Guest Support Services Representative

Boston Medical Center•Boston, MA

About The Position

Under direct supervision of Support Services Leadership, the Guest Support Services Representative operates the hospital’s telephone paging, alert, and contingency recall systems. The role provides patient-, service-, and staff-related information to the public, patients, and hospital staff; maintains clinical staff on-call and rotation schedules; and performs Call Center/Operator Services and Reception/Front Desk duties. The representative provides visitor passes at Information Desks, may escort visitors in the Emergency Room and Mother Baby Unit, and requests Uber rides for patients. Reception/Front Desk, Call Center/PBX/Operator Services, and other languages are preferred. This is a part-time position scheduled 7:00 a.m.–3:30 p.m. on Saturdays and Sundays, with rotating holidays. The role answers and transfers calls, greets patients and visitors, provides appropriate patient and visitor information, issues visitor passes according to hospital procedures, and handles emergency and priority calls. It uses EPIC, the Employee Paging Directory, automated systems, paging equipment, and online databases to locate information, direct callers, and notify appropriate personnel. The representative maintains confidentiality, supports colleagues and training, keeps the work area organized, reports safety or equipment issues and supply shortages, and provides courteous customer service in accordance with hospital policies, values, and safety procedures.

Requirements

High School level of education is preferred; the posting also lists High School level of education as a work requirement.
One to two years of experience, or an equivalent combination of education and experience.
Six to twelve months of previous experience with telecommunications equipment, online databases, and paging systems.
Analytical skills to gather and interpret data and follow established procedures.
Ability to exchange factual information, greet visitors, explain hospital policies, and relay messages to appropriate personnel with courtesy and tact.
Ability to check documents for accuracy and regularly input and retrieve data from computer systems.
Ability to perform work involving frequent sitting and frequent walking.

Nice To Haves

Experience with Reception/Front Desk and Call Center/PBX/Operator Services.
Knowledge of other languages.

Responsibilities

Answer telephone calls, greet patients and visitors professionally, transfer incoming calls to the appropriate person or department, and assist with outgoing calls as needed.
Locate admitted patients in the computer system and provide visitor passes or room information as permitted.
Provide Emergency Room visitors with passes and escort them as needed; contact inpatient floors for approval before issuing passes during non-visiting hours.
Follow procedures for protected, high-profile, and opt-out patients, including referring visitors to Security for clearance passes.
Use EPIC and the Employee Paging Directory to access information and direct outpatients and visitors appropriately.
Request Uber rides for discharged patients, Cancer Care Center patients, and Providing Health Centers patients.
Maintain patient confidentiality in accordance with hospital HIPAA policy.
Operate information desk and telephone systems, rotate desk and telephone assignments as needed, and perform reception and operator-service duties.
Respond to requests for direct-dial and department numbers, physician on-call status, and department-function information using automated systems.
Handle medical emergencies, code alerts, drills, disasters, and other emergency or time-sensitive calls; use paging and alert systems to notify appropriate personnel.
Inform the Manager of service-affecting problems.
Assist with the training and orientation of Guest Support Services staff and provide lunch coverage for colleagues as needed.
Clean and organize the work area and report safety concerns or equipment malfunctions to a supervisor.
Notify the supervisor regularly of supply shortages.
Provide positive, effective customer service and patient information/reception support to the public, patients, families, and hospital staff.
Use hospital values as a basis for decisions and support the division’s hospital mission.
Follow established hospital infection-control and safety procedures.
Perform other duties as needed.