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. The role provides patient-, service-, and staff-related information to the general public, patients, and hospital staff, and maintains the on-call/rotation schedule for clinical staff. It includes Call Center, Operator Services, reception, and front desk duties. The representative provides visitor passes at Information Desks, assists with escorting visitors in the Emergency Room and Mother Baby Unit, and requests Uber rides for patients. The position is part-time, scheduled 11 p.m. to 7:30 a.m. Saturdays through Tuesdays, with rotating holidays, for 32 hours.

Requirements

One to two years of experience, or an equivalent combination of education and experience.
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.
Ability to regularly input and retrieve data from computer systems.
Six to twelve months of previous experience with telecommunications equipment, online databases, and paging systems.

Nice To Haves

High school-level education is preferred.
Experience in reception/front desk, call center/PBX/operator services, and other languages are preferred.

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.
Provide Emergency Room visitors with visitor passes and escort visitors to the Emergency Room as needed.
Contact inpatient floors for approval before issuing visitor passes during non-visiting hours.
Handle visitor inquiries involving 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 patient information and direct outpatients and visitors.
Request Uber rides for discharged patients, Cancer Care Center patients, and Providing Health Centers.
Maintain patient confidentiality in accordance with hospital HIPAA policy.
Perform duties for information desks and telephone systems, including rotating desk and telephone assignments as needed.
Respond to requests for direct dial and department numbers, physician on-call status, and department functions using an automated system.
Handle special and priority calls, including medical emergencies, code alerts, and other emergency or time-sensitive calls.
Use page and alert systems and follow prescribed procedures 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.
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 about supply shortages.
Provide positive and effective customer service supporting departmental and hospital operations.
Provide patient information and reception services to the public, patients, families, and hospital staff in a pleasant and professional manner.
Use the hospital’s Values as a basis for decision-making and to support the division’s hospital mission.
Follow established hospital infection-control and safety procedures.
Perform other duties as needed.