MetroWest Medical Center is the largest community health care system between Worcester and Boston. MetroWest Medical Center is committed to providing high quality, comprehensive care, at a location close to home. The 307-bed regional healthcare system includes Framingham Union Hospital, Leonard Morse Hospital in Natick and the MetroWest Wellness Center. MetroWest Medical Center has been named to the 2018 America’s 100 Best Hospitals List by Healthgrades.
GENERAL SUMMARY: As a vital part of MetroWest Medical Center, Guest Services Representative creates a bridge between the hospital, patients, families and the community.
The primary responsibility of the Guest Services Representative is to provide a positive first impression to everyone that is entering the hospital and provide them with the appropriate information as requested. Their work requires them to keep patients’ rights in mind and answer patients’ questions and ensure that they are provided with a positive experience upon entering and exiting the hospital.
It is expected that all guests will be welcomed and provided with excellent customer service.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
1.Greets and directs patients and visitors in a courteous, pleasant and approachable manner at all times.
2.Answers all incoming phone lines as scripted. Provide information, directs calls, and takes messages.
3.Completes a variety of clerical duties, such as setting up and maintaining religion lists, opening and closing of the desk, coordinating all of the volunteers and their shifts for the Guest Services desk, distributing and forwarding mail, and monitoring patient’s deliveries. Maintain records relating to various hospital and public meetings, patient appointments, and functions unique to individual hospital offices/dept.
4.Monitors lobby area; maintains a neat and clean presence in the lobby at all times, maintains supply of wheelchairs. Coordinates all patients transport needs and works closely with valet to ensure patients are receiving great customer service.
5.Obtains patient list daily and direct outside professionals and visitors to register themselves in the appropriate area.
6.Abides by HIPAA/PHI standards and ensures confidentiality of information while assisting anyone.
7.Ability to create a positive and caring first impression.
8.Courtesy, Respect and Empathy must be maintained at all times.
9.Ability to use a computer, Microsoft office and other computer software as needed.
10.Commitment to be present at assigned time.
11.All other duties as assigned.