Guest Support Services Rotate SEIU

Under direct supervision of the Telecommunications/Operator Services Manager, the role operates the hospital’s telephone paging, alert, and contingency recall systems, provides patient, service and staff related information to the general public, patients and hospital staff, and maintains the on‑call/rotation schedule for clinical staff.

• Operate the hospital telephone paging, alert, and contingency recall systems.
• Provide patient, service and staff related information to the general public, patients and hospital staff.
• Maintain on‑call/rotation schedule for clinical staff.
• Answer and greet callers at information desks and telephone.
• Transfer calls and place outgoing calls as required.
• Locate admitted patients in the computer system and provide visitor passes and room information.
• Provide emergency department 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 security for clearance passes.
• Utilize EPIC and Employee Paging Directory for patient information and correct direction of outpatients and visitors.
• Request Uber rides for discharged patients, Cancer Care Center, and Providing Health Centers.
• Maintain patient confidentiality in accordance with HIPAA policy.
• Perform all functions of the information desk and telephone system, including periodic desk and telephone assignment rotations.
• Respond to direct‑dial numbers, department numbers, and physician on‑call status via automated system.
• Handle special and priority calls such as medical emergencies, code alerts, and other time‑sensitive requests from the general public, patients, medical personnel and Boston Medical Center clients.
• Notify appropriate personnel in case of medical emergencies, cardiac arrests, drills, disasters or other contingencies using page/alert systems.
• Inform the Manager of any service‑effecting problems.
• Assist in training and orientation of Guest Support Services staff.
• Assist in providing lunch coverage for colleagues.
• Clean and organize the work area; report safety concerns or equipment malfunctions to the supervisor.
• Notify the supervisor of supply shortages on a regular basis.
• Provide positive and effective customer service that supports departmental and hospital operations.
• Perform patient information and reception duties for the general public, patients, families, and staff in a pleasant and professional manner.
• Follow hospital infection control and safety procedures.
• Perform other duties as needed.

• High school diploma or equivalent (preferred).
• 1–2 years of related experience or an equivalent combination of education and experience.
• Six to twelve months of experience with telecommunications equipment, online databases and paging systems.
• Analytical skills to gather and interpret data and follow established procedures.
• Strong communication skills; ability to convey factual information, schedules, appointments, and policies with courtesy and tact.
• Regular sitting and ability to check documents for accuracy.
• Proficient in inputting and retrieving data from computer systems.

Hourly compensation range:$17.93–$21.43.

Boston Medical Center offers a comprehensive benefits package that includes medical, dental, vision and pharmacy coverage, contract increases, Flexible Spending Accounts, 403(b) savings match, earned time cash out, paid time off, career advancement opportunities, and additional resources to support employee and family wellbeing.

Boston Medical Center is an equal employment opportunity employer. We provide accommodations for applicants with medical conditions or disabilities; please contact Talent Acquisition at Talent acquisition or call 617‑638‑8582.

The organization participates in the Electronic Employment Verification Program and requires background checks before employment.

All staff are required to receive COVID‑19 and flu vaccinations, including a booster dose of the COVID‑19 vaccine.