Guest Support Services Representative

BMC Software•Boston, MA

7d•$18 - $22

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; provides information to the public, patients, and hospital staff; and maintains the clinical staff on-call/rotation schedule. The role performs Call Center and Operator Services duties, as well as reception and front-desk duties, including providing visitor passes, assisting with escorts in the Emergency Room and Mother Baby Unit, and requesting Uber rides for patients. The position rotates between information desk and telephone assignments and works Saturdays and Sundays, 7:00 a.m.–3:30 p.m., with rotating holidays. The representative answers and directs calls, helps visitors locate patients and obtain room information, issues visitor passes according to hospital procedures, handles emergency and priority calls, and uses hospital information and paging systems to direct callers and notify personnel. The role maintains patient confidentiality, provides courteous customer service, follows hospital safety and infection-control procedures, and helps with colleague coverage, training, and orientation.

Requirements

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 with courtesy and tact.
Ability to check documents for accuracy and regularly input and retrieve data from computer systems.
Work requires frequent sitting and frequent walking.
High school-level education is preferred and is also listed as a work requirement.

Nice To Haves

Experience in reception/front desk, call center, PBX/operator services.
Knowledge of other languages.

Responsibilities

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