Guest Support Specialist — Patient Concierge & Front Desk

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

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.