Guest Support Services Monday through Friday 9:00am - 5:30pm and Rotating holidays
Full Time
Boston, MA 02118
Posted
Job description
Boston Medical Center (BMC) is more than a hospital. It's a network of support and care that touches the lives of hundreds of thousands of people in need each year. It is the largest and busiest provider of trauma and emergency services in New England. Emphasizing community-based care, BMC is committed to providing consistently excellent and accessible health services to all-and is the largest safety-net hospital in New England. The hospital is also the primary teaching affiliate of the nationally ranked Boston University School of Medicine (BUSM) and a founding partner of Boston HealthNet - an integrated health care delivery systems that includes many community health centers. Join BMC today and help us achieve our Vision 2030 which is a long-term goal to make Boston the healthiest urban population in the world.
Position: Guest Support Services
Department: Guest Support Services
Schedule: Full Time, 40 hours, Monday - Friday, 9:00am - 5:30pm, and Rotating Holidays
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.
ESSENTIAL RESPONSIBILITIES / DUTIES:
JOB REQUIREMENTS
EDUCATION:
EXPERIENCE:
KNOWLEDGE AND SKILLS:
Req id: 28682
Position: Guest Support Services
Department: Guest Support Services
Schedule: Full Time, 40 hours, Monday - Friday, 9:00am - 5:30pm, and Rotating Holidays
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.
ESSENTIAL RESPONSIBILITIES / DUTIES:
- Answers, screens and processes incoming Centralized Attendant, radio paging and telephone answering services call from a diversified customer base in a prompt, accurate and courteous manner.
- Answers incoming calls, transfers calls to the appropriate person or department, and as necessary, assists in placing outgoing calls. Records all approved requests for placement of toll and message unit calls through console position to ensure appropriateness of such communication.
- Responds to requests for direct dial numbers, department numbers, physician on-call status and department functions utilizing an automated system.
- 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.
- Follows prescribed procedures and using page/alert systems, notifies appropriate personnel in cases of medical emergencies, cardiac arrests, drills, disasters, or other contingencies.
- Informs supervisor and/or lead operator of service effecting problems. Maintains trouble log and assists in contacting correct vendor in order to facilitate timely resolution/repair of systems and devices.
- Updates various work and directory data vases and customer profiles to reflect the most current contact information to facilitate expedient location of essential medical and non-medical personnel. Redirects patient correspondence including recently discharged patient mail.
- Assists in the training and orientation of console operators.
- Prepares codes and processes a variety of transmittals/forms to include directory changes, physician sign-outs, loan pages, pager cap codes and repairs for use by staff.
- Maintains strict confidentiality of all patient and staff information.
- Provides positive and effective customer service that supports departmental and hospital operations.
- Performs patient information/reception duties. Provides information to the general public, patients, patient families and hospital staff in a pleasant and professional manner.
- Conforms to hospital's standards of conduct so that the best possible customer service and patient care may be provided.
- 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.
JOB REQUIREMENTS
EDUCATION:
- Work requires a High School level of education
EXPERIENCE:
- Six to twelve months of previous experience with telecommunications equipment, on-line databases and paging systems.
KNOWLEDGE AND SKILLS:
- Work requires the analytical skills to gather and interpret data and to follow established procedures.
- Work requires the ability to exchange information on factual matters, schedules, appointments, 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 regular sitting.
- Work requires ability to check documents for accuracy.
- Work requires regularly inputting/retrieving data from computer systems.
- Work requires, covering Information desk and escorting visitors.
Req id: 28682
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