Guest Support Services Representative

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

Job summary

Boston Medical Center is seeking a Guest Support Services Representative for the Guest Support Services department. This part-time role (7:00 AM - 3:30 PM on Saturdays and Sundays with rotating holidays) manages telephone paging, visitor passes, and information desk duties to support patients, families and hospital staff.

The position requires 1-2 years of related experience, high school education (preferred), and strong communication skills.

Qualifications

• High School education preferred.
• 1-2 years’ experience or equivalent combination of education or experience.
• Strong communication and multitasking skills.
• Ability to handle high-profile or sensitive information with discretion.
• Experience with telecommunications equipment and paging systems.
• Familiarity with EPIC software.

Responsibilities

• Answers telephones and greets patients and visitors in a professional manner.
• Transfers calls to appropriate person or department and assists in placing outgoing calls.
• Provides visitors passes and room information.
• Provides ED visitor passes and escorts visitors as needed.
• Rotates desk and telephone assignments and responds to requests for direct dial numbers.
• Handles medical emergency and time-sensitive calls from the public, patients and staff.

Skills

Customer service

Telephone etiquette

Communication

Data entry

HIPAA privacy

Education

High school diploma or equivalent

Tools

EPIC

Paging system

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.

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.
• 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.

Equal Opportunity Employer/Disabled/Veterans