Guest Support Services- Full -Time, Monday through Friday 12:30p-9p, Rotating Holidays

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

Benefits offered by this job

Medical

Dental

Vision

Paid time off

403(b) retirement savings matches

Job summary

Boston Medical Center is seeking a Guest Support Services representative to greet patients and visitors, answer calls, and provide general information about the hospital. This role requires discretion with patient information and the ability to navigate EPIC and paging directories to direct inquiries.

The position is full-time, Monday through Friday, 10:00 AM to 6:30 PM, with rotating holidays. A high school diploma and 1–2 years of related experience are preferred, and the team emphasizes

Qualifications

• Greet patients and visitors professionally.
• Answer and transfer telephone calls.
• Provide information about the hospital to the public.
• Maintain patient confidentiality and HIPAA compliance.

Responsibilities

• Answer telephones and greet patients/visitors.
• Transfer calls and assist with outgoing calls as needed.
• Locate admitted patients in the system and provide visitor passes.
• Issue ED visitor passes and escort to Emergency Room when required.
• Communicate with staff to obtain approvals for passes and access.
• Use EPIC and paging directory to direct patients and visitors.
• Maintain confidentiality of patient information.
• Perform information/reception duties and rotate desk assignments.
• Respond to emergency and time-sensitive calls promptly.

Skills

Customer service

Communication

Professionalism

Education

High School diploma

Tools

EPIC

Employee Paging Directory

Job description

POSITION SUMMARY

Under direct supervision of the Support Services Manager, 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 through Friday 10am - 6:30pm , 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, 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.

OTHER DUTIES

• Performs other duties as needed.

EDUCATION

Work requires a High School level of education

EXPERIENCE

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.

Benefits

• 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

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.

Eligibility / Background Check

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.