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Receptionist Guest Support 40 Hours Saturday Through Wednesday 10:30P-7A Rotating Holidays

Company

Boston Medical Center

Address , Remote
Employment type FULL_TIME
Salary
Expires 2023-06-12
Posted at 11 months ago
Job Description
POSITION SUMMARY:
Performs various administrative tasks, including answering phones, receiving visitors, and providing general information about the Hospital to the public and customers to ensure efficient and courteous service functions at the Information Desks.
Position: Receptionist
Department: Guest Support Services
Schedule: Full Time, 40 Hours, Saturday through Wednesday, 10:30p-7a, Rotating Holidays
ESSENTIAL RESPONSIBILITIES / DUTIES:
Reception:
  • Utilizes IDX, IBEX SDK Patient Locater, to access necessary patient information so as to correctly direct outpatients and visitors.
  • Utilizes the dual handset interpreter phone when communicating with patients or visitors in need of language interpretation.
  • Communicates appropriately with visitors for any protected, high profile or "opt out" patients, including referring to security for clearance or passes.
  • Maintains patient confidentiality in accordance with hospital HIPAA policy.
  • Directs patients and visitors to the correct location. Uses Ambulatory Referral system for clinic information and Physician Locator as needed. Escorts visitors to the Emergency Room as needed.
  • Demonstrates knowledge and skills to perform all functions of all information desks and periodically rotates desk assignment.
  • Assists deaf or hard of hearing patients with TTY/TDD phones. Assists blind patients to make phone calls.
  • Locates admitted patients in the computer system and provides their visitors with passes.
  • Answers telephones and greets patients and visitors in a professional manner.
  • Provides emergency room patients' visitors with ED visitor passes.

Coordination:
  • Pages or calls the inter campus shuttle for patients and visitors.
  • Works closely and diplomatically with ED and nursing staff to update waiting family members and to gain clearance for visitors.
  • Calls transport department for ill or disabled patients needing assistance.
  • Contacts psychiatric nursing or social work staff for all the trauma patient families immediately upon their arrival at the ED.
  • Contacts inpatient floors for approval prior to issuing visitor's passes during non visiting hours.
  • Maintains faxed printed records in total confidentiality and according to protocol set by GSS & the Health Information Department.
  • Communicates all policy and procedure issues and concerns to supervisor via phone, page or e-mail.
  • During evenings and nights, searches and retrieves requested medical records and faxes authorized patient information to outside requesting emergency health care facilities using SoftrMed, GRID, and SCM programs.

Liaison
  • Conforms to hospital standards of performance and conduct, including those pertaining to patient rights, so that the best possible customer service and patient care may be provided.
  • Locates hospital staff through utilization of hospital directories including Employee Directory and Paging, Ambulatory Referral and Physician Locator.
  • Works closely with admitting and registration department in assuring that patients and visitors are completely assisted. Supports Central Administration Department by documenting/reporting patient/visitor issues and concerns.
  • Documents incidents.
  • Assists in providing lunch coverage for colleagues, as assigned.
  • Notifies supervisor of supply shortage on a regular basis.
  • Performs other duties as assigned or as necessary.
  • Utilizes hospital's behavioral standards as the basis for decision-making and to facilitate the hospital's goals and mission.
  • Follows established hospital infection control and safety procedures.
  • Acts as a liaison for patients with limited English proficiency by accessing telephone interpreters and/or calling Interpreter Services Department.
  • Cleans and organizes work area and reports any safety concerns or equipment malfunctions to supervisor.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).
JOB DESCRIPTION CHARACTERISTICS
EDUCATION:
  • Requires completion of a high school education (diploma or GED).

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:
  • None

EXPERIENCE:
  • Requires two years of work experience or an equivalent combination of education and experience.

KNOWLEDGE AND SKILLS:
  • Requires knowledge of telephone techniques.
  • Knowledge of policies and procedures, as well as proficiency in use of hospital information system at a level generally acquired during a year of related experience highly preferred.
  • Work requires ability to understand and follow directions.
  • Work requires ability to communicate effectively with others.
  • Work requires ability to operate standard office equipment.
  • Requires the ability to handles patients under stress.
  • Requires the ability to deal with stressful situations calmly and effectively.

Req id: 26304