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 information about patients, services, and staff to the general public, patients, and hospital staff, and maintains on-call and rotation schedules for clinical staff. It includes Call Center, Operator Services, Reception, and Front Desk duties. The representative answers and transfers calls, greets patients and visitors, provides visitor passes and appropriate patient or room information, and escorts visitors to the Emergency Room as needed. The role also requests Uber rides for discharged patients and designated care centers, handles emergency and priority communications, and follows established procedures for notifying personnel about emergencies and contingencies. The position is full-time, Monday through Friday, 11 a.m. to 7:30 p.m., with rotating holidays.

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.
Ability 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.
High school-level education is preferred and is also listed as a work requirement.
Frequent sitting and frequent walking are required.

Nice To Haves

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

Responsibilities

Answer telephones and greet patients and visitors professionally.
Answer incoming calls, transfer them 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 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 patient information and direct outpatients and visitors appropriately.
Request Uber rides for discharged patients and for the Cancer Care Center and Providing Health Centers.
Maintain patient confidentiality in accordance with hospital HIPAA policy.
Perform duties for information desks and telephone systems, and rotate among 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, drills, disasters, and other emergency or time-sensitive calls.
Use paging 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 or equipment malfunctions to a supervisor, and notify the supervisor of 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 hospital values as a basis for decision-making and to support the hospital mission.
Follow established hospital infection-control and safety procedures.
Perform other duties as needed.