Guest Support Services

4 days ago

Boston, Massachusetts, United States Boston Medical Center Full time

POSITION SUMMARY:

Performs administrative tasks, such as 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: Guest Support Services

Department: Guest Support Services

Schedule: Part Time, 24 Hours, (12-hour shift Sat/Sun) 7am-7pm, Rotating Holidays

ESSENTIAL RESPONSIBILITIES / DUTIES:

Reception:

  • Answers telephones and greets patients and visitors in a professional manner.
  • Locates admitted patients in the computer system and provides their visitors with passes.
  • Provides emergency room patients' visitors with ED visitor passes.
  • Communicates appropriately with visitors for any protected, high profile or "opt out" patients, including referring to security for clearance or passes.
  • Utilizes IDX, IBEX SDK Patient Locater, to access necessary patient information so as to correctly direct outpatients and visitors.
  • 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.
  • Utilizes the dual handset interpreter phone when communicating with patients or visitors in need of language interpretation.
  • Assists deaf or hard of hearing patients with TTY/TDD phones. Assists blind patients to make phone calls.
  • Maintains patient confidentiality in accordance with hospital HIPAA policy.
  • Demonstrates knowledge and skills to perform all functions of all information desks and periodically rotates desk assignment.

Coordination:

  • Contacts psychiatric nursing or social work staff for all the trauma patient families immediately upon their arrival at the ED.
  • Works closely and diplomatically with ED and nursing staff to update waiting family members and to gain clearance for visitors.
  • Contacts inpatient floors for approval prior to issuing visitor's passes during non visiting hours.
  • Calls transport department for ill or disabled patients needing assistance.
  • Pages or calls the inter campus shuttle for patients and visitors.
  • 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.
  • Maintains faxed printed records in total confidentiality and according to protocol set by GSS & the Health Information Department.

Liaison

  • Acts as a liaison for patients with limited English proficiency by accessing telephone interpreters and/or calling Interpreter Services Department.
  • 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.
  • Locates hospital staff through utilization of hospital directories including Employee Directory and Paging, Ambulatory Referral and Physician Locator.
  • Assists in providing lunch coverage for colleagues, as assigned.
  • Documents incidents.
  • Cleans and organizes work area and reports any safety concerns or equipment malfunctions to supervisor.
  • Notifies supervisor of supply shortage on a regular basis.
  • 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.
  • 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.
  • Performs other duties as assigned or as necessary.

(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 at a minimum, 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.
  • Work requires ability to communicate effectively with others.
  • Requires the ability to handles patients under stress.
  • Requires the ability to deal with stressful situations calmly and effectively.
  • Work requires ability to understand and follow directions.
  • Work requires ability to operate standard office equipment.
  • 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.

Equal Opportunity Employer/Disabled/Veterans

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