Guest Support Services Representative

BMC Company 100; Boston (MA); On-site; USD 25,000 - 30,000; Part time

Benefits offered by this job

Total compensation and benefits

Job summary

Boston Medical Center is seeking a Guest Support Services Representative to operate the hospital's information desks, telephone paging, and front desk duties. This part‑time role (7:00 am–3:30 pm; Saturdays, Sundays, and rotating holidays) involves greeting patients, answering calls, issuing passes, and guiding visitors with professionalism.

You will rotate desk assignments, handle urgent calls, and support HIPAA privacy while using EPIC and paging systems.

Qualifications

• Minimum 1–2 years of experience or an equivalent combination of education or experience.
• Experience with telecommunications equipment, online databases and paging systems is preferred.

Responsibilities

• Answer telephones and greet patients and visitors professionally.
• Transfer calls to appropriate persons or departments.
• Issue visitor passes and provide room information.
• Escort visitors to emergency areas as needed and manage ED passes.
• Coordinate with inpatient floors for passes during non-visiting hours.
• Maintain patient confidentiality per HIPAA.

Skills

Customer service

Telephone etiquette

Communication

Data entry

Multitasking

Education

High School diploma preferred

Tools

EPIC

Paging systems

Job description

Position Summary

Under direct supervision of Support Services Leadership, operates the hospital’s telephone paging, alert and contingency recall systems. Provides patient, services and staff related information to the general public, patients, hospital staff and maintains on‑call/rotation schedule for clinical staff. Provides all duties related to a Call Center, Operator Services. Provides visitor passes at the Information Desks and assist with escorting visitors in the Emergency Room and Mother Baby Unit. Requests Uber Rides for BMC patients. Provides all duties related to Receptions, Front Desk. Reception/Front Desk, Call Center/PBX/Operator Services and other languages preferred. Position: Guest Support Services Representative Department: Guest Support Services Schedule: Part‑Time 7am - 3:30pm (Saturdays and Sundays, 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.

OTHER DUTIES

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. Work requires a High School level of education Six to twelve months of previous experience with telecommunications equipment, on‑line databases and paging systems.

COMPENSATION AND BENEFITS

Equal Opportunity Employer/Disabled/Veterans Compensation Range: $18.20- $21.75 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.

COMPANY CULTURE

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‑recognised 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.

ACADEMIC ADJACENCY

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.

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.

VACCINATION REQUIREMENT

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

DIVERSITY STATEMENT

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.