Guest Support Services Full Time, Wednesdays to Sundays, Rotating Holidays, 3rd shift/Overnight

Boston Medical Center • Boston, MA

436d

About The Position

The Guest Support Services position at Boston Medical Center involves operating the hospital's telephone paging and alert systems under the supervision of Support Services Leadership. The role is essential for providing information to patients, visitors, and hospital staff, ensuring effective communication and support within the hospital environment. This full-time position requires working overnight shifts from Wednesdays to Sundays, including rotating holidays, and focuses on delivering excellent customer service while maintaining patient confidentiality and safety protocols.

Requirements

• High school diploma or GED preferred.
• 1-2 years of experience in a similar role or an equivalent combination of education and experience.
• Analytical skills to gather and interpret data and follow established procedures.
• Ability to exchange information on factual matters and greet visitors courteously.
• Experience with telecommunications equipment, online databases, and paging systems (6-12 months preferred).
• Ability to check documents for accuracy and input/retrieve data from computer systems.

Nice To Haves

• Bilingual skills preferred for communication with diverse populations.

Responsibilities

• Operate the hospital's telephone paging, alert, and contingency recall systems.
• Provide patient, services, and staff-related information to the general public, patients, and hospital staff.
• Maintain on-call/rotation schedule for clinical staff.
• Provide visitor passes at the Information Desks and assist with escorting visitors in the Emergency Room and Mother Baby Unit.
• Request Uber rides for BMC patients.
• Answer telephones and greet patients and visitors in a professional manner.
• Transfer calls to the appropriate person or department and assist in placing outgoing calls as necessary.
• Locate admitted patients in the computer system and provide visitors with pass and room information.
• Provide emergency room patients' visitors with ED visitor passes and escort them as needed.
• Communicate appropriately with visitors regarding protected or high-profile patients, referring to security for clearance passes when necessary.
• Utilize EPIC and Employee Paging Directory to access necessary patient information.
• Maintain patient confidentiality in accordance with hospital HIPAA policy.
• Respond to requests for direct dial numbers, department numbers, and physician on-call status using an automated system.
• Handle special and priority calls such as medical emergencies and code alerts.
• Notify appropriate personnel in cases of medical emergencies, cardiac arrests, drills, disasters, or other contingencies.
• Inform the Manager of service-affecting problems.
• Assist in the training and orientation of Guest Support Services staff.
• Provide lunch coverage for colleagues as assigned.
• Clean and organize the work area and report any safety concerns or equipment malfunctions to the supervisor.
• Notify the supervisor of supply shortages regularly.
• Provide positive and effective customer service that supports departmental and hospital operations.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED