Guest Support Services - Mon - Friday 12:30pm - 9pm

Position Summary Under the direct supervision of the Support Services Supervisor, who works alongside another Support Services Supervisor and the Senior Administrative Coordinator, you will perform various clerical duties including greeting patients and visitors, handling incoming calls, hospital paging, and providing general information to ensure efficient and courteous service at the Information Desks and telephone. Schedule Full Time, Afternoon/Evening/2nd Shift 12:30pm - 9pm – Holiday Rotation. Essential Responsibilities / Duties Answer telephones and greet patients and visitors in a professional manner. Answer incoming calls, transfer calls to the appropriate person or department, and assist in placing outgoing calls when necessary. Locate admitted patients in the computer system and provide visitor passes or room information. Provide emergency room visitor passes and escort visitors to the Emergency Room as needed. Contact inpatient floors for approval before issuing visitor passes during non‑visiting hours. Communicate appropriately with visitors for protected, high‑profile or “opt‑out” patients, and refer to Public Safety for clearance passes. Utilize EPIC and Employee Paging Directory to access patient information for accurate direction of outpatients and visitors. Request Uber rides for discharged patients, Cancer Care Center and Health Care Centers. Maintain patient confidentiality in accordance with hospital HIPAA policy. Perform all functions of information desks and telephone system, rotating desk and telephone assignments as required. Respond to requests for direct dial numbers, department numbers, physician on‑call status, and department functions using an automated system. Handle special and priority calls such as medical emergency, code alerts, and other time‑sensitive calls from the public, patients, medical personnel, and other Boston Medical Center clients. Follow prescribed procedures and use page/alert systems; notify appropriate personnel in cases of medical emergencies, cardiac arrests, drills, disasters, or other contingencies. Assist in the training and orientation of Guest Support Services staff. Assist in lunch coverage for colleagues as assigned. Keep work area clean and organized; report safety concerns or equipment malfunctions to the Support Services Supervisor. Notify the Support Services Supervisor of supply shortages regularly. Provide positive and effective customer service that supports departmental and hospital operations. Perform patient information/reception duties and provide information to the public, patients, families, and hospital staff pleasantly and professionally. Utilize the hospital’s values as the basis for decision‑making and to facilitate the division’s mission. Follow established hospital infection control and safety procedures. Other Duties Perform other duties as needed. Job Requirements Education: High School level of education preferred. Experience: 1‑2 years or an equivalent combination of education or experience. Knowledge and Skills: analytical skills to gather and interpret data, frequent sitting and walking, skill in checking documents for accuracy, regular inputting/retrieving data from computer systems, and ability to handle courteous, tactful communication with patients, visitors, and staff. Compensation Compensation range: $17.93 – $21.43 per hour. Total compensation includes benefits such as medical, dental, vision, pharmacy, contract increases, Flexible Spending Accounts, 403(b) savings matching, paid time off, career advancement opportunities, and resources to support employee and family wellbeing. Equal Opportunity Employer Boston Medical Center is an equal employment opportunity employer. The hospital is committed to providing employment opportunities without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or expression. Employees may request accommodation for any part of the application or work process by contacting Talent Acquisition. #J-18808-Ljbffr Boston Medical Center