Guest Support Services (Operator Services) - Full Time, 2nd Shift/Afternoon to Evening, Rotating Holidays

BMC Software•Boston, MA

3d•$18 - $21•Onsite

About The Position

Under the direct supervision of the Support Services Supervisor, who works alongside another Support Services Supervisor and the Senior Administrative Coordinator, performs various clerical duties, including greeting patients and visitors, handling incoming calls, hospital paging, and providing general information about the hospital to the public and customers to ensure efficient and courteous service functions for the Information Desks and telephone. Position: Guest Support Services Department: Guest Support Services, Operator Services Schedule: Monday - Friday, 2nd Shift/1:30pm - 10pm, Rotating Holidays

Requirements

High School level of education is preferred
1-2 years’ experience or an equivalent combination of education or experience
Work requires analytical skills to gather and interpret data and to follow established procedures.
Work requires the ability to exchange information on factual matters, greet visitors, explain hospital policies, or relay messages to appropriate personnel. This type of interaction requires courtesy and tact when dealing with patients, visitors or hospital employees.
Work requires frequent sitting and frequent walking
Work requires the ability to check documents for accuracy.
Work requires regularly inputting/retrieving data from computer systems.

Responsibilities

Answers telephones and greets patients and visitors in a professional manner.
Answers incoming calls, transfers calls to the appropriate person or department, and, as necessary, assists in placing outgoing calls.
Locates admitted patients in the computer system and provides a visitors pass and or room information.
Provides emergency room patients’ visitors with ED visitor passes.
Escorts visitors to the Emergency Room as needed.
Contact inpatient floors for approval before issuing visitors’ passes during non-visiting hours.
Communicates appropriately with visitors for any protected, high profile or “opt-out” patients, including referring to Public Safety for clearance passes.
Utilizes EPIC and Employee Paging Directory to access necessary patient information to correctly direct outpatients and visitors.
Requests Uber rides for discharged patients, Cancer Care Center and Health Care Centers.
Maintains patient confidentiality in accordance with hospital HIPPA policy.
Demonstrates knowledge and skills to perform all functions of all information desks and telephone system, and periodically rotates desk and telephone assignments.
Responds to requests for direct dial numbers, department numbers, physician on-call status and department functions utilizing an automated system.
Rotates various desks as needed.
Handles special and priority calls such as medical emergency, code alerts and a variety of emergency and time sensitive calls from the public, patients, medical personnel, and other Boston Medical Center clients.
Follows prescribed procedures and uses page/alert systems, notifies appropriate personnel in cases of medical emergencies, cardiac arrests, drills, disasters, or other contingencies.
Assists in the training and orientation of Guest Support Services.
Assists in providing lunch coverage for colleagues assigned.
Cleans and organizes the work area and reports any safety concerns or equipment malfunctions to Support Services Supervisor.
Notifies Support Services Supervisor of supply shortage regularly.
Provides positive and effective customer service that supports departmental and hospital operations.
Performs patient information/reception duties.
Provides information to the public, patients, patient families and hospital staff pleasantly and professionally.
Utilizes the hospital's values as the basis for decision-making and to facilitate the division's hospital mission.
Follows established hospital infection control and safety procedures.
Performs other duties as needed