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, reception, and front desk duties. The representative provides visitor passes at information desks, assists with visitor escorts in the Emergency Room and Mother Baby Unit, and requests Uber rides for patients. The position is full-time, Monday through Friday, 11:00 a.m. to 7:30 p.m., with rotating holidays. The representative answers and transfers calls, greets patients and visitors, provides appropriate patient and department information, and uses hospital systems to direct visitors and outpatients. The role handles emergency and priority calls, uses paging and alert systems to notify personnel of emergencies and contingencies, and helps maintain a safe, organized, and customer-focused work environment. Patient confidentiality, infection control, safety procedures, and the hospital’s values must be observed. Compensation is listed as $18.20–$21.75. The range is an estimate based on minimum qualifications, with offers also considering relevant education, experience, and licensure or certifications. Benefits mentioned include medical, dental, vision, and pharmacy coverage; contract increases; Flexible Spending Accounts; 403(b) savings matches; earned time cash out; paid time off; career advancement opportunities; and resources supporting employee and family wellbeing.

Requirements

High school level of education is preferred and is also listed 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.
Ability to 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, call center/PBX/operator services, and other languages is preferred.

Responsibilities

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