Guest Support Services - Monday-Friday 2pm to 10:30pm

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

Benefits offered by this job

Medical

Dental

Vision

Pharmacy

Flexible Spending Accounts

403(b) savings matches

paid time off

Job summary

Boston Medical Center is seeking a full-time Receptionist in the Guest Support Services department. You will answer phones, greet patients and visitors, and provide general information about the hospital to ensure courteous service at Information Desks.

Responsibilities include locating admitted patients, issuing passes, coordinating with ED and nursing staff, and assisting with language interpretation and accessibility needs, while maintaining HIPAA confidentiality.

Qualifications

• Requires a high school education and relevant customer-service experience.
• Two years of work experience is required.
• Knowledge of telephone techniques and effective communication is essential.
• Ability to handle patients under stress while maintaining confidentiality.

Responsibilities

• Answer phones and greet patients and visitors in a professional manner.
• Locate admitted patients in the computer system and issue visitor passes.
• Provide ED visitor passes and assist with language interpretation as needed.
• Maintain patient confidentiality in accordance with HIPAA policies.
• Coordinate with ED, nursing and registration to support patient flow.

Skills

Telephone techniques

Effective communication

Handling stressful situations

Customer service

HIPAA/privacy knowledge

Education

High School Diploma

Tools

IDX system

IBEX SDK Patient Locator

Ambulatory Referral system

Physician Locator

SoftrMed

GRID

SCM

Job description

POSITION SUMMARY: Performs administrative tasks, such as answering phones, receiving visitors, and providing general information about the Hospital to the public and customers to ensure efficient and courteous service functions at the Information Desks. Position: Receptionist Department: Guest Support Services Schedule: Full-time, 40 Hours, Monday-Friday 2pm to 10:30pm , Rotating Holidays

ESSENTIAL RESPONSIBILITIES / DUTIES:

Reception: Answers telephones and greets patients and visitors in a professional manner. Locates admitted patients in the computer system and provides their visitors with passes. Provides emergency room patients’ visitors with ED visitor passes. Communicates appropriately with visitors for any protected, high profile or “opt out” patients, including referring to security for clearance or passes. Utilizes IDX, IBEX SDK Patient Locater, to access necessary patient information so as to correctly direct outpatients and visitors. Directs patients and visitors to the correct location. Uses Ambulatory Referral system for clinic information and Physician Locator as needed. Escorts visitors to the Emergency Room as needed. Utilizes the dual handset interpreter phone when communicating with patients or visitors in need of language interpretation. Assists deaf or hard of hearing patients with TTY/TDD phones. Assists blind patients to make phone calls. Maintains patient confidentiality in accordance with hospital HIPAA policy. Demonstrates knowledge and skills to perform all functions of all information desks and periodically rotates desk assignment. Coordination: Contacts psychiatric nursing or social work staff for all the trauma patient families immediately upon their arrival at the ED. Works closely and diplomatically with ED and nursing staff to update waiting family members and to gain clearance for visitors. Contacts inpatient floors for approval prior to issuing visitor’s passes during non visiting hours. Calls transport department for ill or disabled patients needing assistance. Pages or calls the inter campus shuttle for patients and visitors. Communicates all policy and procedure issues and concerns to supervisor via phone, page or e-mail. During evenings and nights, searches and retrieves requested medical records and faxes authorized patient information to outside requesting emergency health care facilities using SoftrMed, GRID, and SCM programs. Maintains faxed printed records in total confidentiality and according to protocol set by GSS & the Health Information Department. Liaison Acts as a liaison for patients with limited English proficiency by accessing telephone interpreters and/or calling Interpreter Services Department. Works closely with admitting and registration department in assuring that patients and visitors are completely assisted. Supports Central Administration Department by documenting/reporting patient/visitor issues and concerns. Locates hospital staff through utilization of hospital directories including Employee Directory and Paging, Ambulatory Referral and Physician Locator. Assists in providing lunch coverage for colleagues, as assigned. Documents incidents. Cleans and organizes work area and reports any safety concerns or equipment malfunctions to supervisor. Notifies supervisor of supply shortage on a regular basis. Conforms to hospital standards of performance and conduct, including those pertaining to patient rights, so that the best possible customer service and patient care may be provided. Utilizes hospital’s behavioral standards as the basis for decision-making and to facilitate the hospital’s goals and mission. Follows established hospital infection control and safety procedures. Performs other duties as assigned or as necessary. (The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB DESCRIPTION CHARACTERISTICS

Education: Requires at a minimum, completion of a high school education (diploma or GED).

Experience: Requires two years of work experience or an equivalent combination of education and experience.

Knowledge and Skills: Requires knowledge of telephone techniques. Work requires ability to communicate effectively with others. Requires the ability to handles patients under stress. Requires the ability to deal with stressful situations calmly and effectively. Work requires ability to understand and follow directions. Work requires ability to operate standard office equipment. Knowledge of policies and procedures, as well as proficiency in use of hospital information system at a level generally acquired during a year of related experience highly preferred.

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.

• 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

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.

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.