Guest Support Services - Monday - Friday 7am - 3:30pm

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Pharmacy benefits

Contract increases

Flexible Spending Accounts

403(b) match

Earned time cash out

Paid time off

Career advancement

Employee wellbeing resources

Job summary

Boston Medical Center is seeking a Guest Support Associate to greet patients and visitors, answer phones, and provide general information at the Information desks. You will issue visitor passes, coordinate with departments, and help direct outpatients and visitors using EPIC and paging tools.

The role requires 1–2 years of experience or equivalent and a high school diploma. Work is full-time, Monday–Friday, 7am–3:30pm, with benefits including medical, dental, vision, and more.

Qualifications

• High School education preferred.
• 1-2 years’ experience or an equivalent combination of education or experience.
• Ability to greet visitors and relay messages with courtesy and tact.
• Ability to input/retrieve data from computer systems.

Responsibilities

• Answers telephones and greets patients and visitors in a professional manner.
• Transfers calls to appropriate person or department and assists with outgoing calls.
• Locates admitted patients in the computer system and provides visitor passes and room information.
• Provides ED visitor passes to Emergency Room patients’ visitors.
• Escorts visitors to the Emergency Room as needed.
• Seeks inpatient floor approval before issuing passes during non-visiting hours.
• Communicates with visitors regarding protected/high-profile patients and refers to security for clearance passes.
• Uses EPIC and Paging Directory to access patient information and direct outpatients/visitors.
• Requests Uber rides for discharged patients; maintains confidentiality per HIPAA policy.
• Demonstrates knowledge to perform information desk and telephone functions and rotates desk assignments.
• Responds to direct dial/department/physician on-call requests using automated systems.
• Rotates among desks as needed and handles priority calls (emergencies, codes).
• Notifies appropriate personnel in emergencies or drills; informs manager of issues.
• Assists in training/orientation of Guest Support Services; provides lunch coverage as needed.
• Cleans/organizes workspace and reports safety concerns or equipment malfunctions.
• Notifies supervisor of supply shortages.
• Provides positive customer service supporting hospital operations.
• Performs patient information/reception duties and provides information to the public, patients, families, and staff.
• Follows hospital values and infection control/safety procedures.

Skills

Greet patients/visitors

Telephone etiquette

Data entry

HIPAA compliance

EPIC software

Education

High School diploma

Tools

EPIC

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 Department: Guest Support Services Schedule: Full Time - Monday - Friday 7am - 3:30pm

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

• Education: High School level of education is preferred
• 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

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.

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

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.

Accommodation

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.

Electronic Employment Verification and Vaccination Requirements

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.