged patient, Cancer Care Center and Providing Health Centers Maintains patient confidentiality in accordance with hospital HIPPA policy.
• Demonstrates knowledge and skills to perform all functions of all information desk and telephone system and periodically rotates desk and telephone assignment.
• Responds to requests for direct dial numbers, department numbers, physician on-call status and department functions utilizing an automated system.
• Rotates various desk as needed.
• Handles special and priority calls such as medical emergency, code alerts and a variety of emergency and time sensitive calls from the general public, patients, medical personnel and other Boston Medical Center clients.
• Follows prescribed procedures and using page/alert systems, notifies appropriate personnel in cases of medical emergencies, cardiac arrests, drills, disasters, or other contingencies.
• Inform Manager of service effecting problems.
• Assists in the training and orientation of Guest Support Services.
• Assists in providing lunch coverage for colleagues assigned.
• Cleans and organizes work area and reports any safety concerns or equipment malfunctions to supervisor.
• Notifies supervisor of supply shortage on a regular basis.
• Provides positive and effective customer service that supports departmental and hospital operations.
• Performs patient information/reception duties.
• Provides information to the general public, patients, patient families and hospital staff in a pleasant and professional manner.
• Utilizes hospital's Values as the basis for decision making and to facilitate the division's hospital mission.
• Follows established hospital infection control and safety procedures.
• Performs other duties as needed.

JOB REQUIREMENTS

• High School level of education is preferred.
• 1-2 years’ experience or an equivalent combination of education or experience.

KNOWLEDGE AND SKILLS

• Work requires the analytical skills to gather and interpret data and to follow established procedures.
• Work requires the ability to exchange information on factual matters, greet visitors, explain hospital policies or relay messages to appropriate personnel.
• This type of interaction requires courtesy and tact when dealing with patients, visitors or hospital employees.
• Work requires frequent sitting and frequent walking
• Work requires ability to check documents for accuracy.
• Work requires regularly inputting/retrieving data from computer systems.

COMPENSATION RANGE

$17.93- $21.43

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, and licensure/certifications directly related to position requirements. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), contract increases, Flexible Spending Accounts, 403(b) savings matches, earned time cash out, paid time off, career advancement opportunities, and resources to support employee and family wellbeing.

• medical
• dental
• vision
• pharmacy
• contract increases
• Flexible Spending Accounts
• 403(b) savings matches
• earned time cash out
• paid time off
• career advancement opportunities
• resources to support employee and family wellbeing

Equal Opportunity Employer/Disabled/Veterans

Working at Boston Medical Center is more than a job. It’s a chance to make a difference as part of our mission to provide exceptional and equitable care to all. As a nationally-recognized leader in health equity, nursing, initiatives to combat climate change, and many other areas, BMC is dedicated to improving the health of our community in Boston and beyond. BMC’s mission to provide exceptional care without exception extends to our employees, and we have been recognized as a top employer and best place to work. A strong sense of teamwork and support for our staff are the bedrock of BMC, as we know that we can only provide exceptional care to patients when our staff are cared for too.

Boston Medical Center is an equal employment/affirmative action employer. We ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic.

If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to [e-mail] or call 617-638-8582 to let us know the nature of your request.

Boston Medical Center participates in the Electronic Employment Verification Program. As an E-Verify employer, prospective employees of BMC must complete a background check before beginning their employment at the hospital.

BMC requires all staff to be vaccinated against COVID-19 and flu, as well as receive a booster dose of the COVID-19 vaccine.