Patient & Family Concierge - Lead / 3C

UPMC•Jamestown, NY

3h•Onsite

About The Position

UPMC Chautauqua is seeking a full-time Patient & Family Concierge - Senior to join us full-time on our 3C Unit. This position offers 3/12 hour shifts weekly to include every other weekend and rotating holidays. As a Patient and Family Concierge - Senior you will work alongside our Patient Care Technicians and Professional Staff Nurses to help create a better experience for both patient and family members entering and exiting the hospital. You'll be assigned both bedside, stocking, and administrative tasks. UPMC takes pride in advancing its employees through our Career Ladders. If you have experience as a Patient & Family Concierge, we encourage you to apply and become a part of UPMC Chautauqua!

Requirements

Must have the desire, drive, and compassion needed to provide an exceptional patient and family experience at all times
High School diploma OR one year of previous job experience required in lieu of HS Diploma/GED
2 years of experience as a Patient & Family Concierge or equivalent, including at least 1 year as Patient & Family Concierge, Senior
Demonstrated competency in all responsibilities of Patient & Family Concierge, Senior role
Solid/strong score or higher on most recent performance evaluation and must be maintained in order to remain in role
Completion of an annual contribution encouraged, including hospital/department committee participation or participation in departmental projects
Ability to follow written and verbal instructions
NYS Staff Exclusion List (NYSEL)

Responsibilities

Greets patients and families warmly and positively, providing verbal direction and escort assistance to visitors and patients to ensure their arrival at the appropriate destination
Disseminates patient information to visitors as appropriate while respecting patient confidentiality and withholding restricted information
Serves as a reference source for visiting hours, general directions, package delivery, and general hospital policies
Issues courtesy parking discounts and free passes when appropriate
Issues patient scooters to patients and visitors as needed
Assists with parking cashier functions and validates patient parking
Establishes tracking of patient belongings upon admission
Cleans, removes trash from, empties linen hampers, and organizes all assigned areas, including patient rooms, public areas, toilets, procedure rooms, offices, and patient-specific equipment, following established procedures
Replenishes supplies as needed
Makes beds and changes bed linens following established cleaning procedures in all assigned patient discharge rooms and on-call rooms
Inspects and ensures that all assigned areas are properly cleaned and in good repair, reporting any maintenance problems to a supervisor
Assembles and serves meals according to diet orders, menus, and patient or guest specific requirements
Maintains food safety and quality by applying HACCP principles throughout service
Adheres to department procedures regarding the operation of all food service equipment
Performs sanitation in accordance with departmental procedures and health department guidelines
Delivers and sets up patient meal trays using the designated department script to ensure proper patient identification
Delivers other nourishments to patients upon request
Follows all safety and sanitation regulations
Transports patients and patient-specific equipment, and lab specimens using prescribed vehicles between patient units, treatment centers, and other designated areas safely, timely, and accurately
Performs inspections and disinfecting procedures on transportation equipment utilized by the department
Records transportation data electronically in the Transport Tracking System and/or manually on appropriate forms and logs utilized by the department
Reports the status of transportation activities and abnormal activities to a supervisor
Enters requests for equipment repairs into the online portal as maintenance issues are identified
Inspects and disinfects transportation equipment
Orders unit specific supplies and equipment, ensuring adequate and appropriate quantities
Organizes supply room
Delivers supplies, equipment, medication and other materials to the patient units, and other designated areas safely, timely, and accurately
Stocks patient room, supply areas, med cards (no medications), Accucheck trays, phlebotomy/IV trays, PPE, and more
Maintains refrigerator and temperature logs and checks all expiration dates on supplies
Inventories pumps (SCDs, IV, etc.) in patient rooms and removes if not needed
Monitors supply inventory and expiration date in collaboration with supply chain management
Depending on unit need, may also: monitor refrigerator temperatures, check kitchens for expired items, complete additional unit-specific logs and stock, deliver and remove trays, routinely freshen and restock supplies in family lounge, order unit supplies (office supplies, etc.), MD consults
Completes department administrative functions
Coordinates patient tests and procedures, scheduling patient transports, and completing errands
Responds to telephone calls, providing courteous service to all internal and external callers
Orders and maintains CyraCom equipment
Prints report sheets
Assign Responder 5 and phones
Build and maintains patient charts
Files papers to patient chart
Manages auto-print reports, including OR schedule
Updates Bedboards per unit standards and communicates changes to appropriate staff as needed
Enters and communicates physician orders timely and accurately
Places work order or otherwise contacts Biotronics for malfunctioning equipment
Prints chart copy upon request
Completes patient admissions, discharges, and transfers through electronic health record
Orders parking passes and cashier functions on demand
Requests transport in teletracking, prints ticket to ride
Records transportation data
Checks crash carts including fire equipment and defibrillators as appropriate
Distributes patient and unit mail
Performs unit audits as directed
Initiates quiet time or monitors noise levels
Monitor the units patient list in Epic for Telehealth Cart Task (visible in the Telehealth Cart Request column)
Communicate with remote specialty provider via secure chat to coordinate timing of cart delivery
Deliver or designate a team member (PFC) to deliver, the cart to the appropriate patient room and initiate telemedicine visits at the patients bedside by connecting the telemedicine provider(s) to the patient via two-way audio and video technology
Once consult visit complete close worklist items in Epic
Return to storage area, plug in and decontaminate
Perform weekly testing of the Telehealth consult cart hardware and software to ensure it is functioning as expected and escalate concerns to the IT Telemedicine department
Suggests and supports changes within the department
Assumes responsibility for assignments
Demonstrates awareness of behavior and intent versus impact
Supports and actively participates in the onboarding and training of new Concierges
Participates or completes the scheduling process for other Concierges
Develops and maintains productive working relationships internally and externally by demonstrating accountability for actions, enthusiasm, motivation, and commitment to patients, visitors, and colleagues
Serves as a peer interviewer
Champions all UPMC Experience initiatives, coaching other Concierges on adoption of new initiatives as needed
Additionally, supports department leaders with Experience initiatives such as rounding, 90 day check-ins, etc.
May complete quarterly validation of UPMC Experience initiatives (hourly rounding/AIDET, etc.) with lower-level Concierge staff
May support unit leader in staff performance reviews of lower-level Concierge staff
Answers unit phones and transfers to appropriate staff
Responds to call lights under Nursing Assistant/PCT direction
Interacts and socializes with patients and assesses patient needs
Rounds hourly to ensure all areas of responsibility are met satisfactorily
Prints and distributes daily plans of care
Prompts patient mobility as appropriate, involving the appropriate clinical staff as needed
Depending upon unit, may maintain resources like pamphlets, department contacts, etc.
Depending upon unit, may complete DOH POC audits, hand hygiene audits, TJC environment tracers, and updating both patient & non-patient facing department bulletin boards
Adheres to hand hygiene and infection control procedures on a consistent basis when interacting with customers
Responsible for following mandatory reporting procedures for any incident or serious event that did affect or potentially could have affected the care of any patient
Access to medications is limited to the distribution of the medication to the nurse
Exhibits UPMC Values and practices UPMC Experience key behaviors (AIDET + The Promise, 10-5 Rule, Escort Don't Direct, Own Your Zone) when performing all job responsibilities
Stays informed on navigation and usability of UPMC Patient Portal; confidently and clearly communicates what patients need to know to navigate the Portal to ensure a smooth experience and continued access to health information and care services