Guest Support Services

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, and 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 assists with escorting visitors in the Emergency Room and Mother Baby Unit. Requests Uber Rides for BMC patients.

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 assists in placing outgoing calls. Locates admitted patients in the computer system and provides visitors pass and room information.
• Provides emergency room patients’ visitors with ED visitor passes.
• Escorts visitors to the Emergency Room as needed.
• Contacts inpatient floors for approval prior to issuing visitors’ 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 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 HIPAA policy.
• Demonstrates knowledge and skills to perform all functions of all information desk and telephone system and periodically rotates desk and telephone assignments.
• Responds to requests for direct dial numbers, department numbers, physician on-call status, and department functions utilizing an automated system.
• Rotates various desks as needed.
• Handles special and priority calls such as medical emergencies, 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 uses page/alert systems to notify appropriate personnel in cases of medical emergencies, cardiac arrests, drills, disasters, or other contingencies.
• Informs Manager of service affecting problems.
• Assists in the training and orientation of Guest Support Services staff.
• 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 analytical skills to gather and interpret data and 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 interaction requires courtesy and tact when dealing with patients, visitors, or hospital employees.
• Work requires frequent sitting and 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, online databases, and paging systems.