Patient & Family Concierge, Senior - 7E Spinal Cord Injury Rehab

UPMC•Pittsburgh, PA

About The Position

UPMC Mercy is hiring a full-time Patient & Family Concierge, Senior to support its 7E Spinal Cord Injury Rehab department. The role provides generalized, compassionate service and support to patients, families, visitors, and colleagues throughout the hospital, with a focus on patient and guest satisfaction and quality of care. The Concierge may work across a variety of functions according to changing hospital needs, including destination coordination, environmental services, dietary services, patient transportation, supply and equipment management, and administrative support. Duties include both patient-facing work and clerical tasks such as answering phones, maintaining patient-flow information, and coordinating tests and procedures. UPMC Mercy's 20-bed spinal cord injury unit provides customized, comprehensive treatment for spinal cord injury patients and their families. The program is designated as a spinal cord injury model system by the National Institute on Disability and Rehabilitation Research and is involved in research and testing new treatments. The unit's multidisciplinary team and rehabilitation services support patients' recovery.

Requirements

High school diploma, or one year of previous job experience in lieu of a high school diploma/GED.
Six months of experience as a Patient & Family Concierge or equivalent.
Demonstrated competency in all responsibilities of the Patient & Family Concierge role.
Ability to follow written and verbal instructions.
Desire, drive, and compassion to provide an exceptional patient and family experience at all times.
Act 34 clearance.

Responsibilities

Answer unit phones and transfer calls to appropriate staff.
Respond to call lights under Nursing Assistant/PCT direction.
Interact and socialize with patients and assess patient needs.
Round hourly to ensure areas of responsibility are being met satisfactorily.
Print and distribute daily plans of care.
Prompt patient mobility as appropriate, involving clinical staff as needed.
Maintain unit resources such as pamphlets and department contacts, depending on unit needs.
Complete audits and update department bulletin boards as required by the unit.
Follow hand hygiene and infection-control procedures consistently.
Follow mandatory reporting procedures for incidents or serious events that affect or could affect patient care.
Exhibit UPMC Values and practice UPMC Experience behaviors, including AIDET + The Promise, the 10-5 Rule, Escort Don’t Direct, and Own Your Zone.
Greet patients and families, provide directions and escort assistance, and support their arrival at the appropriate destination.
Share appropriate patient information with visitors while protecting confidentiality and withholding restricted information.
Provide information about visiting hours, directions, package delivery, and general hospital policies.
Issue courtesy parking discounts and free passes when appropriate, assist with parking cashier functions, and validate patient parking.
Issue patient scooters as needed and track patient belongings upon admission.
Clean and organize assigned areas, remove trash, empty linen hampers, replenish supplies, and make beds and change linens according to procedures.
Inspect assigned areas and report maintenance problems to a supervisor.
Assemble and serve meals according to diet orders, menus, and individual requirements; apply food-safety and sanitation procedures.
Deliver and set up patient meal trays using the designated script for patient identification, and deliver other requested nourishment.
Safely and accurately transport patients, patient-specific equipment, and lab specimens between designated areas.
Inspect and disinfect transportation equipment, record transportation data, report activity status or abnormalities, and submit equipment repair requests.
Order, organize, stock, and monitor unit-specific supplies and equipment, including checking expiration dates and maintaining applicable logs.
Deliver supplies, equipment, medications, and other materials to designated areas; medication access is limited to distributing medication to a nurse.
Complete administrative functions, coordinate tests and procedures, arrange patient transports, and complete errands.
Respond courteously to internal and external telephone callers; order and maintain CyraCom equipment.
Print report sheets, assign Responder 5 and phones, build and maintain patient charts, and file documents.
Manage auto-print reports, update bedboards, and communicate changes to appropriate staff.
Enter and communicate physician orders accurately and promptly.
Place work orders or contact Biotronics for malfunctioning equipment.
Print chart copies upon request and complete patient admissions, discharges, and transfers in the electronic health record.
Order parking passes and perform cashier functions on demand; request transport in TeleTracking and print tickets to ride.
Check crash carts, fire equipment, and defibrillators as appropriate; distribute patient and unit mail and perform unit audits as directed.
Initiate quiet time or monitor noise levels.
Perform other duties as assigned and in accordance with system-wide competencies and behaviors.