Patient & Family Concierge, Senior- Emergency Department

UPMC•Pittsburgh, PA

1d•Onsite

About The Position

The Patient & Family Concierge, Senior provides compassionate service and support to patients, families, and visitors during their stay. The goal is to create a top-notch experience for everyone. You will serve in various capacities across the hospital based on changing needs, including: Assisting with patient and visitor destination coordination. Providing environmental services and dietary support. Managing supplies and equipment. Offering administrative support. Above all, you will focus on patient and guest satisfaction and quality of care from first to last impression. UPMC Mercy’s Emergency Department is a state-of-the-art 36-bed Level I trauma and burn center, as well as a primary cardiac and comprehensive stroke center, providing emergency care to over 68,000 people annually. The ED handles critically ill or injured patients with minor or complex medical-surgical needs, obstetrical patients, psychiatric cases, and individuals seeking drug and alcohol services. Patient volume and acuity can change quickly, making the ED a dynamic environment where critical thinking and problem-solving are essential.

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.
Ability to follow written and verbal instructions
Act 34

Nice To Haves

Must have the desire, drive, and compassion needed to provide an exceptional patient and family experience at all times
Internal promotions to this level are based on the discretion of the business unit’s assessment of employee performance
Completion of 1 annual contribution from these options: hospital/department committee participation, participation in departmental project, peer interviewer, onboarding/precepting of other Experience Concierges

Responsibilities

Greet all patients, family members, visitors, and staff members.
Assist with all communications regarding the department.
Accurately update and maintain patient flow processes.
Coordinate patient tests and procedures.
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.
Performs in accordance with all other system-wide competencies/behaviors.
Performs other duties as assigned.