ED Main Desk Assistant
ED Main Desk Assistant
Posted on :
09-04-2025
Employer Active
1 Vacancy
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Job Description
GENERAL SUMMARY/OVERVIEW STATEMENT:
The Main desk Assistant serves as the central receiver of incoming communication to the Emergency Department and performs the initial greeting/reception function interacting with patients families and visitors; unit based staff; and clinical and clerical staff in all departments throughout the MGH. Additional responsibilities include answering phones paging providing directions use of the EDIS System filing faxing.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Customer Service/Reception
- Acts as a central and often first point of contact for patients families and health care providers arriving in the Emergency Department.
- Supports promotes and demonstrates MGH customer service philosophy.
- Directs patients families and staff to appropriate resources and/or areas of the hospital.
- Assists patients with sign in procedure and refers to Greeter Nurse or Triage.
- Notifies treatment areas when patient visitors arrive; requests permission for visitors to enter treatment area; directs visitors to treatment areas and/or explains if visitation permission is denied.
- Maintains effective working relationships with unitbased staff other departments and physicians.
Communications
- Receives prioritizes organizes and manages information at the Front Desk and throughout the ED.
- Facilitates effective communication both directly and through utilization of communication tools including telephone internal and external paging Voalte fax and computer.
- Answers and processes all incoming calls to the Emergency Department main line according to established guidelines. May require sensitive handling of patient and physician calls.
- Triages calls to appropriate individuals within the Emergency Department.
- Provides basic information to callers regarding the hospital and the ED. (directions services phone numbers etc.
- Uses EDIS Emergency Department Census system to locate ED patients and provide basic patient information to callers.
- Maintains Emergency Department census information in EDIS.
- Notifies and collaborates with other departments/disciplines (Attending MD APS Security Interpreter Services etc. regarding unusual or potentially dangerous situations. (i.e. threats suicidal phone calls calls for ambulances etc.
- Communicates appropriate information to patients and families unitbased staff other departments and physicians. Follows patient confidentiality guidelines.
- Assists patients needing test results. Refers patients to ED access nurse or attending physician for call back.
Other
- Performs administrative tasks at the direction of the Administrative Supervisor or Charge Coordinator
- Receives sorts and forwards department mail.
- Assists with training and orientation of new staff.
QUALIFICATIONS
High School Diploma or GED required; Associate Degree preferred
EXPERIENCE
Previous experience in a health care setting preferred.
Previous employment demonstrating the skills and abilities listed below.
SKILLS/ABALITIES/COMPETENCIES REQUIRED
Sound judgment and critical thinking
Ability to prioritize effectively
Ability to handle multiple tasks in a busy environment
Strong organizational and followthrough skills
Accuracy and attention to detail
Strong customer service skills
Strong communication skills
Ability to maintain composure in stressful circumstances.
Basic computer skills
Massachusetts General Hospital is an Equal Opportunity Employer.By embracing diverse skills perspectives and ideas we choose to lead. Applications fromprotected veterans and individuals with disabilities are strongly encouraged.
Employment Type
Full-Time
Department / Functional Area
Key Skills
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