Guest Support Services - (40 Hours Monday-Friay 8A-4:30P)

POSITION SUMMARY:
Under direct supervision of the Telecommunications/Operator Services Manager, operates the hospital's telephone paging, alert and contingency recall systems. Provides patient, services and staff related information to the general public, patients, hospital staff and maintains on-call/rotation schedule for clinical staff.
Provides visitor passes at the Information desks and assist with escorting visitors in the Emergency Room and Mother Baby Unit. Requests Uber Rides for BMC patients.
Position: Guest Support Services - SEIU 1199 (40 hours Monday-Friday 8a-4:30p)
Department: Guest Support Services
Schedule: Full Time
ESSENTIAL RESPONSIBILITIES / DUTIES:

• Responds to requests for direct dial numbers, department numbers, physician on-call status and department functions utilizing an automated system.
• Provides emergency room patients' visitors with ED visitor passes.
• Utilizes 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.
• Follows prescribed procedures and using page/alert systems, notifies appropriate personnel in cases of medical emergencies, cardiac arrests, drills, disasters, or other contingencies.
• Notifies supervisor of supply shortage on a regular basis.
• Provides positive and effective customer service that supports departmental and hospital operations.
• Cleans and organizes work area and reports any safety concerns or equipment malfunctions to supervisor.
• Rotates various desk as needed.
• Escorts visitors to Emergency Room as needed.
• Assists in providing lunch coverage for colleagues assigned.
• Inform Manager of service effecting problems.
• Demonstrates knowledge and skills to perform all functions of all information desk and telephone system and periodically rotates desk and telephone assignment.
• 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.
• Answers telephones and greets patients and visitors in a professional manner.
• Communicates appropriately with visitors for any protected, high profile or "opt-out" patients, including referring to security for clearance passes.
• Requests Uber Ride for discharged patient, Cancer Care Center and Providing Health Centers
• Performs patient information/reception duties. Provides information to the general public, patients, patient families and hospital staff in a pleasant and professional manner.
• Maintains patient confidentiality in accordance with hospital HIPPA policy.
• Utilizes EPIC and Employee Paging Directory to access necessary patient information so as to correctly direct outpatients and visitors.
• Assists in the training and orientation of Guest Support Services.
• 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.

OTHER DUTIES:

• Performs other duties as needed

JOB REQUIREMENTS
EDUCATION

• High School level of education is preferred

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• None

EXPERIENCE:

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

KNOWLEDGE AND SKILLS:

• Work requires ability to check documents for accuracy.
• Work requires frequent sitting and frequent walking
• Work requires the analytical skills to gather and interpret data and to follow established procedures.
• Work requires regularly inputting/retrieving data from computer systems.
• 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.

Req id: 29813