Guest Support Services

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, 16hr Sat/Sun 7am - 3:30pm

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 REQUIREMENTS

EDUCATION

• High School level of education is preferred

EXPERIENCE:

• 1-2 years’ experience or an equivalent combination  of education or experience preferred

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, 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 frequent sitting and frequent walking

• Work requires ability to check documents for accuracy.

• Work requires regularly inputting/retrieving data from computer systems.

• Work requires a High School level of education

• Six to twelve months of previous experience with telecommunications equipment, on-line databases and paging systems.

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, and licensure/certifications directly related to position requirements. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), contract increases, Flexible Spending Accounts, 403(b) savings matches, earned time cash out, paid time off, career advancement opportunities, and resources to support employee and family wellbeing.

Equal Opportunity Employer/Disabled/Veterans

According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website and applications are received only through our website. We do not ask or require downloads of any applications, or “apps” job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment.