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 and provides patient, service, and staff information to the public, patients, and hospital staff. The role performs Call Center/Operator Services and reception/front desk duties, including issuing visitor passes, assisting with visitor escorts in the Emergency Room and Mother Baby Unit, and requesting Uber rides for patients. The position is part-time, scheduled 11 p.m. to 7:30 a.m. Saturday through Tuesday, with rotating holidays, for 32 hours per week.

Requirements

High school-level 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 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

Reception/front desk, call center/PBX/operator services experience.
Knowledge of other languages.

Responsibilities

Answer telephone calls and greet patients and visitors professionally; 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 or room information.
Issue Emergency Room visitor passes, escort visitors as needed, and contact inpatient floors for approval before issuing 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 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 information desk and telephone system functions and rotate between 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 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, and notify the supervisor about supply shortages.
Provide positive customer service and patient information/reception support to the public, patients, families, and hospital staff.
Use hospital values to guide decision-making and support the division’s mission.
Follow established hospital infection-control and safety procedures.
Perform other duties as needed.