Patient & Family Concierge, Senior (PART-TIME) Med/Surg ICU 3

University of Pittsburgh Medical Center • Pittsburgh, PA

122d • $18 - $28

About The Position

UPMC Mercy is currently hiring a part-time Patient & Family Concierge, Senior to support its Med/Surg ICU 3 department! This part-time position will be required to work 24 hours per week. The Patient & Family Concierge, Senior is responsible for providing generalized, compassionate service and support to patients, families, and visitors during their stay within the hospital. The core goal of the Concierge, Senior is to create and deliver a top-notch experience for patients, visitors, and colleagues. The Concierge, Senior will serve in a variety of capacities across the hospital based on ever-changing needs. In the course of the day, the Concierge, Senior may assist with patient and visitor destination coordination, environmental services, dietary, patient transport throughout the hospital, supply and equipment management, and administrative support. This position will include patient-facing tasks as well as clerical work, such as answering phones, accurately updating and maintaining patient flow process, coordinating tests and procedures, etc. Above all, the Concierge, Senior will remain focused on patient and guest satisfaction and quality of care from first to last impression.

Requirements

• High School diploma OR one year of previous job experience required in lieu of HS Diploma/GED
• 6 months of experience as a Patient & Family Concierge or equivalent
• Demonstrated competency in all responsibilities of Patient & Family Concierge role
• Ability to follow written and verbal instructions
• Desire, drive, and compassion needed to provide an exceptional patient and family experience

Responsibilities

• 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
• Maintains resources like pamphlets, department contacts, etc.
• Completes 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
• Follows mandatory reporting procedures for any incident or serious event that did affect or potentially could have affected the care of any patient
• Exhibits UPMC Values and practices UPMC Experience key behaviors when performing all job responsibilities
• Performs other duties as assigned
• Greets patients and families warmly and positively, providing verbal direction and escort assistance to visitors and patients
• Disseminates patient information to visitors as appropriate while respecting patient confidentiality
• Issues courtesy parking discounts and free passes when appropriate
• Cleans, removes trash from, empties linen hampers, and organizes all assigned areas
• Assembles and serves meals according to diet orders, menus, and patient or guest specific requirements
• Transports patients and patient-specific equipment, and lab specimens using prescribed vehicles
• Orders unit specific supplies and equipment, ensuring adequate and appropriate quantities
• Completes department administrative functions
• Coordinates patient tests and procedures, scheduling patient transports, and completing errands

Benefits

• Part-time position with flexible hours
• Opportunity to work in a fast-paced critical care setting
• Supportive work environment focused on patient care

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED