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

POSITION SUMMARY:

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

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 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.

OTHER DUTIES:

Performs other duties as needed

JOB REQUIREMENTS

EDUCATION

• High School level of education is preferred

EXPERIENCE:

• 1-2 years’ experience or an equivalent combination of education or experience

NOWLEDGE AND SKILLS:

• 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.

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, and licensure/certifications directly related to position requirements. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), contract increases, Flexible Spending Accounts, 403(b) savings matches, earned time cash out, paid time off, career advancement opportunities, and resources to support employee and family wellbeing.

Equal Opportunity Employer/Disabled/Veterans

According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website and applications are received only through our website. We do not ask or require downloads of any applications, or “apps” job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment.