Guest Support Services-Full -Time Monday through Friday 11a-730p Rotating Holidays

POSITION SUMMARY:

Under direct supervision of the Support Services Manager performs various clerical duties including greeting patients and visitors handling incoming calls hospital paging 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

Schedule: Monday through Friday 11:00a7:30p Rotating Holidays

Location: Boston MA

Onsite only

ESSENTIAL RESPONSIBILITIES / DUTIES:

• 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 visitors pass and or room information.

• Provides emergency room patients visitors with ED visitor passes.

• Escorts visitors to Emergency Room as needed.

• Contact inpatient floors for approval prior to issuing visitors passes during nonvisiting hours.

• Communicates appropriately with visitors for any protected high profile or optout patients including referring to security for clearance passes.

• Utilizes EPIC and Employee Paging Directory to access necessary patient information so as to correctly direct outpatients and visitors.

• Requests Uber Ride for discharged patient Cancer Care Center and Providing Health Centers

• Maintains patient confidentiality in accordance with hospital HIPPA policy.

• Demonstrates knowledge and skills to perform all functions of all information desk and telephone system and periodically rotates desk and telephone assignment.

• Responds to requests for direct dial numbers department numbers physician oncall status and department functions utilizing an automated system.

• Rotates various desk as needed.

• Handles special and priority calls such as medical emergency code alerts and a variety of emergency and time sensitive calls from the general public patients medical personnel and other Boston Medical Center clients.

• Follows prescribed procedures and using page/alert systems notifies appropriate personnel in cases of medical emergencies cardiac arrests drills disasters or other contingencies.

• Inform Manager of service effecting problems.

• Assists in the training and orientation of Guest Support Services.

• Assists in providing lunch coverage for colleagues assigned.

• Cleans and organizes work area and reports any safety concerns or equipment malfunctions to supervisor.

• Notifies supervisor of supply shortage on a regular basis.

• Provides positive and effective customer service that supports departmental and hospital operations.

• Performs patient information/reception duties. Provides information to the general public patients

• Utilizes hospitals Values as the basis for decision making and to facilitate the divisions hospital mission.

• Follows established hospital infection control and safety procedures.

OTHER DUTIES:

Performs other duties as needed

JOB REQUIREMENTS

EDUCATION:

• Work requires a High School level of education or equivalent

EXPERIENCE:

• 12 years experience or an equivalent combination of education or experience

KNOWLEDGE AND SKILLS:

• Work requires the 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 ability to check documents for accuracy.

• Work requires regularly inputting/retrieving data from computer systems.

Equal Opportunity Employer/Disabled/Veterans